Product Manager – Chatbot & Voice

From chatbot to digital service expert: define what Bo becomes next.

How do you make our customers happy?

The best customer service interaction is often the one that never needs to happen: customers get clear, actionable help at exactly the right moment. That is Online Service’s ambition: self-service so good that customers already feel helped and no longer feel the need to reach out to Customer Service.

For years, chatbot Billie helped customers find their way. Now, Billie transformed into Digital Service Expert Bo and this marks a broader shift: from answering questions to solving customer cases.

As Product Manager Chatbot & Voice, you shape that next step: AI-powered, conversational products that drive bol’s service journey.

The biggest challenge

Bo already helps many customers, but digital service is changing fast. The product question is clear: what should a Digital Service Expert become next?

The opportunity is to move beyond Billie’s chatbot role towards a smarter service layer across channels, combining LLM capabilities with predefined dialogues where that creates the best customer experience.

The challenge is to define Bo’s product vision and turn chatbot, voice and automated dialogue based answers into customer impact without unnecessary complexity.

What you will do as Product Manager – Chatbot & Voice

As Product Manager Conversational Service, you own the product direction for Bo, voice and automated dialogue experiences within Online Service. You define where conversational automation should help customers directly, where it should support human colleagues, and where a simpler non-AI solution is the better product choice.

You create clarity across teams, channels and external tools, and know enough about AI, integrations and product trade-offs to make reliable, measurable customer-facing products. You’ll align with our main stakeholder Customer Service, to make sure Bo is a great colleague to its non-digital counterparts.

In practice:

• Develop and communicate a product vision for Digital Service Expert Bo, voice and dialogue-based answer experiences.
• Shape the transition from Billie as chatbot towards Bo as a broader digital service expert and its place in the conversational shopping strategy.
• Work with internal teams and external parties to connect tools, capabilities and knowledge sources. You are a strong collaborator, both in your team and with your long list of important stakeholders.
• Define success through customer and operational outcomes, and balance discovery with getting valuable solutions live.
• Dig into data to find opportunities and continuously improve your product.

Why you can make a difference

You combine product vision with execution power, turning Bo’s direction into working products across tools, systems and customer-facing channels.

You bring people together across Bo, voice, knowledge management, automation, Direct Messaging, email and live service channels, and help the team focus on the highest-impact opportunities.

You understand AI in product development: curious about its potential, but sharp on quality, maintainability, customer trust and operational risk.

3 reasons why this is (not) for you

You’ll thrive in this role if you are:

• Dutch dialogue detective: You can read Dutch customer conversations and instantly spot when Bo helps, confuses, or sounds like he swallowed a help-centre article.
• AI evangelist: You go beyond “I use Copilot for emails” and know how to turn LLM potential into responsible, measurable product impact.
• BigQuery-believer: You like your product opinions with SQL underneath, and you can dig into data when dashboards stop answering the real question.

This role may be less suitable if you are:

• Island inhabitant: You want one tidy product bubble and prefer to work alone.
• Customer shrugger: You think “technically answered” is good enough, while we care whether customers actually feel helped and move on confidently.
• Production lightweight: You enjoy prototypes, but not the responsibility of running a high-impact service channel that real customers rely on every day.