Staff Product Manager, Intelligent Customer Experience
Leads the strategy and roadmap for Calendly’s intelligent customer experience, improving AI-powered support, automated resolution, escalation, and measurement. Requires 10+ years of product management experience, direct conversational-agent expertise, and the ability to drive adoption across teams without direct authority.
About the job
Responsibilities
- Own the strategy, roadmap, and outcomes for intelligent customer experience, including AI support quality, automated resolution, and human escalation.
- Increase automated resolution by enabling support agents to answer customer questions and take actions accurately while routing complex issues to human support.
- Define and improve AI quality metrics, including answer accuracy, resolution quality, escalation effectiveness, and failure modes.
- Build measurement and observability for agent and bot quality, automated resolution rate, customer experience cycle time, escalation routing, and customer satisfaction.
- Establish and drive adoption of a company-wide supportability contract so new capabilities are supportable by AI agents, automation, or human support.
- Translate recurring bugs, product gaps, customer issues, and support insights into prioritized product and engineering work.
- Lead cross-functional work across Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, and Content Operations.
- Use customer feedback, support data, and experimentation to prioritize investments and measure customer and business outcomes.
Requirements
- 10+ years of product management experience across startups and scaled companies.
- Experience building 0-to-1 platforms or capabilities adopted by internal teams.
- Direct experience with AI-powered or conversational agents, including understanding their failure modes and answer-quality drivers.
- Experience driving cross-functional standards or platform adoption without direct authority.
- Strong product judgment grounded in support or customer experience data.
- Ability to define metrics from messy or incomplete data.
- Experience partnering simultaneously with go-to-market and R&D stakeholders.
- Experience in B2C and/or B2B SaaS, preferably in a product-led-growth environment.
- Must reside in California and be able to commute to the San Francisco Bay Area office.
- Authorized to work in the United States without immigration sponsorship.
Compensation
- Annual base salary depends on geographic tier:
- Tier 1: $237,305–$300,121 USD
- Tier 2: $217,530–$275,111 USD
- Tier 3: salary range not fully provided in the posting.
- Full-time employees are eligible for a bonus program, equity awards, and benefits.
Skills
Product Management, Artificial Intelligence, Conversational Agents, Customer Experience, Support Automation, Product Roadmap, Metrics, Observability, Experimentation, SaaS, Customer Support, Cross-Functional Leadership
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