Senior Product Manager, Ops & Customer Experience
Senior PM building AI-native support platforms and LLM-powered agents to transform customer experience and operations for a mission-driven student transportation marketplace.
About the job
Responsibilities
- Build intelligent agents that understand, decide, and act across complex enterprise and customer service workflows
- Define and drive multi-year AI product strategies for support platforms
- Translate ambiguous problems into clear roadmaps and execute from ideation to growth
- Design and launch LLM-powered agents, conversational AI, and AI-native experiences
- Build internal platforms, CRM solutions, and organizational tooling to enable cross-functional teams and scale business processes
- Leverage data and user research to inform product decisions, optimize experiences, and measure impact
Requirements
- 8+ years of experience in product management focused on customer support, platform, or internal tools
- Proven experience building and launching LLM-powered agents, conversational AI, and AI-native experiences
- Deep experience building internal platforms, CRM solutions, and organizational tooling (Zendesk experience preferred)
- Strong foundation in user experience and human-centric design
- Experience defining multi-year AI product strategies and driving execution
- Experience mentoring other product managers on AI development, compliance, and platform scalability
- Highly analytical approach leveraging data and user research
Nice-to-Haves
- Zendesk experience
Compensation & Benefits
- Salary range: $160,000 - $180,000
- Equity stock options
- Flexible vacation
- Medical, dental, vision, and life insurance
- 401(k) and FSA
Skills
Product Management, LLMs, Conversational AI, CRM, Zendesk, User Research, Data Analysis, Roadmapping, Enterprise Systems, Workflow Automation
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