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HopskipdriveHopskipdriveUnited States

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.

160k – 180k/yr
Remote8+ YOEProduct Management

About the role

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 ManagementLLMsConversational AICRMZendeskUser ResearchData AnalysisRoadmappingEnterprise SystemsWorkflow Automation

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