Product Manager

What You'll Own

Self-Improving Agent Platform

• Drive the product strategy for agents that automatically improve from 60% to 98% resolution
• Define how agents learn from every interaction—pattern recognition, policy refinement, edge case handling
• Build feedback loops that identify gaps and automatically expand agent capabilities
• Own the path from "agent handles simple cases" to "agent handles 98% of all cases"

Multi-Party Orchestration

• Lead product strategy for complex real-time workflows (e.g., coordinating customer, driver, and merchant simultaneously)
• Define how agents make decisions by cross-referencing multiple data sources, policies, and external systems in real-time
• Own the sub-500ms latency experience across voice, chat, and email channels
• Drive emotional intelligence features—sentiment detection, tone matching, natural conversation flow

Agent Builder & Console

• Define the product vision for our no-code/low-code agent configuration platform
• Own the policy engine, scenario builder, and custom code execution capabilities
• Drive improvements to knowledge base management and RAG integrations
• Shape the developer experience for teams building and customizing agents

Expansion into Regulated Industries

• Partner with healthcare, financial services, and compliance-heavy customers to understand their unique requirements
• Define product capabilities for high-compliance environments (audit trails, data privacy, regulatory adherence)
• Own integrations strategy (Zendesk, Salesforce, industry-specific systems)
• Drive the 2-week enterprise deployment goal that differentiates us from competitors

Key Responsibilities

Product Strategy & Execution

• Define and execute the roadmap toward 98% automation of support tickets and operations workflows
• Make hard prioritization decisions: which agent capabilities unlock the next 10% of automated resolution?
• Ship features that directly move resolution rates from 90% toward 98%
• Translate the "enterprise operations platform" vision into concrete milestones across support, compliance, and operations

Technical Product Leadership

• Understand and communicate complex real-time systems (sub-500ms latency requirements)
• Work closely with engineering on architecture decisions and technical tradeoffs
• Evaluate AI model capabilities and translate them into product features
• Drive API design and developer experience for headless agents and integrations

Customer Partnership

• Build deep relationships with Fortune 100 customers to understand why the last 10% of tickets still need humans
• Translate customer feedback into agent capabilities that close the gap toward 98% automation
• Monitor resolution rates, identify failure patterns, and drive systematic improvements
• Partner with customers in healthcare and finance to define compliance-grade automation

Cross-Functional Collaboration

• Partner with AI/ML engineers on model integration and prompt optimization
• Work with Design to create intuitive experiences for complex agent configuration
• Collaborate with Sales on customer requirements and competitive positioning
• Coordinate with Customer Success on deployment and adoption

Required Qualifications

• 5+ years combined experience in product management and software engineering
• Minimum 1 year as a software engineer - hands-on professional coding experience required
• Strong technical foundation - ability to engage in architectural discussions, read code, and understand complex distributed systems
• Experience with real-time systems - voice, video, messaging, or similar latency-sensitive products
• Enterprise product experience - understanding of B2B sales cycles, enterprise requirements, and platform thinking
• Data-driven mindset - comfort with metrics, analytics, and making decisions with imperfect information
• Excellent communication - ability to translate complex technical concepts for diverse audiences

Preferred Qualifications

• AI/ML product experience - LLMs, conversational AI, or voice AI products
• Developer tools experience - APIs, SDKs, platform products, or developer experience
• Experience with Python - ability to prototype, analyze data, and work directly in our codebase
• Startup experience - comfort with ambiguity, wearing multiple hats, and moving fast
• Contact center or customer support domain knowledge