# Product Manager

**Company:** [Giga](https://hotfix.jobs/companies/giga)
**Location:** San Francisco, CA, California
**Role:** Product Management
**Salary:** $250k – $400k/yr
**Experience:** 5+ years
**Skills:** AI, LLMs, RAG, APIs, SDKs, Python, Real-Time Systems, Distributed Systems, Salesforce, Zendesk
**Posted:** 2026-01-31

> Owns product strategy for self-improving AI agents automating 98% of enterprise support workflows across voice, chat, and regulated industries. Requires 5+ years PM/engineering experience, real-time systems knowledge, and hands-on coding (1+ year).

## Job Description

## 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

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