Staff Product Manager – Voice AI

Strategic Priorities

• Make VoiceAI the default AI receptionist for SMBs by handling inbound calls, understanding caller intent, answering questions, capturing lead information, booking appointments, and escalating when needed.
• Scale outbound VoiceAI responsibly for lead follow-up, appointment reminders, reactivation, and prospect engagement while respecting platform limits, consent requirements, call quality, and compliance obligations.
• Improve agent setup and time-to-value, including agent creation, phone number assignment, prompt configuration, knowledge base selection, working hours, call actions, testing, and deployment.
• Drive call quality, reliability, and trust through improvements to latency, interruption handling, speech recognition, natural conversation quality, escalation logic, call summaries, transcripts, recordings, and post-call workflows.
• Deepen CRM and workflow integration so VoiceAI can update contact records, trigger workflows, generate summaries, collect structured fields, and feed downstream automation.
• Build VoiceAI as a platform capability through public APIs, webhooks, call logs, agent configuration APIs, action APIs, voice catalog APIs, and developer-facing extensibility.
• Support multilingual and brand-personalized voice experiences across languages, voices, locales, and branded voice experiences.
• Own VoiceAI monetization and adoption in partnership with Product Marketing, Support, Trial Experience, Implementation, Account Management, Affiliates, RevEx, and Finance.

Responsibilities

• Define and drive the product vision, roadmap, and success metrics for VoiceAI.
• Own the VoiceAI product surface, including inbound and outbound calling, web/widget voice experiences, agent setup, prompt configuration, voice selection, call actions, testing, analytics, call logs, summaries, transcripts, and workflow integrations.
• Understand customer use cases across agencies, SMBs, and high-call-volume verticals.
• Translate customer problems into product requirements, PRDs, user stories, acceptance criteria, launch plans, and measurable success metrics.
• Partner with engineering on telephony architecture, LLM behavior, speech-to-text, text-to-speech, latency, call routing, retries, failure handling, observability, and infrastructure scalability.
• Work with design to simplify VoiceAI setup, agent testing, debugging, prompt management, call review, and performance reporting.
• Build integrations between VoiceAI, Contacts, Conversations, Calendars, Workflows, Opportunities, Payments, Knowledge Base, Custom Values, and AI Employee.
• Improve AI agent behavior through prompts, guardrails, prompt evaluation, knowledge retrieval, call simulations, QA workflows, and customer feedback loops.
• Define instrumentation across activation, agent creation, test calls, phone number assignment, first successful call, call completion rate, booking rate, human escalation rate, workflow trigger rate, outbound answer rate, transcript quality, cost per successful outcome, revenue, retention, and support ticket trends.
• Partner with Product Marketing on positioning, GTM, use-case packaging, launch readiness, help documentation, enablement, and agency-facing education.
• Partner with Support, Implementation, Trial Experience, Account Management, and Affiliates to identify friction, improve onboarding, reduce ticket volume, and improve VoiceAI configuration and support.
• Own compliance-sensitive product decisions involving outbound calling, consent, KYC requirements, acceptable use, time-zone restrictions, call recording, and transcripts.