Product Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Staff Product Manager, Intelligent Customer Experience based in United States.

• Own the strategy, roadmap, and measurable outcomes for the intelligent customer experience, covering AI support quality, automated resolution, and human escalation.
• Increase automated resolution by enabling AI-powered support agents to accurately answer customer questions and take appropriate actions while directing complex or high-value issues to human support.
• Define and continuously improve AI quality standards, including answer accuracy, resolution quality, escalation effectiveness, and identification of failure modes.
• Build the measurement and observability framework for key indicators such as agent and bot quality scores, automated resolution rates, customer experience cycle time, escalation routing, and customer satisfaction.
• Establish and drive adoption of a company-wide supportability framework.
• Create a continuous feedback loop between customer issues and product development.
• Lead cross-functional initiatives across Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, and Content Operations.
• Use customer feedback, support data, experimentation, and performance metrics to prioritize investments.
• Build alignment around an ambitious product vision and inspire cross-functional teams.

• 10+ years of varied product management experience across startups and scaled organizations, including 0-to-1 platforms.
• Direct experience working with AI-powered agents and/or conversational agents.
• Proven ability to establish cross-functional standards, drive platform adoption, and influence teams without direct management authority.
• Strong product judgment grounded in customer experience and support data.
• Demonstrated ability to create bold product visions and communicate strategy clearly.
• Experience partnering with go-to-market functions and R&D teams.
• Experience in B2C and/or B2B SaaS environments, particularly product-led-growth organizations.
• Strong strategic thinking, analytical capabilities, communication skills, and stakeholder management.
• Must be currently residing in California and able to commute to the San Francisco Bay Area office, with approximately 2–3 days per week in office.
• Candidates must be legally authorized to work in the United States, as immigration sponsorship is not currently provided.

• Tier 1 annual base salary: $237,305–$300,121 USD.
• Tier 2 annual base salary: $217,530–$275,111 USD.
• Tier 3 annual base salary: $197,754–$250,101 USD.
• Starting compensation is determined based on relevant experience, skills, interview performance, location or metropolitan area, and internal pay equity.
• Equity awards are available to eligible full-time employees working 30 or more hours per week.
• Competitive benefits and a comprehensive total rewards package.
• Hybrid work arrangement for candidates based in California, centered around the San Francisco Bay Area office.
• Candidates outside the Bay Area may be expected to travel to the San Francisco office a few times per month.
• Occasional travel may also be required for company events, team collaboration, or offsites.
• Reasonable accommodations are available for individuals with disabilities during the application and recruiting process.
• Employment eligibility is limited to states where the organization is registered as an employer; candidates residing in Alaska, Delaware, Hawaii, Idaho, Iowa, Montana, Nebraska, North Dakota, Rhode Island, South Dakota, or West Virginia are not eligible.