Group Product Manager

Job Summary

Leading the Agent Experience pod, the full-time remote Group Product Manager will set the vision and strategy for agent tooling, manage a team of PMs, and drive AI-first transformation to enhance customer support efficiency and quality.

Key responsibilities

• Set the vision and strategy for Agent Experience, identifying opportunities across workflows, automation, and AI
• Lead and develop a team of PMs, coaching them to improve execution and grow as product leaders
• Drive AI-first transformation by identifying areas where automation can enhance agent efficiency and customer experience

Required qualifications

• Proven experience as a product leader and people manager, with a track record of managing PMs
• Strong ability to navigate operational complexity and make strategic decisions in ambiguous environments
• Experience in designing tools that balance internal team efficiency with customer experience
• Familiarity with AI and automation in service operations, with the ability to evaluate their impact responsibly
• Bachelor's degree in a related field or equivalent practical experience