Senior Product Manager

Job Summary

Owning the product strategy and delivery for customer-facing support surfaces, the full-time Senior Product Manager will maximize automation rates and enhance customer satisfaction through chat, voice, and proactive signals in a remote-first environment.

Key responsibilities

• Manage the product roadmap and delivery for chat, voice, and proactive support channels, ensuring efficient resolution of customer issues
• Identify opportunities to improve automation rates and customer satisfaction, optimizing the transition between automated and human-assisted support
• Collaborate with cross-functional teams to integrate AI capabilities and ensure the reliability and compliance of support surfaces across various platforms

Required qualifications

• 7+ years of product management experience, focusing on both customer-facing products and back-end systems
• Experience in building or scaling AI-powered customer support products, including automation workflows and chatbots
• Proven track record of defining success metrics and using data to inform decision-making
• Ability to work across multiple SaaS platforms and collaborate with engineering teams on integrations and system architecture
• Experience influencing outcomes in a matrixed environment without owning end-to-end user experience