Senior Product Manager, CX & AI

Job Summary

Owning the product strategy and execution for CX and AI tooling, the full-time Senior Product Manager, CX & AI will manage the product roadmap, drive problem identification in the CX space, and build AI-integrated features to enhance customer support operations in a remote-first environment.

Key responsibilities

• Own the product roadmap for CX and AI tooling, overseeing discovery, requirements, launch, measurement, and iteration
• Drive the identification and prioritization of high-impact problems in the CX space, translating operational pain points into product solutions
• Collaborate with CX Operations and leadership to ensure tools meet user needs and define success metrics to measure impact

Required qualifications

• 5+ years of product management experience with a focus on internal tools or enterprise platforms
• Experience leveraging AI/ML capabilities to solve user problems and integrating AI-powered tooling into operational platforms
• Proven ability to manage a portfolio of products in complex, cross-functional environments
• Strong engagement skills with engineers on system design and the ability to communicate product vision to stakeholders
• Experience utilizing generative AI responsibly while maintaining human oversight for workflow improvements