Staff Product Manager

Job Summary

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

Key responsibilities

• Manage the product roadmap and delivery for support surfaces, optimizing automated and human-assisted interactions
• Identify opportunities to improve automation rates and customer satisfaction through proactive outreach and efficient issue resolution
• Collaborate with cross-functional teams to build AI-integrated capabilities and ensure reliable, scalable support systems

Required qualifications

• 7+ years of product management experience with a focus on customer-facing products and back-end systems
• Experience in building or scaling AI-powered customer support products and automation workflows
• Proven track record of defining success metrics and using data for prioritization in complex funnels
• Familiarity with multiple SaaS platforms, including Amazon Connect and Salesforce, and experience in system architecture
• Ability to influence outcomes and align priorities across multiple product groups in a matrixed environment