Principal Inbound Product Manager, CRM Voice AI

Description

The company builds autonomous voice agents for customer service that resolve customer interactions end to end. The team sits inside the CRM business unit, is shipping production voice AI with enterprise customers now, and is scaling quickly.

The agents run on a real-time streaming pipeline and live on the same platform where many customers already run their front, middle, and back-office workflows. For customers who don't yet use those workflows, the voice agent is often the entry point. The team competes with well-funded AI startups and CCaaS incumbents.

The pod model means you will gain more production voice AI experience in a year than most PMs gain in several, across industries, contact center setups, and conversation types. Speech models are changing faster than any other part of the voice AI stack, and you will test them on live traffic with enterprise customers under real SLAs, not only in a lab. You will work between the platform voice team and the CRM team, with influence in both directions.

Responsibilities

• Run one pod directly and support one or two others by setting product direction and removing blockers.
• Own the relationship with each customer's leadership team, set timelines and expectations, and deliver against them.
• Own agent design, build, and evaluation for your pods together with the forward-deployed engineers.
• Own STT and TTS model evaluation and experimentation for CRM Voice AI across the customer base, using structured tests on production workloads.
• Work with the platform voice team on model decisions, and answer whether customers should move to a newly released model.
• Spot patterns across pods and evaluations, pick the capabilities and conversation designs to productize for specific industries, and build the playbook for entering new markets.

Requirements

• You have 8+ years of product management experience, recently in voice AI, conversational AI, or speech technology.
• You have built and evaluated AI agents yourself, including conversation design, prompt engineering, and repeated testing against real user conversations. Speech model knowledge builds on this base.
• You understand ASR and TTS architectures and the trade-offs between latency, accuracy, naturalness, and cost, and you have evaluated or deployed them in production rather than only prototyping.
• You can design a test, instrument it, and turn the results into a product decision.
• You have worked with telephony, such as SIP, call transfers, IVR systems, or CCaaS platforms.
• You have worked directly with enterprise customers on technical products.
• You can move between deep model evaluation and customer-facing product work without losing either.
• Even Better: you have benchmarked several ASR or TTS providers against each other.
• Even Better: you have a machine learning or audio and speech engineering background, enough to take part in model architecture discussions.
• Even Better: you have industry experience in high contact-volume verticals such as telecommunications, financial services, travel, or healthcare.

Conditions

Work is organized in pods, small dedicated teams embedded with one enterprise customer from first call to self-sufficiency. A pod covers agent shadowing, conversation design, build, production go-live, monitoring and optimization, and a handoff that lets the customer run the agent alone, after which the pod moves on. Each pod pairs forward-deployed engineers with a product manager who owns the customer outcome and the product learning from it.

Every PM runs at least one pod directly and has visibility across the others. You work in the customer's environment, on their calls and in their systems, while shaping the product. Lessons from pods feed the platform roadmap and reusable assets that serve more than one customer.

Base pay is $166,500 - $291,400, plus equity when applicable, variable or incentive compensation, and benefits. Sales positions generally offer an OTE incentive structure. The base pay shown is a guideline, and individual total compensation varies with qualifications, skill level, competencies, and work location. Pay depends on the geographic location of the role and may change with work location.

Work persona (flexible, remote, or required in office) is assigned based on the nature of the work and the assigned work location. To confirm eligibility, the company may measure the distance between your primary residence and the nearest office using a third-party service.

Job code: FD21.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) plan with company match.
• ESPP.
• Matching donations.
• Flexible time away plan and family leave programs.