Senior Inbound Product Manager, CRM Voice AI

Description

The team sits inside the CRM business unit of the company and builds autonomous voice agents for customer service that resolve customer interactions from start to finish.

The agents already run in production with enterprise customers, and the team is growing quickly.

The agents run on a real-time streaming pipeline and are built into the same platform many customers use to manage front, middle, and back office workflows.

Customers who are not on that platform yet often come in through the voice agent first.

The team competes with well-funded AI startups and CCaaS incumbents.

Responsibilities

• Run two customer pods at once, staying hands-on through the full build from agent shadowing to production go-live.
• Own the relationship with each customer's team by setting timelines and expectations and then meeting them.
• Lead agent design, build, and evaluation for those pods together with your forward-deployed engineers.
• Build the tooling and intelligence layer that makes voice agents better and easier to create, including automated evaluation frameworks, call analytics, a customer admin experience for managing their own agents, and structured agent patterns such as deterministic procedures for repeatable tasks.
• Become one of the most experienced people in the company at getting a voice agent that works in the real world into production.

Requirements

• Experience using AI to improve work, decisions, or problem solving, such as using AI tools, automating workflows, interpreting AI-driven insights, or assessing how AI affects your function or industry.
• 5+ years of product management experience, or equivalent experience in a technical role such as engineering, solutions consulting, or technical program management where you owned product outcomes.
• Hands-on experience building and evaluating AI agents or conversational AI, including conversation design, prompt engineering, and testing and iterating on real user interactions.
• Comfort with data and evaluation, including measuring whether something works and building systems that do this at scale.
• Experience working directly with customers or end users on technical products. Enterprise sales experience is not required, but you must have been present where the work happens.
• A strong technical foundation: you can read code, understand API contracts, and discuss system design with engineers.
• A habit of building repeatable processes, so that a solution for one customer is designed to work for every customer.
• Experience with conversational AI, voice technology, or contact center operations.
• Even Better:
• Understanding of agentic AI design patterns and how to give an agent reliable, structured behavior alongside open-ended reasoning.
• Experience with telephony, including SIP, CCaaS platforms, and real-time media handling.

Conditions

Work happens in pods: small teams embedded with a single enterprise customer, taking them from the first call to self-sufficiency. Each pod covers agent shadowing, conversation design, build, production go-live, monitoring and optimization, and a handoff so the customer can run the agent alone.

Each pod pairs forward-deployed engineers with a product manager who owns both the customer outcome and the product learning from it.

Every product manager runs at least one pod directly and has visibility across the others. You work on the customer's calls and in their systems while shaping the product, and what you learn feeds the platform roadmap and reusable assets.

Base pay for this location is $143,200 to $243,400, plus equity where applicable, variable or incentive compensation, and benefits. Sales positions generally offer an On Target Earnings incentive structure. Base pay shown is a guideline, and total compensation depends on qualifications, skill level, competencies, and work location. Compensation depends on the geographic location of the role and may change.

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

Reference code: FD21.

Benefits

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