Senior Product Manager

Description

The company builds customer experience AI software used by more than 25,000 businesses, including 85 of the Fortune 100, across 150+ countries. Its software handles over 120 million customer interactions a day and monitors more than 3 billion financial transactions. The company has over 8,500 employees in 30+ countries and is seen as a market leader in AI, cloud and digital.

The team is hiring a senior product manager for the internal AI services layer that powers the company's customer experience platform. The layer provides real-time and post-call transcription, topic AI, sentiment analysis and behavior models. Application teams build customer-facing products on top of these services.

The service is not sold directly to enterprises, but it is run with commercial discipline. Success is judged by how widely internal teams adopt the services, how good the services are, and how much they strengthen the company's AI position in the market.

This is a senior individual contributor role. You will work with internal application teams that consume the services, and with enterprise customers who use those applications and want to speak with the experts behind them.

Responsibilities

• Set the direction and priorities for your service area and keep its roadmap current.
• Write and maintain a precise, machine-readable service specification for each release, created through prototyping, that developers use as the main input for building the service.
• Stay expert on your service area's AI capabilities, competitors and real production performance.
• Find the application teams that should use each service, identify what blocks them, and push the changes that remove those blockers.
• Increase the number of company applications actively using each service.
• Work with application product managers so services are well positioned, documented and ready to integrate.
• Explain each service's value to internal teams in terms of accuracy, latency, reliability and ease of integration.
• Track the unit economics and cost per unit delivered across your services.
• Share clear cost and performance data with internal consumers so they can make informed adoption decisions.
• Act as the Analytics Platform expert in enterprise customer engagements, and bring customer feedback straight into the roadmap.
• Join application product managers in customer meetings to keep the AI capability accurately described.
• Build direct relationships with enterprise customers, especially in AI governance, risk and data science.
• Turn what you learn from customers, such as performance gaps, new use cases, governance needs and integration patterns, into service requirements.
• Represent the service at customer sales meetings, events and user conferences.
• Test ideas and assumptions with real customers before engineering starts.
• Design and run structured evaluation cycles on AI outputs: set baselines, find failure clusters, change one thing at a time and record results.
• Use AI tools in discovery, synthesis, spec writing, competitive analysis and stakeholder communication.

Requirements

• Must have: 8+ years of experience in software product management or a closely related role.
• Must have: experience owning a product or service with clear adoption, usage or commercial metrics, and a record of improving them.
• Must have: experience engaging enterprise customers as a technical expert, including with AI governance, risk or data science teams.
• Must have: experience building AI-native product prototypes with AI tools and running structured AI evaluations.
• Must have: experience writing product specifications detailed enough that engineers can build with little back-and-forth.
• Must have: working knowledge of version control and basic development workflow, enough to manage a prototype codebase in Git.
• Must have: experience leading and influencing teams that do not report to you in a matrixed global organization.
• Must have: proven ability to grow adoption of a product or service inside an organization, including knowing what drives and blocks it.
• Must have: ability to track and explain service economics clearly, while keeping current AI model costs in perspective, since the technology is getting cheaper faster than teams can optimize it.
• Must have: ability to discuss accuracy benchmarks, integration patterns and business value with enterprise customers.
• Must have: strong written and spoken communication for both technical and non-technical audiences.
• Must have: ability to write precise, detailed specifications that developers can execute from.
• Must have: strong cross-functional leadership and project management skills.
• Must have: hands-on understanding of LLM behavior, including prompt design, output evaluation and failure modes.
• Must have: bachelor's degree.
• Preferred: product management for platform, infrastructure or API layers where the direct customer is an internal team or developer.
• Preferred: experience in contact center, customer experience, analytics or related enterprise software.
• Preferred: experience with conversational AI, virtual agents or generative AI applications, especially from the view of shared AI services they consume.
• Preferred: understanding of AI governance topics such as data privacy, audit logging and regulations like GDPR and CCPA as they apply to AI services used by several application teams.
• Preferred: experience with agentic AI workflows and multi-step AI orchestration, and how they shape requirements for underlying AI services.

Conditions

Senior individual contributor role.