Senior Product Manager

Description

The company is a unicorn building an AI-powered communications platform that helps teams win customers through conversation.

For over a decade it has combined voice, SMS and WhatsApp with 250+ integrations in one workspace, so each customer conversation can drive revenue, resolve issues faster and build trust.

Its AI Voice Agents take routine interactions while staff lead the conversations that matter most. More than 24,000 businesses use the platform.

The company has 600+ people from 40+ nationalities, with offices in Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney and Mexico City.

This role owns Calls & Routing, the core of the product. The area decides how each call reaches the right person and covers queues, IVRs and the reliability behind every conversation.

As AI agents take on more customer conversations, the team also owns the handover from AI to a human, which needs to be quick, intelligent and smooth.

You will set the strategy for this area and work with Engineering, Design, Data and go-to-market teams to deliver results for customers and the business, with little day-to-day oversight.

Responsibilities

• Talk regularly with customers, including admins, supervisors and agents. Combine qualitative and quantitative data to find the most important product gaps and opportunities.
• Set the strategy for Calls & Routing and help shape the wider domain vision. Build roadmaps with clear reasoning, and be ready to cut work, lower priorities or push back.
• Define ambitious goals and success metrics tied to company objectives, for instance how widely a feature is adopted, how reliable it is and what customers achieve with it.
• Own delivery from start to finish. Decide when to test and when to ship, define go-to-market early with product marketing, and work with Engineering on quality and technical debt.
• Align dependencies and make trade-offs with other product areas, particularly the AI teams.

Requirements

• You have worked as a Product Manager, typically for 5+ years, owning a product area end to end alongside an engineering team.
• You can point to measurable impact on customers and the business.
• You are strong at discovery, prioritization and managing stakeholders.
• You make decisions with data, understand technology well, and are comfortable with complex, high-reliability systems. You already use AI in your own work.
• You have B2B SaaS experience and speak fluent English.
• You have experience in Telco, CCaaS or cloud telephony, or with AI-powered products.

Conditions

The company values diversity, equity and inclusion and is committed to equal opportunity, and it uses AI tools to support parts of hiring, with final decisions made by people.

Benefits

• This is a key moment to join the company for growth and opportunity.
• The company cares about its people and treats work-life balance as important.
• You will learn fast in an entrepreneurial environment with a strong team spirit.
• You will work alongside colleagues from 45+ nationalities in a multicultural setting.
• A competitive salary package and benefits.