Senior Product Manager

Description

The company is a unicorn building an AI-powered communications platform that helps teams grow their customer relationships.

It brings voice, SMS and WhatsApp together with over 250 integrations in one workspace, so customer conversations can lead to revenue, quicker fixes and more trust. Its AI Voice Agents take routine interactions while staff lead the conversations that matter most. More than 24,000 businesses use it.

The company has 600+ people from over 40 nationalities, spread across Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney and Mexico City. The team values ambition, product thinking and getting things done.

This role owns Calls & Routing, the core of the product. This area decides how each call reaches the right person, covering queues, IVRs and the reliability behind every conversation. As AI agents handle more customer conversations, the team also owns the handoff from AI to a human, which needs to be fast, smart and seamless.

You will set the strategy for this area and work with Engineering, Design, Data and Go-to-market to deliver customer and business impact with minimal oversight.

Responsibilities

• Set the strategy for Calls & Routing and help shape the wider domain vision, with roadmaps that explain their reasoning. Be ready to cut, deprioritize or push back when needed.
• Define ambitious goals and success metrics, such as adoption, reliability and customer outcomes, linked to company objectives.
• Own delivery from start to finish: decide when to experiment and when to ship, set go-to-market early with PMM, and work with Engineering on quality and tech debt.
• Talk with admins, supervisors and agents regularly. Combine qualitative and quantitative data to find the most critical gaps and opportunities.
• Align dependencies and trade-offs with other product areas, particularly the AI teams.

Requirements

• You have worked as a Product Manager for typically 5+ years, owning a product area end to end alongside an engineering team.
• You have a record of measurable customer and business impact.
• You are strong at discovery, prioritization and managing stakeholders.
• You think in data and are technically fluent, comfortable with complex, high-reliability systems and using AI in your own work.
• You have B2B SaaS experience and are fluent in English.
• You have experience in Telco, CCaaS or cloud telephony, or with AI-powered products.

Conditions

The company values diversity, equity and inclusion, and uses AI tools in parts of hiring, with people making final decisions.

Benefits

• You join at a key point for growth and opportunity.
• The company cares about its people and takes work-life balance seriously.
• The environment is fast to learn, entrepreneurial and has strong team spirit.
• The team spans 45+ nationalities with a multicultural outlook.
• Competitive salary package and benefits.