Staff Product Manager

Description

You report to the CTO. The company builds AI for customer support, one of three fast-growing categories in B2B AI alongside coding and legal.

The company holds a strong position in that category and has hundreds of loyal clients, including major retail brands and large healthcare institutions.

The market is splitting. Generic tooling players build custom agents from scratch, while industry-specific products win on client satisfaction because they pay back quickly. The company takes the second approach.

Retail and healthcare each represent a $5B+ market, and the company is still early in both.

The company grew on the idea that a reference list should be as long as the customer list. The team has more than 100 people, with offices in New York, Los Angeles, and the UK, and the team works across the US, UK, and Canada.

The company has raised $30M+ in total, including a $20M Series A backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point, and Forum Ventures, plus founders and executives from Amazon Alexa, Ada, Attentive, and Simon Data.

Responsibilities

• Automate complex customer calls covering subscriptions, billing, and healthcare workflows.
• Shape how AI agents behave in unclear, multi-turn conversations.
• Build systems that combine voice, AI, APIs, integrations, and real-time decisions.
• Drive client results: automation rate, resolution rate, revenue collected, retention, and ROI.
• Own one or more of the company's most complex product areas, from the client problem through a measured outcome.
• Work with enterprise clients at every level, from executives to frontline agents. Study live workflows, identify the real problem, and push back when a requested fix is wrong.
• Answer your own questions by writing SQL, calling APIs, and building prototypes with scripts, notebooks, and AI coding tools before handing work to engineering.
• Run short cycles from problem to prototype to client feedback to production, measured in days rather than weeks.
• Work alongside engineers as a technical peer on architecture, integrations, evals, failure modes, latency, and reliability, including debugging in production.
• Ship in the weekly product releases.
• Turn one-off client solutions into product used by hundreds of brands.
• Hire, manage, and develop PMs and Product Owners, sharpen how the team makes decisions, and set a builder mindset.

Requirements

• At least 8 years in product, forward deployed engineering, solutions engineering, or as a technical founder, with recent work where you personally built and shipped.
• Have owned products where system behavior determined success, such as AI agents, voice, LLM products, automation, integrations, or enterprise workflow software.
• Credible with both clients and engineers, needing no translator in either direction.
• Hands-on and technical: comfortable with SQL, APIs, data, and prototyping tools, and inclined to build rather than coordinate.
• Focused on outcomes like revenue, retention, and efficiency rather than roadmaps shipped.
• Have examples of going from a problem to a working prototype in hours or days, then on to production.
• Have managed and grown product teams while staying hands-on, and have worked without a dedicated analyst, researcher, or program manager.
• Still enjoy getting into the product, the data, and the client workflow after years of seniority.
• Willing to support teammates, as they will support you.
• Experience at an AI, agent, voice, or communications infrastructure company.
• Healthcare or commerce/CX workflow experience.
• Background as a Forward Deployed Engineer, founding PM, or an engineer who moved into product.
• Experience with evals, model quality, or telephony.

Conditions

Onsite in Brooklyn, NY or Marina del Rey, CA, Monday through Friday, five days a week in the office.

Pay ranges from $150,000 to $265,000 USD. Final pay may vary by location, experience, and qualifications.

The company is an equal opportunity employer and considers applicants regardless of protected characteristics.

Benefits

• Comprehensive healthcare.
• Unlimited vacation, with a mandatory half week off for everyone over July 4 and a full week off at the end of the year.
• Eligible for equity, governed by company policy and requiring board approval.