Director of Product Management, CS/AI
Ladders · New York, NY · 1 wk ago
On-siteMarketing$248k–$310k/yrFull-time
Responsibilities
- Own the comprehensive strategy for automated and intelligent customer support solutions
- Design the in-app support experience, maximizing user self-resolution capabilities
- Build the agentic resolution platform, defining agent capabilities and workflows
- Own the customer intelligence layer, specifying ML-driven personalization and routing features
- Drive the interaction data model for sustained intelligence improvements
- Define requirements for vendor integration with the orchestration architecture
- Enable AI assist features for human agents in collaboration with product management
Qualifications
- 6+ years of product management experience, including 2 years in AI, ML, or agentic systems
- Proven experience taking an AI capability from concept to launch in a resource-constrained environment
- Experience in managing end-to-end customer-facing AI interactions
- Strong judgment on automation solutions and their appropriate use cases
- Hands-on experience with LLM-native orchestration and related processes
- Ability to track and own key performance metrics
Benefits
- Competitive medical, dental, and vision insurance
- Company equity for employees
- 401(k) plan with company matching contributions
- Unlimited paid time off plus 13 paid holidays
- Parental leave for new parents
- Free the company subscription for employees
Pay
$248,000 – $310,000 annually
Schedule
Not specified