Forward Deployed Product Manager

About the Company

Sendbird is on a mission to build the AI workforce of tomorrow. For over a decade, we built the infrastructure behind conversations, chat, voice, video, and messaging APIs, becoming the #1 CPaaS platform for in-app communications. 4,000+ brands trust us, with 7 billion messages flowing through our platform every month and 300 million monthly active users. We powered conversations for DoorDash, Match Group, Noom, Yahoo Sports, Rakuten, and thousands of others.

In December 2024, we made a full strategic pivot to AI-first customer experience, launching our AI agent for enterprise CX in February 2025. In November 2025, we rebranded to Delight.ai. Our AI concierge builds memory over time, learns preferences, and connects context across every channel—chat, SMS, email, voice, WhatsApp—without losing the thread. We’re building AI that makes customers feel understood, seen, and remembered.

About the Role

The Forward Deployed Product Manager owns the full arc from pilot to production for Delight.ai’s AI Agent platform. You’ll work directly with customers to deploy, iterate, and prove value, then translate what you learn into product direction. This role is for someone equally comfortable in a customer whiteboard session and a GitHub issue thread.

Enterprise AI deployments don’t fail because the technology is wrong—they fail because no one bridges the gap between what a customer needs and what the product can do. That gap is where this role lives. You’ll be in a customer’s office on Tuesday, synthesizing insights for engineering on Wednesday, and refining deployment playbooks by Friday.

Responsibilities

• Embed with enterprise customers to map their CX workflows, then design and deploy AI agents using Delight.ai’s platform alongside supporting tools and automations to deliver measurable business outcomes.
• Run the full deployment lifecycle: scoping, configuration, testing, go-live, and post-launch iteration, using AI-assisted workflows to move faster at every stage.
• Surface field insights and translate them into crisp, prioritized feedback for product and engineering teams.
• Build and refine internal playbooks and tooling, including AI-powered templates and automated reporting, to make every future deployment faster and more reliable.
• Act as the connective tissue between customer success, engineering, and product to ensure nothing important gets lost between teams.
• Identify patterns across deployments that point to product gaps or opportunities, and advocate for them with data and customer evidence.
• Co-own deployment outcomes with customers—you’re accountable for what gets built, not just handing off a ticket.

Requirements

• 2 to 4 years in a PM or product-facing role, with a strategy consulting background as a strong plus.
• CS degree or technical equivalent—you understand how software is built, even if you’re not writing it day-to-day.
• Hands-on familiarity with AI tools, agent frameworks, or LLM-based systems. You’ve used them to do real work, not just experiment.
• Ability to be in our San Mateo office a minimum of 3 days per week and travel frequently, sometimes on short notice.

Nice to Have

• Prior 0 to 1 experience—you’ve built and launched something from scratch, whether as a founder or early team member.
• Hands-on experience with agent frameworks, LLM pipelines, or AI/ML tooling beyond conceptual familiarity.

You Might Be This Person If

• You get restless behind a desk and prefer untangling messy problems in front of customers over writing specs about them.
• You can read a room—you know when to lead a conversation and when to listen.
• You naturally translate vague customer pain into crisp, actionable product language, and you’re already reaching for AI tools to structure it faster.
• You treat ambiguity as a starting point, not a blocker, and move before the plan is perfect.
• You’ve got a traveler’s mindset—last-minute flights to close deployments energize you.
• You obsess over whether something works in the real world, not just in a demo.
• You learn fast and publicly, and you’re not precious about being wrong if it means getting to right faster.

Benefits

• Medical, dental, and vision coverage—100% of premiums covered for employees and ~80% for dependents.
• Generous time off: 20 days PTO, 13 company holidays, 7 sick days, 2 rest & rejuvenation days, 1 volunteer day, and your birthday off.
• $3,500 annual “Be Your Best Self” boost for growth-related expenses (gym, therapy, courses, books, etc.).
• Parental leave for all new parents.
• 401(k) with auto-enrollment, flexible contributions, and Vanguard’s investment platform from day one.
• HSA & FSA options for healthcare, dependent care, and commuter expenses.
• Life & disability coverage: 2x salary life insurance and AD&D, plus short- and long-term disability at no cost.

Pay

A reasonable estimate of the current salary range for this role is $140,000 - $175,000, specific to the San Francisco Bay market. Final compensation considers skill sets, experience, licensure, and business needs.

Schedule

Flexible work policy with a minimum of 3 days per week in the San Mateo office. Some roles may require more frequent in-office presence.