Principal Inbound Product Manager, CRM Voice AI

About the role

CRM Voice AI builds autonomous voice agents that resolve customer service interactions end‑to‑end. The team works in customer‑embedded pods, owning the full lifecycle from agent shadowing to production go‑live and handoff. In this role you run one pod directly and float across one to two others, own STT and TTS model evaluation and experimentation, and also own an industry vertical, identifying capabilities and conversation designs that can be productized for specific markets. You sit at the intersection of the platform voice team and the CRM team, influencing both directions.

Responsibilities

• Run one pod directly and float across one to two others, owning the full pod lifecycle: agent shadowing, conversation design, build, production go‑live, and handoff that makes the customer self‑sufficient.
• Own STT and TTS model evaluation and experimentation for CRM Voice AI: run structured evaluations against real production workloads, collaborate with the platform voice team on model decisions, and drive experimentation across the customer base.
• When a new speech model appears, determine whether to move customers to it using your methodology, data, and production context.
• Own an industry vertical: identify patterns across pods and model evaluations to prioritize and productize capabilities and conversation designs for specific industries, building playbooks for market entry.
• Work with forward‑deployed engineers and a product manager; run at least one pod directly; maintain visibility across other pods; feed learnings into the platform roadmap and productized assets.

Requirements

• 8+ years of product management experience, with recent work in voice AI, conversational AI, or speech technology.
• Working knowledge of speech models – ASR architectures, TTS synthesis approaches, and the tradeoffs between latency, accuracy, naturalness, and cost.
• Have evaluated or deployed these models in production, not just prototyped.
• Comfort with experimentation and evaluation methodology: know how to design a test, instrument it, and turn results into product decisions.
• Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms.
• Experience working directly with enterprise customers on technical products.
• Ability to context‑switch between deep technical model evaluation and customer‑facing product work without dropping either.

Skills

• Hands‑on experience benchmarking across multiple ASR or TTS providers.
• Background in machine learning or audio/speech engineering sufficient to participate in model architecture discussions.
• Industry expertise in verticals with high contact‑center volume: telecommunications, financial services, travel, healthcare.

Benefits

• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs

Pay

Base pay range: $166,500 – $291,400, plus equity (when applicable), variable/incentive compensation.

Schedule

Full-time, regular employee type.