Product Manager, CX: IFS Loops

Job Description

Use Case Discovery & Validation

• Identify and prioritize agent use cases with high ROI: operational automation, coordination agents, internal task delegation, etc.
• Work with users and stakeholders to understand their workflows, challenges, and trust boundaries.
• Prototype and iterate agent behaviors in production-like environments to validate fit and reliability.

Experience with Support Tech Stacks:

• Deep familiarity with CRM and Help Desk platforms like Zendesk, Salesforce Service Cloud, or Jira Service Management.

Product Design and execution

Define the agent experience -from delegation to monitoring to escalation for real-world scenarios.

• Translate use cases into clear product specs: user flows, system interactions, prompts, safety requirements, and interfaces.
• Own the roadmap and ship iteratively: starting small, learning fast, scaling wisely.
• Build Help Centers, Knowledge Bases, or AI Chatbots that successfully diverted support tickets.

Cross-Functional Collaboration

• Collaborate with engineering to align product needs with agent platform capabilities (planning, memory, tool orchestration, retries, etc.).
• Partner with AI research to bring experimental features into real-world settings.
• Ensure the platform supports the complexity of applied, multi-step, tool-using agents.

Strategy & Metrics

• Define success metrics around outcomes - time saved, accuracy improved, failures recovered - not just clicks or sessions.
• Build product foundations that allow for vertical reuse, system generalization, and long-term scalability.

Qualifications

• Minimum Qualifications: 5+ years of product management or startup experience building technically complex, user-facing systems
• Strong intuition for applied use cases — especially in automation, operations, or real-world workflows
• Familiarity with agentic AI patterns and tooling (e.g., LLM agents, tool use, LangChain, OpenAI functions, memory systems)
• Experience working closely with engineers and researchers on system-level product decisions
• Strong communication, prioritization, and execution skills

PREFERRED QUALIFICATIONS

• Exposure to or interest in domains like logistics, field ops, manufacturing, or systems integration
• Background in AI/ML infrastructure, developer platforms, robotics, or IIoT
• Experience designing for human-in-the-loop or semi-autonomous systems
• Hands-on experience with prototyping workflows or agents using modern frameworks (e.g. LangGraph, AutoGen)

Additional Information

• We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences.
• Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
• VEVRAA Federal Contractor, Equal Opportunity Employer