Senior Technical Product Manager - Conversational AI

Location: USA, EST – Fully Remote

About the role

This role focuses on the end-to-end AI lifecycle, encompassing systems for products such as Conversational AI, Conversational Builder, Agent Assist, and KAI. You will be responsible for defining the technical roadmap to enhance AI accuracy, scalability, and performance, ensuring seamless and intelligent handling of customer interactions. Your work will directly impact customer satisfaction and operational efficiency by leveraging cutting-edge LLMs and natural language processing to deliver world-class conversational experiences. You will collaborate closely with cross-functional teams, including Engineering, Data Science, Sales, and Customer Success, to define product strategy, prioritize features, and deliver innovative solutions that ensure scalability, reliability, and best-in-class experiences for brands.

Responsibilities

• Develop and articulate a clear product vision and strategy for Conversational AI Teams, ensuring alignment with the company's goals and strategic advancements.
• Define, review feature requests, and prioritize product features and enhancements based on customer feedback, market research, competitive analysis, and business objectives, focusing on message processing, real-time routing, and system scalability.
• Create and maintain a detailed product roadmap, outlining key milestones, dependencies, and timelines for delivering new AI capabilities that enhance conversation handling and agent assist features.
• Work closely with Engineering, Infrastructure, Cloud, AI/ML teams, Sales, and Customer Success to align priorities and drive execution of platform improvements that optimize system performance and reliability.
• Champion a platform-first approach, ensuring the Conversational AI platform infrastructure is designed for high availability, low latency, and the ability to process billions of messages with optimal efficiency.
• Conduct ongoing research and analysis to identify emerging trends in large-scale messaging, Conversational AI, AI-driven routing, and emerging LLM trends to inform platform evolution.
• Engage with enterprise customers, partners, and internal stakeholders to gather insights on performance bottlenecks, pain points, and evolving needs, translating feedback into actionable product improvements.
• Partner with Marketing, Sales, and Customer Success teams to develop go-to-market strategies, ensuring seamless adoption of new platform features and driving overall business impact.
• Define key performance indicators (KPIs) and metrics to measure the effectiveness of Conversational AI platform capabilities, leveraging data to optimize performance, reduce latencies, and improve AI routing and resolution accuracy.
• Stay informed about advancements in Conversational AI systems, large language models (LLMs), and best practices in high-scale AI infrastructure, sharing insights to drive platform innovation.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or a related field (MBA preferred).
• 7+ years of experience in product management, with a track record of successfully launching and managing SaaS products or platforms. Experience in AI/ML-centric SaaS products or platforms in the enterprise space is a plus.
• Deep understanding of Conversational AI systems, including natural language processing (NLP), Large Language Models (LLMs), dialog management, and the underlying technical architecture.
• Proven ability to develop and execute product strategy, prioritize features, and drive product roadmap planning in a fast-paced, agile environment.
• Strong analytical skills, with the ability to gather and interpret data, identify trends, and make data-driven decisions. Experience with AI performance metrics (e.g., resolution rate, accuracy, latency) is a plus.
• Excellent communication, collaboration, and leadership skills, with the ability to influence and inspire cross-functional teams.
• Experience working with enterprise customers and a strong customer focus, with the ability to empathize with customer needs and pain points.
• Passion for innovation, creativity, and solving complex problems to deliver impactful solutions in the rapidly evolving Conversational AI industry.

Pay

The salary range for this role will be between $130,000 - $150,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications.

Benefits

• Health & Wellbeing
  • Comprehensive medical, dental, and vision insurance plans.
  • Access to wellbeing resources and programs, including an Employee Assistance Program (EAP).
  • Confidential and free professional counseling through the EAP.
• Financial Security & Growth
  • 401(k) Retirement Plan with a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution).
  • HSA & FSA Plans for pre-tax health-related expenses.
  • Employee Stock Purchase Program (ESPP) with a discount on company shares.
  • Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance, legal plan, identity theft protection, and critical illness supplemental insurance.
  • Access to internal professional development resources.
• Time Away & Family Support
  • Flexible Paid Time Off (PTO) with manager approval.
  • Paid public holidays.
  • Generous parental leave policy, including maternity/paternity support and fertility services.
• Workplace Flexibility
  • Fully remote role with a remote-first model.
  • Access to dedicated WeWork spaces for in-person collaboration.