Staff Product Manager, Intelligent Customer Experience
About the role
For our client, we are seeking a Staff Product Manager, Intelligent Customer Experience to join the team of a leader in the Information Technology space. This role will own the strategy and outcomes for intelligent customer experience initiatives that improve support operations at scale. You will partner closely with support, GTM, and R&D stakeholders to drive adoption of AI-enabled capabilities, strengthen measurement, and improve how customer issues are translated into product and process improvements. The position is focused on creating scalable automation and supportability standards that enhance agent efficiency and deliver better experiences across the organization.
Location: Remote - US based candidates only, no visa sponsorship available. Must reside in California and be able to commute to a San Francisco Bay Area office.
Responsibilities
- Own strategy and outcomes for intelligent customer experience initiatives
- Enable automated resolutions to enhance support agent efficiency
- Define and improve AI quality metrics and failure mode resolutions
- Build measurement frameworks for customer support effectiveness
- Drive adoption of supportability standards across the organization
- Ensure feedback loops between customer issues and R&D are established
- Lead cross-functional teams to create scalable customer support capabilities
Qualifications
- 10+ years of product management experience in both startups and large companies
- Experience with AI and conversational agents, including their operational nuances
- Proven ability to drive cross-functional platform adoption without direct managerial authority
- Strong analytical skills with the capability to derive metrics from incomplete data
- Visionary leadership with the ability to inspire others
- Experience working alongside GTM and R&D stakeholders in SaaS environments
Benefits
- Opportunity to impact millions of users during a growth phase
- Professional development and accelerated career advancement
- Collaborative and supportive work environment
- Engagement in meaningful work with a talented team of professionals
Pay
$237,305 – $300,121 annually