Staff Product Manager, Intelligent Customer Experience

Accountabilities:

• Own the strategy, roadmap, and measurable outcomes for the intelligent customer experience, covering AI support quality, automated resolution, and human escalation.
• Increase automated resolution by enabling AI-powered support agents to accurately answer customer questions and take appropriate actions while directing complex or high-value issues to human support.
• Define and continuously improve AI quality standards, including answer accuracy, resolution quality, escalation effectiveness, and identification of failure modes that prevent customers from achieving successful outcomes.
• Build the measurement and observability framework for key indicators such as agent and bot quality scores, automated resolution rates, customer experience cycle time, escalation routing, and customer satisfaction.
• Establish and drive adoption of a company-wide supportability framework that ensures new product capabilities can be effectively supported through AI agents, automation, or human support from launch.
• Create a continuous feedback loop between customer issues and product development, ensuring recurring bugs, product gaps, and support insights become prioritized product and engineering initiatives.
• Lead cross-functional initiatives across Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, and Content Operations to turn fragmented efforts into a scalable customer experience capability.
• Use customer feedback, support data, experimentation, and performance metrics to prioritize investments, improve experiences, and measure progress against defined customer and business outcomes.
• Build alignment around an ambitious product vision and inspire cross-functional teams to execute against a clear, measurable mission.

Requirements

• 10+ years of varied product management experience across startups and scaled organizations, including experience building 0-to-1 platforms or capabilities that required adoption by multiple internal teams.
• Direct experience working with AI-powered agents and/or conversational agents, with a deep understanding of how these systems perform in practice, where they fail, and which product and technical levers improve answer and resolution quality.
• Proven ability to establish cross-functional standards, drive platform adoption, and influence teams without direct management authority.
• Strong product judgment grounded in customer experience and support data, with the ability to define meaningful metrics and make decisions using incomplete, messy, or evolving datasets.
• Demonstrated ability to create bold product visions, communicate strategy clearly, and inspire teams and stakeholders around ambitious goals.
• Experience partnering simultaneously with go-to-market functions such as support, customer success, and content, as well as research and development teams.
• Experience in B2C and/or B2B SaaS environments, particularly within product-led-growth organizations, is highly relevant.
• Strong strategic thinking, analytical capabilities, communication skills, and stakeholder management abilities, with a demonstrated capacity to turn ambiguous challenges into actionable product strategies.
• Ability to operate effectively in a fast-moving environment while balancing long-term platform strategy with near-term customer and business outcomes.
• Must be currently residing in California and able to commute to the San Francisco Bay Area office, with the role requiring an in-office presence approximately 2–3 days per week.
• Candidates must be legally authorized to work in the United States, as immigration sponsorship is not currently provided.

Benefits

• Tier 1 annual base salary: $237,305–$300,121 USD.
• Tier 2 annual base salary: $217,530–$275,111 USD.
• Tier 3 annual base salary: $197,754–$250,101 USD.
• Starting compensation is determined based on relevant experience, skills, interview performance, location or metropolitan area, and internal pay equity.
• Equity awards are available to eligible full-time employees working 30 or more hours per week.
• Competitive benefits and a comprehensive total rewards package.
• Hybrid work arrangement for candidates based in California, with the position centered around the San Francisco Bay Area office.
• Candidates outside the Bay Area may be expected to travel to the San Francisco office a few times per month.
• Occasional travel may also be required for company events, team collaboration, or offsites.
• Reasonable accommodations are available for individuals with disabilities during the application and recruiting process.
• Employment eligibility is limited to states where the organization is registered as an employer; candidates residing in Alaska, Delaware, Hawaii, Idaho, Iowa, Montana, Nebraska, North Dakota, Rhode Island, South Dakota, or West Virginia are not eligible.
• An inclusive workplace culture focused on belonging, diversity, collaboration, and ensuring employees feel valued, respected, and heard.