Staff Product Manager, Intelligent Customer Experience

Role overview

Partner with engineering, GTM, marketing, and customer support leaders as a senior product owner for an AI-driven customer experience initiative spanning help center content, support automation, conversational agents, and human escalation paths. The role focuses on turning fragmented support efforts into a durable, multi-quarter capability tied to measurable growth and satisfaction outcomes.

Responsibilities

• Set strategy, roadmap, and outcomes for intelligent customer experience, including AI support quality, automated resolution, and human escalation.
• Grow automated resolution by expanding what the support agent can accurately answer and act on, reserving human support for high-value and complex issues.
• Define and improve AI quality signals such as answer accuracy, resolution quality, escalation effectiveness, and recurring failure modes.
• Build the measurement and observability layer for agent quality scores, automated resolution rate, cycle time, escalation routing, and customer satisfaction.
• Drive adoption of a company-wide supportability contract so every new product capability is supportable by AI, automation, or humans from launch.
• Connect customer issues back to R&D, ensuring recurring bugs and product gaps translate into prioritized engineering actions.
• Lead cross-functional alignment across product, engineering, AI/data, growth, monetization, trust and safety, support, and content operations.

Requirements

• Ten or more years of product management experience spanning startups and scaled companies, including zero-to-one platform or capability work that other internal teams adopted.
• Direct experience with AI-powered or conversational agents, including a practical understanding of where these systems fail.
• Track record of driving cross-functional standards or platform adoption across teams without direct authority.
• Strong product sense grounded in support or customer experience data, with the ability to define metrics from incomplete inputs.
• Experience partnering simultaneously with GTM stakeholders and R&D, ideally in B2C and/or B2B SaaS product-led-growth environments.
• Authorization to work lawfully in the United States.

Nice to have

• Background defining taxonomies, instrumentation, or quality frameworks for support organizations.
• Exposure to experimentation programs that connect support improvements to retention or growth outcomes.

Benefits and work setup

• Hybrid role based in the San Francisco Bay Area; candidates must reside in California and be able to commute to a local office.
• Annual base salary ranges from $197,754 to $300,121 depending on metropolitan tier, plus equity and eligibility for a top performer bonus program.
• Competitive benefits package for full-time staff, with occasional travel for company events and offsites.