Principal Product Manager – Conversational AI

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the roadmap for the customer-facing conversational agent across chat and voice, encompassing intent coverage, conversation design, and partner-embedded interfaces.

• Engage with enterprise partners to conduct discovery, shape requirements, and make launch decisions.

• Convert partner requests into product options that enable a single product to serve multiple partners.

• Collaborate with Partner Solutions on implementation and onboarding processes.

• Drive hands-on design decisions using Figma, creating flows and wireframes while collaborating on high-fidelity and production assets.

• Develop functional prototypes utilizing AI coding tools to test conversation flows and interface concepts.

• Establish and uphold quality standards concerning resolution rates, containment, escalation accuracy, and conversation quality.

• Define agent behavior, including resolution strategies, tone, escalation policies, guardrails, and handling edge cases.

• Iterate based on production conversation data.

• Collaborate with GTM, Partner Solutions, and Success teams, integrating field insights into the roadmap.

⛳️ Requirements

• Over 8 years of experience in product management.

• Principal or lead-level ownership of a customer-facing product.

• Strong preference for experience in conversational AI, customer experience automation, or related fields.

• Proficiency in design and the ability to work hands-on in Figma, producing flows and basic mockups independently.

• Experience acting as a de facto design lead within a lean team environment.

• Capability to write sufficient code or utilize AI coding tools to independently create working prototypes.

• Hands-on front-end development experience in building or shipping web front ends.

• Ability to engage with engineers in a credible manner.

• Extensive partner-facing experience with enterprise clients, particularly in regulated industries.

• Data-driven mindset utilizing resolution, containment, CSAT, and escalation-quality metrics.

• Familiarity with LLM-based products, prompt and behavior design, AI quality practices, and potential failure modes.

🏝️ Benefits

• Competitive salary along with pre-IPO equity packages.

• Hopper covers 100% of the premiums for the group insurance plan.

• Coverage for life, short-term, and long-term disability.

• HSA that covers eligible medical and dental expenses.

• Dialogue telemedicine services available for all employees and dependents, anytime, anywhere.

• RRSP plan with automatic pre-tax withdrawals per paycheck.

• Generous parental leave policy.

• Unlimited PTO.

• Carrot Cash travel stipend.

• Access to on-demand co-working space through FlexDesk.

• Work-from-home stipend provided.

• Open lines of communication with management and company leadership.

• Join small, dynamic teams that have a significant impact.