Principal Product Manager – Conversational AI

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

📋 Description

• Take charge of the roadmap for the customer-facing conversational agent across both chat and voice platforms.

• Convert the needs of enterprise partners into product specifications and launch strategies.

• Collaborate with Partner Solutions to facilitate implementation and onboarding processes.

• Lead daily design initiatives in Figma, creating flows and wireframes.

• Develop functional prototypes utilizing AI coding tools.

• Establish quality standards that encompass resolution, containment, escalation accuracy, and conversation excellence.

• Outline agent behaviors, tone, escalation frameworks, guardrails, and potential edge cases.

• Leverage production conversation data for continuous improvement.

• Incorporate insights from go-to-market strategies, Partner Solutions, and Success teams into the product roadmap.

⛳️ Requirements

• A minimum of 8 years of experience in product management.

• Principal or lead-level responsibility for a customer-facing product.

• Strongly preferred experience in conversational AI, customer experience automation, or related fields.

• Proficiency in Figma, capable of independently producing flows and basic mockups.

• Adept at writing sufficient code to create working prototypes without the need for an engineer.

• Practical experience in front-end development.

• Extensive experience in enterprise partner relations, particularly within regulated sectors.

• A data-driven mindset utilizing customer service and automation performance metrics.

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

🏝️ Benefits

• Competitive salary along with pre-IPO equity options.

• Hopper covers 100% of group insurance premiums.

• Comprehensive life, short-term disability, and long-term disability coverage.

• Health Savings Account (HSA) for eligible medical and dental expenses.

• Access to Dialogue telemedicine services for employees and their dependents.

• RRSP plan with automatic pre-tax contributions.

• Generous parental leave policy.

• Unlimited paid time off (PTO).

• Carrot Cash travel stipend.

• On-demand coworking access via FlexDesk.

• Work-from-home stipend.