Principal Product Manager – Conversational AI

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Take ownership of the roadmap for the customer-facing conversational agent, covering both chat and voice, which includes intent coverage, conversation design, and partner-integrated interfaces.

• Collaborate with enterprise partners through discovery, requirements shaping, and making launch decisions.

• Convert partner requests into product selections that cater to multiple partners.

• Work alongside Partner Solutions for implementation and onboarding processes.

• Daily drive design decisions utilizing Figma to create flows and wireframes.

• Collaborate with design teams to produce high-fidelity and production-ready assets.

• Develop working prototypes using AI coding tools.

• Establish quality benchmarks with the evaluation team regarding resolution rates, containment, escalation correctness, and overall conversation quality.

• Define agent behavior, encompassing resolution, tone, escalation policies, guardrails, and edge cases.

• Continuously iterate based on production conversation data.

• Partner 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 responsibility for a customer-facing product.

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

• Proficiency in design and the ability to manipulate design files, producing flows and basic mockups independently in Figma.

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

• Capability to write sufficient code to independently create working prototypes, including with AI coding tools.

• Practical front-end experience in building or delivering web front ends.

• Ability to engage with engineers in a credible manner.

• Extensive partner-facing experience with enterprise clients; experience in regulated industries is ideal.

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

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

🏝️ Benefits

• Competitive salary.

• Pre-IPO equity packages.

• Unlimited PTO.

• Carrot Cash travel stipend.

• On-demand access to co-working space through FlexDesk.

• Work-from-home stipend.

• Generous parental leave.

• Open communication channels with management and company leadership.

• 100% employer-covered Medical, Dental, and Vision insurance for employees.

• Disability and Life insurance.

• Health Reimbursement Account (HRA).

• DCA/FSA.

• Access to a 401k plan.