Principal Product Manager – Conversational AI

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

📋 Description

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

• Collaborate with enterprise partners through discovery sessions, requirement shaping, and decisions regarding product launches.

• Convert partner requests into product selections that support a single product across multiple partners.

• Work alongside the Partner Solutions team for implementation and onboarding processes.

• Make 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 evaluate conversation flows and interface concepts.

• Establish and uphold quality standards related to resolution rates, containment, escalation accuracy, and overall conversation quality.

• Define agent behaviors, including resolution strategies, tone, escalation policies, guardrails, and edge case handling.

• Continuously refine based on data from production conversations.

• Work collaboratively with GTM, Partner Solutions, and Success teams to integrate field insights into the product roadmap.

⛳️ Requirements

• Over 8 years of experience in product management.

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

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

• Proficiency in design, with hands-on experience in Figma.

• Capable of independently producing flows, wireframes, and basic mockups.

• Ability to write sufficient code to create working prototypes without relying on an engineer.

• Familiarity with AI coding tools.

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

• Credibility in engaging with engineers.

• Extensive partner-facing experience with enterprise clients.

• Background in shaping product requirements and making launch decisions.

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

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

🏝️ Benefits

• Competitive salary.

• Pre-IPO equity packages.

• Unlimited paid time off (PTO).

• Carrot Cash travel stipend.

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

• Work-from-home stipend.

• Generous parental leave policies, exceeding industry standards.

• 100% employer-paid medical, dental, and vision coverage for employees.

• Disability and life insurance.

• Health Reimbursement Account (HRA).

• DCA/FSA options.

• Access to a 401k plan.

• Entrepreneurial work culture.

• Open lines of communication with management and company leadership.

• Small, dynamic teams with significant impact.