Principal Product Manager – Conversational AI

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

📋 Description

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

• Collaborate with enterprise partners through the processes of discovery, requirement shaping, and making launch decisions.

• Convert partner inquiries into product selections that support a single product across various partners.

• Work alongside Partner Solutions for implementation and onboarding processes.

• Lead daily design tasks in 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 for resolution rates, containment, escalation accuracy, and overall conversation quality.

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

• Iterate based on production conversation data.

• Work in partnership with GTM, Partner Solutions, and Success teams, integrating field insights into the product roadmap.

⛳️ Requirements

• Minimum of 8 years of experience in product management.

• Principal or lead-level experience managing a customer-facing product.

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

• Proficiency in design, with the ability to manipulate design files and independently produce flows and basic mocks in Figma.

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

• Capability to write sufficient code to create a working prototype independently, without reliance on an engineer.

• Familiarity with AI coding tools is essential.

• Hands-on experience in building or delivering web front ends.

• Ability to engage with engineers in a credible manner.

• Extensive partner-facing experience with enterprise clients.

• Proven track record in shaping product requirements and making launch decisions at the product level.

• Data-driven mindset supported by customer service and automation metrics, such as resolution, containment, CSAT, and escalation quality.

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

🏝️ Benefits

• Competitive salary.

• Pre-IPO equity packages.

• Employee premiums fully covered for private medical and dental plans.

• Private life and accident insurance coverage.

• Generous parental leave policy that exceeds industry standards.

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

• Stipend for work-from-home expenses.

• Unlimited paid time off (PTO).

• Monthly cash allowance for gym memberships.

• Monthly cash allowance for home office costs.

• Carrot Cash travel stipend.

• Open lines of communication with management and company leadership.

• Small, dynamic teams that create a significant impact.