Principal Product Manager – Conversational AI

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

📋 Description

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

• Collaborate with enterprise partners through discovery, requirement formulation, and decision-making for launches.

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

• Work alongside Partner Solutions on implementation and onboarding processes.

• Make design choices directly in Figma, creating flows and wireframes, and collaborating on high-fidelity and production assets.

• Develop functional prototypes using AI coding tools to evaluate conversation flows and interface concepts.

• Establish and maintain quality standards that include resolution rates, containment, escalation accuracy, and conversation quality.

• Define agent behaviors, such as resolution processes, tone, escalation policies, guardrails, and handling edge cases.

• Iterate based on data from production conversations.

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

⛳️ Requirements

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

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

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

• Proficiency in design and the capability to work directly in Figma.

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

• Ability to write sufficient code for independently building working prototypes.

• Familiarity with AI coding tools.

• Practical front-end experience in developing or launching web front ends.

• Competence in engaging engineers credibly.

• Extensive partner-facing experience with enterprise clients, preferably within regulated industries.

• Proven experience in shaping product requirements and making launch decisions.

• A data-driven mindset utilizing metrics related to customer service and automation, including 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.

• Hopper fully covers employee premiums for a group insurance plan through Vitality Health.

• Automatic contributions through Smart Pension.

• Generous parental leave, significantly exceeding industry standards.

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

• Work-from-home stipend.

• Carrot Cash travel stipend.

• Unlimited PTO.

• Open lines of communication with management and company leadership.

• Small, dynamic teams that create a substantial impact.