Senior Principal Inbound Product Manager, CRM Voice AI

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

📋 Description

• Lead a complex customer engagement pod and provide product guidance across two additional pods.

• Manage the entire customer engagement lifecycle, including agent shadowing, conversation design, build, production go-live, and ensuring customer self-sufficiency.

• Collaborate directly with enterprise customers in their environments and on their calls to address technical issues.

• Oversee the conversational experience, focusing on dialog quality, turn-taking, interruption management, barge-in behavior, and endpointing.

• Partner with the platform voice team to drive innovations in voice-pipeline technology and low-latency infrastructure.

• Shape decisions regarding real-time streaming, LLM orchestration, and voice-to-voice model integration utilizing production customer data and edge scenarios.

• Take ownership of a specific industry vertical and discern patterns, intents, and conversation flows for productized voice content.

• Incorporate customer insights into the platform roadmap and scalable product offerings.

⛳️ Requirements

• Over 12 years of experience in product management.

• Recent, hands-on experience in delivering voice AI or conversational AI products.

• Proficiency in ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, and turn-taking.

• Experience in making trade-off decisions related to voice-stack technologies.

• Familiarity with telephony integration, including SIP, call transfers, IVR systems, or CCaaS platforms.

• Proven experience working closely with enterprise customers on technical deployments.

• Background in building or assessing conversational systems.

• Technical expertise in LLM orchestration for real-time conversational applications.

• Preferred experience in productizing customer-specific solutions into repeatable, industry-level assets.

• Industry knowledge in telecommunications, financial services, travel, or healthcare is preferred.

• Preferred experience in defining voice-specific evaluations such as task completion, latency, transcription accuracy, and conversational quality.

🏝️ Benefits

• Equity (when applicable).

• Variable/incentive compensation.

• Health plans.

• Flexible spending accounts.

• 401(k) Plan with company match.

• Employee Stock Purchase Plan (ESPP).

• Matching donations.

• Flexible time away plan.

• Family leave programs.