Senior Product Manager – AI Suite

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

📋 Description

• Spearhead the development of the next generation of the AI suite, which includes voice and live agent functionalities.

• Manage the entire product lifecycle, from discovery and ideation to development, launch, adoption, iteration, optimization, and eventual retirement.

• Engage enterprise clients across the Americas through discovery interviews, advisory boards, and quarterly business reviews (QBRs) to identify unmet needs and validate concepts.

• Convert customer challenges into opportunities related to conversational AI, automation, and personalization.

• Collaborate on the vision and roadmap for the AI suite, incorporating agentic and conversational capabilities.

• Work alongside AI/ML and engineering teams on agentic orchestration, voice automation, agent assistance, co-pilot features, smart routing, and conversational analytics use cases.

• Assess build-versus-buy decisions while ensuring technical feasibility, accuracy, governance, and compliance controls.

• Lead integrations with CCaaS, CRM, messaging, telephony, and other essential systems.

• Transform strategic objectives into product requirement documents (PRDs), epics, and user stories.

• Collaborate with engineering teams during sprint planning, backlog grooming, and release management.

• Partner with UX, product marketing, and sales enablement teams to deliver measurable value for enterprise customers.

• Align roadmap priorities with key ideal customer profiles (ICPs) as well as competitive and market opportunities.

• Define and monitor product KPIs; analyze adoption, retention, and usage trends to enhance experiences and prioritize features.

• Oversee go-to-market initiatives for launches and upgrades; develop enablement materials for internal teams and enterprise clients.

• Establish success criteria and customer feedback mechanisms for each phase of the product lifecycle.

• Promote continuous improvement through retrospectives and lessons learned.

• Collaborate across time zones with engineering, sales, customer success, and executive teams in the US and Latin America.

• Represent the product in customer-facing meetings and executive reviews.

• Mentor junior product team members and contribute to the development of product management best practices.

⛳️ Requirements

• A minimum of 7 years in B2B SaaS product management, with experience in managing products for enterprise customers; experience in conversational AI, contact centers, or customer engagement platforms is highly desirable.

• Solid understanding of AI and LLM concepts such as RAG, agentic workflows, and evaluation, and their relevance to customer-facing products.

• Strong grasp of customer experience design and product usability.

• Capability to transform complex technical solutions into user-friendly experiences.

• Practical experience overseeing the full product lifecycle from concept through launch, adoption, iteration, and end-of-life.

• Experience collaborating with enterprise SaaS companies and customers throughout the Americas, which includes direct customer engagement and cross-time-zone cooperation.

• Proficiency in both English and Spanish, written and verbal, at a business-fluent or native level in each language.

• Willingness to travel to the US and Latin America for business meetings and customer visits as required (15–20%).

• Exceptional communication and presentation skills for both technical and non-technical audiences.

• Ability to formulate business strategies, create product visions, and develop roadmaps to meet business objectives.

• Experience working closely with engineering teams in agile settings, including sprint planning, backlog management, and trade-off discussions.

• Preferred: Previous experience in banking, credit unions, wealth management, insurance, or telecommunications.

• Preferred: Familiarity with conversational AI, virtual assistants, or CCaaS platforms such as Genesys, NICE, or Twilio.

• Preferred: Experience with voice AI technologies, including speech-to-text, text-to-speech, and telephony/SIP.

• Preferred: Knowledge of messaging and omnichannel platforms such as WhatsApp, RCS, SMS, and web chat, as well as CRM and knowledge management systems.

• Preferred: Technical background in engineering, data science, or analytics.

• Preferred: Proven success in collaborating with AI/ML teams to launch predictive, automated, or generative features.

🏝️ Benefits

• Opportunity to work on cutting-edge AI technologies.

• Collaborative work environment with a focus on continuous improvement.

• Competitive salary and comprehensive benefits package.