Senior Product Manager, Conversational AI

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

📋 Description

• Develop and oversee the conversational AI strategy for both voice and chat platforms.

• Balance consumer impact with client needs, operational readiness, and make decisions on platform build versus adoption.

• Set standards for AI agent behaviors concerning authentication, intent recognition, handling difficulties, and transferring to human agents.

• Ensure a seamless consumer experience across various channels including voice, chat, SMS, and email.

• Manage relationships with vendors.

• Define requirements for telephony and integration with CRM and servicing systems.

• Propel operational metrics such as latency, containment, and cost per resolution.

• Collaborate with Legal and Compliance teams to ensure adherence to FDCPA, Reg F, and TCPA regulations.

• Equip Operations, Client Success, and Compliance teams for launches through training, runbooks, escalation paths, and key performance indicators.

⛳️ Requirements

• Over 5 years of experience in 0-1 Product Management.

• Proven history of delivering products that positively influenced business metrics.

• Experience in fintech, collections, lending, or other regulated financial services is highly desirable.

• Experience in deploying LLM-based features in a production environment.

• Ability to analyze prompting, retrieval, evaluation, guardrails, latency, and potential failure modes.

• Practical experience with voice agents, chat agents, IVR systems, or contact center technologies.

• Strong analytical abilities and capacity to independently interpret conversation or outcome data.

• Familiarity with B2B2C products.

• Capability to balance client configurations with consumer experiences.

• Ability to thrive in ambiguous environments and a hands-on approach.

• Reliable internet connectivity and a suitable professional work environment.

• Commitment to safeguarding confidential company, employee, customer, and business information when working outside of a company office.

🏝️ Benefits

• Flexible vacation policy.

• Comprehensive medical, dental, and vision insurance.

• Options for traditional and Roth retirement savings.

• Company-sponsored disability and life insurance.

• Flexible Spending Account and Limited FSA options.

• Family-friendly parental leave.

• Time off for volunteering and voting.

• Access to an on-demand wellness platform for you and five friends and family members.

• Discount program with PerkSpot for over 900 merchants nationwide.

• Remote-first working environment.

• Reasonable accommodations available for individuals with disabilities.