Principal Product Manager

Role overview

Principal Product Manager (enterprise AI/customer service) responsible for shaping the product and AI strategy for autonomous customer service solutions. You will lead complex, multi-team initiatives that turn cutting-edge AI capabilities into measurable products used by Fortune 500 companies.

Responsibilities

• Define and execute multi-team product and AI strategies for long-term autonomous customer service.
• Stay current with AI technologies (LLMs, voice AI, evaluation frameworks, agentic architectures) and advise on build/partner/integration approaches.
• Lead cross-functional initiatives end-to-end with Engineering, Design, AI/ML, and Go-to-Market.
• Conduct customer and market research; engage directly with customers and industry leaders to guide product decisions.
• Define and monitor product metrics (accuracy, containment, task success, latency, CSAT, cost efficiency).
• Communicate product vision and strategy to teams, executives, customers, and board-level stakeholders.
• Mentor and elevate product management talent (hiring, coaching, and development of senior PMs).

Requirements

• 8+ years of product management experience, including AI/ML, voice AI, conversational AI, or technically complex enterprise platforms.
• Strong technical fluency in AI/ML: LLMs, model capabilities, architecture decisions, and AI agent development.
• Experience with prompt engineering; RAG or fine-tuning is a plus.
• Proven ability to lead large, ambiguous, cross-functional initiatives and deliver measurable results.
• Demonstrated success shipping AI-powered products to production with tangible enterprise impact.
• Excellent communication and storytelling skills for executive and enterprise audiences.
• Strong quantitative skills: defining metrics, analyzing data, and publishing dashboards.
• Experience engaging directly with customers to translate insights into strategy.

Nice to have

• Voice AI, speech recognition, and real-time conversational systems.
• Contact center technology, B2B SaaS.
• Coding proficiency.
• MBA.

Benefits (high level)

• Competitive salary with impact/performance-aligned compensation; equity ownership.
• Comprehensive health and wellness benefits.
• Flexible time off; paid sabbatical after 5 years.
• Remote-first work environment and professional development stipend.
• Company offsites and team gatherings.