Staff Product Manager (Conversational AI)

Role Overview

Staff Product Manager for Conversational AI (fully remote). You will own conversation quality, key metrics, and experimentation, using AI to drive measurable impact. You’ll also help expand Abby, the company’s AI assistant, into new products and customer journeys.

Key Missions

• Own conversation quality by diagnosing where conversations break down.
• Review conversation data (transcriptions, calls, SMS) to identify issues and root causes.
• Own metrics and define what success looks like.
• Design and run experiments to improve performance, including:
  • Testing prompts/instructions, messages, timing, and conversation flows
  • Analyzing results and making data-informed decisions
• Use evaluation of ML/AI outputs to guide user flows.

Requirements

• Proven senior IC track record; comfortable owning outcomes in fast-moving teams
• Strong product instinct and analytical rigor for diagnosing conversation failures
• Experimentation experience (e.g., A/B testing) and ability to separate signal from noise
• Experience with conversational design and/or UX writing (or CX operations)
• Data fluency: comfortable using SQL/Looker (or equivalent) to make decisions
• Experience with lifecycle/engagement and channels such as SMS, voice, or email
• Ability to work with AI-native workflows and tools (e.g., Claude)
• Light Python and/or notebook experience

Nice to Have

• 7+ years in product
• Experience in conversational AI, messaging, or adjacent areas (MarTech/CRM/lifecycle)
• Familiarity with LLM evals, prompts, and conversational design
• Experience in insurance, fintech, or other regulated industries
• Strong written/verbal communication; able to translate complex patterns into actionable insights for engineering, design, and leadership