Role overview

Partner with engineering, GTM, marketing, and customer support leaders as a senior product owner for an AI-driven customer experience initiative spanning help center content, support automation, conversational agents, and human escalation paths. The role focuses on turning fragmented support efforts into a durable, multi-quarter capability tied to measurable growth and satisfaction outcomes.

Responsibilities

Set strategy, roadmap, and outcomes for intelligent customer experience, including AI support quality, automated resolution, and human escalation.
Grow automated resolution by expanding what the support agent can accurately answer and act on, reserving human support for high-value and complex issues.
Define and improve AI quality signals such as answer accuracy, resolution quality, escalation effectiveness, and recurring failure modes.
Build the measurement and observability layer for agent quality scores, automated resolution rate, cycle time, escalation routing, and customer satisfaction.
Drive adoption of a company-wide supportability contract so every new product capability is supportable by AI, automation, or humans from launch.
Connect customer issues back to R&D, ensuring recurring bugs and product gaps translate into prioritized engineering actions.
Lead cross-functional alignment across product, engineering, AI/data, growth, monetization, trust and safety, support, and content operations.

Requirements

Ten or more years of product management experience spanning startups and scaled companies, including zero-to-one platform or capability work that other internal teams adopted.
Direct experience with AI-powered or conversational agents, including a practical understanding of where these systems fail.
Track record of driving cross-functional standards or platform adoption across teams without direct authority.
Strong product sense grounded in support or customer experience data, with the ability to define metrics from incomplete inputs.
Experience partnering simultaneously with GTM stakeholders and R&D, ideally in B2C and/or B2B SaaS product-led-growth environments.
Authorization to work lawfully in the United States.

Nice to have

Background defining taxonomies, instrumentation, or quality frameworks for support organizations.
Exposure to experimentation programs that connect support improvements to retention or growth outcomes.

Benefits and work setup

Hybrid role based in the San Francisco Bay Area; candidates must reside in California and be able to commute to a local office.
Annual base salary ranges from $197,754 to $300,121 depending on metropolitan tier, plus equity and eligibility for a top performer bonus program.
Competitive benefits package for full-time staff, with occasional travel for company events and offsites.

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