Staff Product Manager, Intelligent Customer Experience

calendly; Deutschland; Hybrid; EUR 170.000 - 258.000; Vollzeit

Benefits dieser Stelle

Equity

Top performer bonus

Travel for company events

Competitive benefits

Zusammenfassung

Calendly is seeking a senior product owner to lead an AI-driven customer experience initiative spanning help center content, support automation, conversational agents, and human escalation paths. You will partner with engineering, GTM, marketing, and support leaders to convert fragmented support efforts into a durable, measurable capability.

With 10+ years in product management across startups and scaleups and direct experience with AI-powered agents, you will define metrics, align

Qualifikationen

• Ten+ years in product management with startups and scaleups.
• Direct experience with AI-powered or conversational agents.
• Track record of driving cross-functional standards or platform adoption.
• Strong product sense grounded in support or customer data.
• Experience partnering with GTM and R&D in B2C/B2B SaaS.

Aufgaben

• Set strategy, roadmap, and outcomes for intelligent customer experience.
• Grow automated resolution and reserve human support for complex issues.
• Define and improve AI quality signals and escalation efficacy.
• Build observability for agent quality, resolution rate, cycle time, and CSAT.
• Drive adoption of AI/automation/human support across new products.
• Link customer issues to R&D for prioritized engineering actions.
• Lead cross-functional alignment across product, engineering, AI/data, growth, monetization, trust/safety, support, content operations.

Kenntnisse

Product management

AI-powered agents

Cross-functional collaboration

GTM collaboration

R&D partnership

Jobbeschreibung

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.