Product Manager CX

IFS; Finland; On-site; EUR 70,000 - 100,000; Full time

Job summary

IFS is seeking a product leader to manage the development and validation of agent use cases with high ROI, partnering with stakeholders to understand workflows and translating them into clear specifications.

You will own the roadmap and work with engineering and AI research teams to ensure platform capabilities for multi-step, tool-using agents, while driving scalable help centers, knowledge bases, and AI chatbots that divert support tickets.

Qualifications

• Proven experience leading product efforts in complex, user-facing systems.
• Ability to translate high-level use cases into concrete specs and roadmaps.
• Strong focus on applying automation and real-world workflows to business problems.
• Experience working with AI tooling and platform-level decisions.

Responsibilities

• Define agent experience and translate use cases into product specs and roadmaps.
• Own collaboration with engineering and AI research teams to enable multi-step, tool-using agents.
• Proven track record building or optimizing Help Centers, Knowledge Bases, or AI Chatbots to reduce support tickets.

Skills

Product management

Startup experience

Stakeholder management

Automation & workflows

Communication

Tools

Zendesk

Salesforce Service Cloud

Jira Service Management

LangChain

OpenAI functions

Job description

The role involves managing the development and validation of agent use cases with high ROI, working with stakeholders to understand workflows, and prototyping agent behaviors in production-like environments. The candidate should have experience with support tech stacks like Zendesk, Salesforce Service Cloud, or Jira Service Management.

Responsibilities

Responsibilities include defining the agent experience, translating use cases into product specs, owning the roadmap, and collaborating with engineering and AI research teams to ensure platform capabilities support complex, multi-step, tool-using agents. Proven track record in building or optimizing Help Centers, Knowledge Bases, or AI Chatbots that divert support tickets, and strong communication, prioritization, and execution skills.

Qualifications

• 5+ years of product management or startup experience building technically complex, user-facing systems.
• Strong intuition for applied use cases - especially in automation, operations, or real-world workflows.
• Familiarity with agentic AI patterns and tooling (e.g., LLM agents, tool use, LangChain, OpenAI functions, memory systems).
• Experience working closely with engineers and researchers on system-level product decisions.
• Strong communication, prioritization, and execution skills.