Product Manager, Support Experience

United States Digital Space LLC; Dublin; On-site; EUR 90,000 - 150,000; Full time

Job summary

United States Digital Space LLC is seeking a Product Manager for Support Experience to drive outcomes of the company’s AI agent that handles 100k+ conversations weekly. You will lead the development of agent capabilities, working hands-on with prompts, evals, skills and the tools that power the conversational experience.

The ideal candidate has 7–12+ years in product management, strong user empathy, and a background in CS or related technical fields.

Qualifications

• Relentlessly user-focused mindset.
• 7–12+ years in product management.
• Deep user empathy and high UX standards.
• Experience leading cross-team initiatives from ideation to execution.
• Technical expertise: led technical products or CS background.

Responsibilities

• Improve outcomes of the company’s user-facing AI agent with 100k+ weekly conversations.
• Build agent capabilities to solve real-world user problems; hands-on with prompts, evals, skills, tools.
• Create continuous improvement loops from problems to scaled AI solutions and accelerate those loops.
• Collaborate with UX and Platform teams to unlock novel capabilities for the AI agent.

Skills

User-focused

Technical skills

Cross-functional leadership

User empathy

Communication skills

Education

CS background

Job description

Who we are

About the company

the company is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use the company to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Support Experience group develops and applies technology at all points of the user support journey to solve customerproblems at scale, keeping millions of businesses running and unlocking growth across the company’s product suite.

What you’ll do

As a Product Manager for Support Experience, you will be responsible for improving the outcomes of the company’s user-facingAI agent that holds 100k+ conversations per week.You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can looklike.You’ll directly build agent capabilities to solve real-world user problems. That means getting hands-on with prompts,evals, skills, tools and the machinery that lets you introspect and identify opportunities within the conversationalexperience.

Responsibilities

• Make the company’s conversational AI agent as capable and effective as our best human agents by identifying customer
• Be opinionated on the UX for conversational AI - the best experiences are a hybrid of UI and conversation - you’ll
• need to identify the primitives we need to build to be successful.
• Build, ship and iterate on AI skills, and help build the systems that enable the rest of the company to do the same.
• Create continuous improvement loops from problems to scaled AI solutions and relentlessly accelerate those loops.
• Redefine how we think about quality for agentic conversations.
• Partner with the Conversation UX and Platform teams to unlock novel capabilities for the AI agent

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role.

Minimum requirements

• Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and have the desire to create something new.
• 7–12+ years of industry product management experience (does not include internships or co-ops)
• Deep user empathy and a high bar for user experience
• Experience leading cross-team initiatives from ideation to execution
• Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
• Strong written and verbal communication skills