AI Concierge Product Lead

Bilt; New York (NY); On-site; USD 70,000 - 120,000; Full time

Benefits offered by this job

Equity

Health insurance

401k with match

Unlimited PTO

Commuter benefits

Bilt Points

Job summary

Bilt is hiring a Product Specialist to own whether the AI concierge provides correct responses across all verticals and surfaces. You’ll monitor, diagnose, and ship fixes, teaching teams to own their concierge surface and balance knowledge, prompts, and tools.

You’ll collaborate with many pods and operate in a fast-paced, high-impact startup environment. You don’t need to be an engineer, but you will work with Git, edit prompts, and maintain knowledge files.

Qualifications

• Around 3 years of relevant experience or ~1 year with a strong technical background.
• Strong diagnostic instincts with ability to trace problems across systems.
• Exceptional written and verbal communication for cross-pod collaboration.
• Experience with LLM-powered products, prompting, or conversational AI.
• Ability to own a daily operating loop end to end with minimal supervision.

Responsibilities

• Monitor concierge conversation quality daily across all verticals and surfaces.
• Diagnose conversations to the correct layer and drive fixes to completion.
• Ship fixes to prompt YAML, knowledge markdown, and tool-output shaping.
• Review concierge PRs as a codeowner.
• Field and triage internal asks from multiple pods about concierge capabilities.
• Enable pods to own their concierge surface and define knowledge vs prompt vs tool.
• Build automations that convert recurring manual work into running systems.
• Test in staging before ship, including cross-channel checks and QA.
• Watch for regressions on model changes and design escalation logic.
• Provision phone numbers, email addresses, and DNS for new merchants going live.

Skills

Diagnostic instincts

Communication skills

LLM experience

Operations ownership

Git tooling

Tools

Git

Job description

Bilt is hiring a Product Specialist to own whether the AI concierge provides correct responses across all verticals and surfaces. You’ll monitor, diagnose, and ship fixes, teaching teams to own their concierge surface and balance knowledge, prompts, and tools.

You’ll collaborate with many pods and operate in a fast-paced, high-impact startup environment. You don’t need to be an engineer, but you will work with Git, edit prompts, and maintain knowledge files.