Head of AI-Driven Customer Care Product

United States Digital Space LLC

West Covina (CA)

Hybrid

USD 236,000 - 295,000

Full time

14 days+

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Benefits offered by this job

Healthcare (medical, dental, vision)

Mental health benefits

Family building benefits

Unlimited PTO

401(k) plan

Parental leave

Pre-tax commuter benefits

Job summary

United States Digital Space LLC is seeking a Director of Product, Customer Care, to lead a cross-disciplinary team across AI-driven support, contact centers, and data platforms. You will shape a multi-year strategy and partners across engineering, data science, design, and finance to deliver superior global customer experiences.

The role requires a decade of product leadership, strong execution, and a track record of scaling portfolios.

Qualifications

10+ years of product management experience, including leading product teams.
Proven track record building and scaling multi-workstream portfolios.
Experience with AI/ML-driven automation or trust & safety products preferred.

Responsibilities

Own vision, strategy, and multi-year roadmap for Customer Care products.
Lead and coach product managers and teams for high performance.
Partner with engineering, data science, design, operations, and finance to set priorities.
Drive AI-first customer support evolution across chat and voice.
Define platform strategy and make build/buy decisions for optimal experiences.
Represent Customer Care in executive forums and secure necessary investments.
Prioritize resources to balance immediate needs with long-term platform bets.
Define metrics for cost, quality, and customer experience and drive impact.
Expand capabilities into new markets, partnerships, and business lines.