Principal PM — AI-First Service Platform

United States Digital Space LLC; Denver (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

United States Digital Space LLC is seeking a Principal Product Manager for its AI-First Service Platform. You’ll own the intelligence layer across voice, chat, and email, driving AI and human handoffs with a systems-thinking approach.

You’ll collaborate with Sales, Service, and Engineering to define metrics, ship iterative solutions, and replace legacy workflows with scalable AI-native architecture that delivers customer value.

Qualifications

• 8+ years of product management experience building complex, data-heavy platforms.
• Experience in customer service, CRM, or enterprise SaaS environments.
• Deep familiarity with AI/ML concepts and practical product outcomes.

Responsibilities

• Own core AI service intelligence capabilities across voice, chat, and email.
• Build and refine models and frameworks to decode customer needs and handoffs.
• Define and monitor evaluation metrics and ensure alignment with customer experience.
• Experiment, learn, iterate, and ship impactful solutions rapidly.
• Identify and replace legacy systems with scalable, AI-native architecture.
• Collaborate with GTM and Service teams to translate frontline insights into product decisions.
• Define and track key metrics like solve rate, satisfaction, escalation accuracy, handle time.

Skills

Product management

AI/ML concepts

Cross-functional

Strategic thinking

Hands-on builder

Data-driven decisions

Job description

United States Digital Space LLC is seeking a Principal Product Manager for its AI-First Service Platform. You’ll own the intelligence layer across voice, chat, and email, driving AI and human handoffs with a systems-thinking approach.

You’ll collaborate with Sales, Service, and Engineering to define metrics, ship iterative solutions, and replace legacy workflows with scalable AI-native architecture that delivers customer value.