Senior Product Manager, Agentic Foundations

EngineersOfAI; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

EngineersOfAI is seeking a Senior Product Manager to lead the CX orchestration platform, combining AI-native strategies with robust APIs. This role demands a detail-oriented leader who excels in cross-functional environments and can drive impactful platform innovations.

The successful candidate will define product vision and KPIs while collaborating closely with engineering, design, and customer support teams. The position offers the chance to shape future customer experiences and enable AI-driven solutions effectively.

Qualifications

• 5+ years of product management experience, preferably in tech.
• Strong understanding of APIs and data systems.
• Ability to manage cross-functional teams effectively.

Responsibilities

• Own the product vision and roadmap for the CX orchestration platform.
• Design and scale the API and data foundation for CX services.
• Define and own platform KPIs translating into business outcomes.

Skills

Strong communication skills

Platform management experience

API design

Data modeling

Cross-functional collaboration

Education

Bachelor's degree in relevant field

Job description

Overview

Instacart’s Customer Experience (CX) Platform powers how we support tens of millions of customers and hundreds of thousands of shoppers across a complex marketplace. We’re building an AI-native, vendor-agnostic, API-first orchestration platform that delivers world-class support at scale—and we’re hiring a Senior Product Manager to lead the Agentic Foundations that make this vision real.

You will join the Application Platform team and partner closely with engineering, design, data science, and customer support operations in a highly collaborative, fast-moving environment. With a cross‑functional group of about 20 teammates, you’ll define the foundational APIs, data models, knowledge systems, and agent harnesses that enable both human and AI agents to resolve issues quickly, consistently, and reliably. If you’re excited by high‑leverage platform work, clarity of vision, and measurable impact, this role offers the opportunity to shape Instacart’s next generation of CX.

About the Job

In this role, you will own the end‑to‑end product vision and roadmap for the CX orchestration platform and the underlying agentic API platform and agent systems. You thrive in ambiguity, communicate with precision, and drive impact through crisp prioritization and execution.

• Own the Agentic Foundations vision, strategy, and multi‑year roadmap; define a north star for an AI‑native CX foundation—vendor‑agnostic, API‑first, and policy‑consistent—while setting quantified targets for self‑serve resolution rate, agent handle time, and platform reliability.
• Design and scale the API and data foundation that powers every CX surface, including structured APIs for refunds, cancellations, credits, redelivery, identity, order actions, a unified contact/case data model, and a policy engine that ensures consistent outcomes across channels.
• Modernize the Agent Knowledge Base for an LLM‑first world by establishing structure, governance, lifecycle, semantic retrieval, and citation patterns—closing the loop between policy, knowledge, and resolution behavior through continuous feedback mechanisms.
• Champion a vendor‑flexible, AI‑native architecture so switching or layering new AI harnesses is a configuration change—not a multi‑quarter migration—enabling rapid experimentation and resilience.
• Define and own platform KPIs (e.g., API coverage, latency, reliability, percent of CX operations exposed via standardized APIs, time‑to‑integrate a new surface) and translate them into business outcomes (self‑serve resolution rate, AHT, cost per contact).
• Partner across engineering, design, data science, and CX operations to launch iteratively, run controlled pilots with BPO partners, and scale globally while maintaining reliability, compliance, and security.

About You

You combine platform PM rigor with a sharp eye for downstream customer and operator impact. You communicate crisply so engineers, BPO leaders, and executives align on the same vision, and you’re