Staff Product Manager - Intelligent AI Customer Experience

Jobgether SRL; San Francisco (CA); Hybrid; USD 198,000 - 300,000; Full time

Benefits offered by this job

Hybrid work arrangement

Equity awards for eligible employees

Total rewards package

Job summary

Partner Company is seeking a Staff Product Manager for Intelligent Customer Experience in the United States. Lead strategy and execution across AI support, automated resolution, and human escalation to deliver measurable business outcomes.

You will collaborate with Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, and Content Operations to create a scalable CX capability and improve customer satisfaction.

Qualifications

• 10+ years of varied product management experience in startups and scaleups.
• Direct experience with AI-powered/conversational agents and understanding of performance/failures.
• Proven ability to align cross-functional teams without direct authority.
• Strong product judgment using customer experience and support data.
• Ability to create bold product visions and inspire teams/stakeholders.
• Experience partnering with GTM functions such as support, customer success, and content.
• Experience in B2C and/or B2B SaaS, especially with product-led growth.

Responsibilities

• Own the strategy, roadmap, and measurable outcomes for intelligent customer experience (AI support, automated resolution, escalation).
• Increase automated resolution by enabling AI-powered agents to answer questions and escalate when needed.
• Define and improve AI quality standards and identify failure modes.
• Build observability for KPIs like agent/bot quality, resolution rate, cycle time, escalation routing, and CX scores.
• Establish a company-wide supportability framework for new capabilities.
• Create feedback loops from customer issues to product and engineering initiatives.
• Lead cross-functional initiatives to transform fragmented efforts into a scalable capability.
• Prioritize investments using customer feedback, support data, experiments, and metrics.

Skills

Product management

AI-powered agents

Cross-functional leadership

Stakeholder management

Data-driven decisions

Go-to-market collaboration

Strategy

SaaS (B2B/B2C)

Job description

Partner Company is seeking a Staff Product Manager for Intelligent Customer Experience in the United States. Lead strategy and execution across AI support, automated resolution, and human escalation to deliver measurable business outcomes.

You will collaborate with Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, and Content Operations to create a scalable CX capability and improve customer satisfaction.