Senior Staff Inbound Product Manager - Conversational AI

What you get to do in this role:   

• Own the roadmap, vision and requirements for conversational AI features.
• Turn customer feedback into product improvements and roadmap priorities.
• Guide product strategy that sets us up for success as we look to grow to $10B+ in revenue
• Communicate product priorities and build consensus
• Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries
• Work with multiple teams to guide projects through development and bring high-quality products to life
• Integrate usability studies, research and market intelligence into product requirements to enhance user satisfaction
• Communicate complex problems into easily understood requirements and provide solutions
• Develop multi-mode communications that convey a clear understanding of the needs of different audiences
• Guide the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team
• Create clear PRDs, epics, stories, acceptance criteria, and success metrics.

Steer AI features including: 

• Disambiguation and clarification
• AI Processing and progress messages
• Document and multimodal experiences
• Slot filling and information collection
• Feedback intelligence 
• Fallback and error experiences 
• Identify and prioritize feature gaps across AI orchestrators.
• Partner with engineering and design to deliver effective end-to-end customer experience.
• Define testing, telemetry, quality, and performance requirements.
• Support strategic customers, pilots, go-lives, and product escalations.
• Coordinate dependencies and guidance across multiple teams

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-derived insights, or exploring AI's potential impact on the function or industry.
• 12+ years of software or enterprise product management experience
• Strong prioritization skills and the discipline to focus on high impact activities
• Experience defining and capturing product requirements and transforming them into a product roadmap
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
• Strong understanding of conversational AI, generative AI, agentic systems, or related technologies.
• Experience being an enterprise customer or supporting enterprise customers through pilots, UAT, go-live, stabilization, or critical escalations.
• Experience designing evaluation datasets, conducting comparative AI evaluations, and interpreting model-quality results.
• Understanding of retrieval, knowledge bases, citations, prompt engineering, context engineering, and conversational orchestration.
• Familiarity with design and collaboration tools such as Figma and Miro, and product-planning systems
• Experience with enterprise AI products, including ServiceNow or similar Virtual Agent, Search, or AI Agent solutions.

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