About the Role

We are looking for an exceptional product leader to build and scale our next-generation AI-powered Contact Center and Customer Operations platform.

This leader will own the product vision, strategy, roadmap, and execution for transforming traditional contact centers into AI-native, increasingly autonomous operations. The platform will combine conversational AI, voice, intelligent routing, agent assist, AI agents, workflow automation, knowledge, analytics, and enterprise systems into a unified experience that dramatically improves customer experience while reducing cost and creating capacity.

This is a high-impact leadership role for a product executive who can operate at the intersection of AI, enterprise software, customer experience, and business transformation. The ideal candidate is equally comfortable defining a multi-year product vision with executives, working deeply with engineering and AI teams, and sitting with customers to understand complex operational problems.

A Day in the Life

• Define and drive the product vision and strategy for an AI-native contact center platform.
• Build a differentiated product roadmap spanning:
• AI voice and conversational experiences
• Virtual agents and autonomous AI agents
• Agent assist and human-AI collaboration
• Intelligent routing and orchestration
• Knowledge and enterprise context
• Workflow automation
• Quality management and interaction intelligence
• Workforce optimization
• Contact center analytics and business intelligence
• Customer journey orchestration
• Establish a clear path from human-assisted 12 AI-assisted 12 AI-led 12 autonomous customer operations.
• Develop the platform architecture and product strategy required to unify voice, digital channels, data, AI, workflows, and enterprise applications.
• Partner closely with engineering, AI/ML, design, GTM, sales, marketing, and customer success to translate strategy into market-leading products.
• Work directly with strategic customers and executives to identify high-value use cases and convert them into scalable products.
• Define product-led growth and commercialization strategies, including packaging, pricing, consumption models, and ROI measurement.
• Build the product organization, operating model, talent strategy, and culture required to scale the business.
• Establish measurable product outcomes including automation rate, containment, resolution rate, cost per interaction, customer satisfaction, revenue impact, and time created for employees.
• Serve as a senior product evangelist with customers, partners, analysts, and the broader AI ecosystem.

The Opportunity

• The contact center is undergoing a fundamental transformation.
• Traditional contact centers were built around humans using software.
• The next generation will be built around AI agents using enterprise context, tools, workflows, and humans when needed.
• Our ambition is to build the platform that enables enterprises to make this transition - moving beyond point solutions and chatbots toward end-to-end autonomous customer operations.
• The successful leader will define what this category looks like and build the product that becomes its foundation.
• This is an onsite role based in San Francisco, CA, requiring five days a week in the office.

What You Need

Product Leadership

• 12+ years of product management experience, with significant leadership responsibility for enterprise software products.
• Proven experience taking products from concept 12 launch 12 product-market fit 12 scale.
• Experience owning a large product portfolio and influencing business strategy, revenue, and growth.
• Demonstrated ability to build and lead high-performing product organizations.

AI & Contact Center Expertise

Deep understanding of several of the following:

• Contact center / CCaaS
• Conversational AI
• Voice AI and speech technologies
• AI agents and agentic workflows
• Customer experience platforms
• CRM and enterprise applications
• Enterprise AI infrastructure

Leadership Characteristics

We are looking for a builder, not simply a roadmap manager.

You are:

• Customer obsessed - you spend time with customers and understand their operational reality.
• AI native - you understand what AI fundamentally changes about product design and user experience.
• Commercially minded - you think in terms of revenue, margins, adoption, and ROI.
• Platform oriented - you see the underlying infrastructure and reusable capabilities behind individual use cases.
• Outcome driven - you measure success by business impact, not feature velocity.
• High velocity - you can move from insight to prototype to production quickly.
• Strategic and hands-on - comfortable setting a three-year vision while diving into todays product decisions.
• Exceptional communicator - able to influence engineers, customers, executives, investors, and partners.

We offer competitive benefits to set you up for success in and outside of work.

Heres What We Offer

• Generous Paid Time Off: Recharge and relax with 20 days of fixed time off per year, in addition to company holidays-because we believe work-life balance fuels performance.
• Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industrys most generous parental leave policies to support you during lifes most important moments.
• Recognition & Rewards: We celebrate wins-big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work wont go unnoticed.
• Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.