That stitching is this role. The Principal PM, Agentic Experiences owns the connective layer - how a fleet of independently-built agents shows up to the customer as one coherent, trustworthy, frictionless experience, across every interface we expose: the customer portal, our APIs, MCP servers, and third-party connectors and channels.

This is a highly cross-functional, high-visibility individual contributor role for someone who thinks in systems, has strong product taste, and can operate in a product-led organization where influence matters more than reporting lines.

What you'll do & how you'll make your mark.

The agent experience architecture. Define the end-to-end model for how agents are discovered, invoked, handed off between, and held accountable to the customer. Own the shared primitives - identity and permissions, context and memory, intent routing, hand-off and escalation, human-in-the-loop approval, transparency and traceability, guardrails and fallback.

Connecting the dots to the customer. Translate a portfolio of internally-owned agents into a single customer narrative: what the customer can ask for, what happens when they do, how they know it worked, and what it costs. Own the customer journey across agents, not just the agents.

The interface surface strategy. Set the strategy for how agentic capability is exposed across:

• Portal - conversational and ambient agent surfaces inside the logged-in experience, alongside and eventually in place of traditional navigation

• APIs - clean, agent-consumable contracts over our commerce, hosting, domains, and account systems

• MCP - our capabilities as tools that both our own agents and external agents (Claude, ChatGPT, IDEs, partner platforms) can call safely

• Connectors & channels - bringing our agents to where the customer already works, and bringing their tools into ours

Standards and the operating model. Establish the shared patterns, quality bars, and interaction standards that let a dozen teams ship agents independently without fragmenting the experience. Define what "good" looks like - latency, accuracy, containment, escalation, tone, disclosure - and the review mechanism that holds it.

Measurement. Define the metric framework for agentic experience: task success and completion rate, hand-off and containment, time-to-value, trust and intervention rates, and the downstream commercial impact on conversion, attach, and retention.

Roadmap and influence. Build the multi-quarter roadmap for the connective layer, and drive alignment across product, engineering, data, design, care, and marketing to sequence it. Partner especially closely with Data & Personalization - agents are only as good as the context and signals they act on.

Who you are & what you'll need to succeed.

• 10+ years in product management, including significant time on platform, API, or ecosystem products, and time on customer-facing experiences. You have shipped both.

• Demonstrated ownership of an AI or agentic product surface - assistants, copilots, automation, orchestration, or tool-calling systems in production, with real users and real accountability for outcomes.

• Deep technical fluency. You can hold a credible design conversation about LLM orchestration, tool and function calling, MCP, RAG and context strategy, evals, latency and cost trade-offs, and where the failure modes live. You do not need to write the code; you do need to know what you're asking for.

• API and platform product judgment. You understand what makes an interface a good contract, and you have opinions about versioning, permissions, and developer experience.

• Systems thinker, experience-obsessed. You naturally see the seams between products - and you care, viscerally, when a customer hits one.

• Exceptional influence without authority. You can align senior stakeholders across a matrixed, product-led organization, and drive convergence on standards teams actually adopt.

• Strong written communication. You write the doc that makes twelve teams agree.

• Bias to ship. You'd rather land a real, narrow agentic journey end-to-end this quarter than a perfect framework next year.

Nice to have: experience in hosting, domains, web presence, SMB SaaS, or e-commerce; experience with agent evaluation and observability tooling; experience building or publishing MCP servers or public developer platforms.

What Success Looks Like:

• First 90 days - a shared, agreed map of every agent in flight across the business; a documented target-state agent experience architecture; one prioritized customer journey selected for end-to-end stitching.

• Six months - that journey shipped across at least two interfaces (portal plus API or MCP), with a live measurement framework and adopted interaction standards.

• Twelve months - a functioning connective layer other teams build on by default, measurable improvement in task success and time-to-value, and a credible external agent story for partners and third-party platforms.

The target compensation range for this position is $150,000 to $190,000 annually. Individual salaries are determined by various factors including, but not limited to: candidate's qualifications, such as skills, education, and experience, as well as internal equity and market conditions.

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