Your role in our missionAs Product Manager for the Agent Platform, you'll help shape the in-house tooling our frontline agents use to serve customers. The platform brings customer data and agent capabilities together in one place, and we're extending it with AI-enabled assistance to make agent work faster and more effective. You'll partner closely with Operations leaders and spend time with the agents themselves to understand how work actually gets done, and use that understanding to set the roadmap.
How you'll make an impact- User Research: Spend time with frontline agents. Observe live calls, sit with teams, run structured interviews, and build first-hand understanding of how work gets done today and where there is friction.
- Stakeholder Partnership: Build strong working relationships with stakeholders across Operations, Legal, Compliance, and elsewhere in the company. Understand their goals and use that understanding to define the product roadmap and the solutions on it.
- Discovery Beyond Stated Needs: Get past surface-level requests to identify the underlying problem. Use research, data, and your own judgment to design solutions that address root causes.
- Strategic Roadmap: Own the roadmap for your area of the Agent Platform. Sequence work to deliver near-term wins for agents while building toward a more capable, AI-enabled platform over time.
- AI-Enabled Capability: Help define how AI assistance shows up in the agent experience. Identify where it adds value, work with engineering to build it well, and measure how it changes outcomes for agents and customers.
- Product Execution: Lead initiatives end-to-end with your engineering and design partners. Move from problem definition through launch and iteration, while pushing the team on pace and quality.
- Measurement and Iteration: Define the metrics that matter (such as agent productivity, customer outcomes, quality, adoption), evaluate what's working against them, and iterate based on what you learn.
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Skills that will help you thrive- Education: Bachelor's degree in business, economics, computer science, or a related field.
- Experience: 3-5+ years of product management experience. Experience building internal tools, agent or operations platforms, or workflow software is a strong plus but not required for the right candidate.
- Discovery Skills: Track record of getting past stated needs to uncover what people actually require. Comfortable using user research and data together to inform product decisions.
- Strategic Thinking: Able to connect today's product work to a longer-term vision for the platform. Comfortable making sequencing trade-offs that balance near-term value with longer-horizon investment.
- Stakeholder Partnership: Excellent at building trust with operational stakeholders. Skilled at gathering input from many voices and synthesizing it into a clear point of view.
- Communication Skills: Strong written and verbal communication. Able to influence without authority and present clearly to working-level partners and leaders alike.
- Execution: Track record of shipping product end-to-end with engineering and design teams using agile methodologies.
- Analytical Skills: Comfortable with data analysis and product metrics. Experience with tools such as Heap, PostHog, or BigQuery is a plus.
- Curiosity: You're interested in how work actually gets done. You would rather watch an agent handle a call for an hour than read a five-page brief about it.
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Resources to help you prosper- A hybrid connection:We believe in the "best of both worlds" - a hybrid environment (2 days/week in our SF office) that balances high-touch collaboration with the flexibility of remote work
- Invested in your future:A competitive salary and a 401(k) with a 5% company match to help you build long-term financial security
- Holistic well-being:We provide the resources you need to thrive, from flexible time off and paid parental leave to an annual wellness allowance and comprehensive health coverage
- Professional & personal growth:Take advantage of a suite of premium perks, including Udemy access, childcare assistance, pet insurance, and a bevy of additional savings through Beneplace
$149,000 - $190,000 a year
Compensation details: The salary for this position is $149,000 - $190,000 annually, plus bonus and generous benefits. In determining your salary, we will consider your location, experience, and other job-related factors.
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