Staff Product Manager, Intelligent Customer Experience

Accountabilities:: Own the strategy, roadmap, and measurable outcomes for the intelligent customer experience, covering AI support quality, automated resolution, and human escalation. Increase automated resolution by enabling AI-powered support agents to accurately answer customer questions and take appropriate actions while directing complex or high-value issues to human support. Define and continuously improve AI quality standards, including answer accuracy, resolution quality, escalation effectiveness, and identification of failure modes that prevent customers from achieving successful outcomes. Build the measurement and observability framework for key indicators such as agent and bot quality scores, automated resolution rates, customer experience cycle time, escalation routing, and customer satisfaction. Establish and drive adoption of a company-wide supportability framework that ensures new product capabilities can be effectively supported through AI agents, automation, or human support from launch. Create a continuous feedback loop between customer issues and product development, ensuring recurring bugs, product gaps, and support insights become prioritized product and engineering initiatives. Lead cross-functional initiatives across Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, and Content Operations to turn fragmented efforts into a scalable customer experience capability. Use customer feedback, support data, experimentation, and performance metrics to prioritize investments, improve experiences, and measure progress against defined customer and business outcomes. Build alignment around an ambitious product vision and inspire cross-functional teams to execute against a clear, measurable mission. Requirements 10+ years of varied product management experience across startups and scaled organizations, including experience building 0-to-1 platforms or capabilities that required adoption by multiple internal teams. Direct experience working with AI-powered agents and/or conversational agents, with a deep understanding of how these systems perform in practice, where they fail, and which product and technical levers improve answer and resolution quality. Proven ability to establish cross-functional standards, drive platform adoption, and influence teams without direct management authority. Strong product judgment grounded in customer experience and support data, with the ability to define meaningful metrics and make decisions using incomplete, messy, or evolving datasets. Demonstrated ability to create bold product visions, communicate strategy clearly, and inspire teams and stakeholders around ambitious goals. Experience partnering simultaneously with go-to-market functions such as support, customer success, and content, as well as research and development teams. Experience in B2C and/or B2B SaaS environments, particularly within product-led-growth organizations, is highly relevant. Strong strategic thinking, analytical capabilities, communication skills, and stakeholder management abilities, with a demonstrated capacity to turn ambiguous challenges into actionable product strategies. Ability to operate effectively in a fast-moving environment while balancing long-term platform strategy with near-term customer and business outcomes. Must be currently residing in California and able to commute to the San Francisco Bay Area office, with the role requiring an in-office presence approximately 2–3 days per week. Candidates must be legally authorized to work in the United States, as immigration sponsorship is not currently provided. Benefits Tier 1 annual base salary: $237,305–$300,121 USD. Tier 2 annual base salary: $217,530–$275,111 USD. Tier 3 annual base salary: $197,754–$250,101 USD. Starting compensation is determined based on relevant experience, skills, interview performance, location or metropolitan area, and internal pay equity. Equity awards are available to eligible full-time employees working 30 or more hours per week. Competitive benefits and a comprehensive total rewards package. Hybrid work arrangement for candidates based in California, with the position centered around the San Francisco Bay Area office. Candidates outside the Bay Area may be expected to travel to the San Francisco office a few times per month. Occasional travel may also be required for company events, team collaboration, or offsites. Reasonable accommodations are available for individuals with disabilities during the application and recruiting process. Employment eligibility is limited to states where the organization is registered as an employer; candidates residing in Alaska, Delaware, Hawaii, Idaho, Iowa, Montana, Nebraska, North Dakota, Rhode Island, South Dakota, or West Virginia are not eligible. An inclusive workplace culture focused on belonging, diversity, collaboration, and ensuring employees feel valued, respected, and heard.