Senior Product Manager, AI Copilot & Conversation Intelligence

Role overview Own the products that help advisors communicate with families considering senior care and turn those conversations into useful guidance and measurable outcomes. The scope spans phone, SMS, chat, and email; contact center systems; live transcription; AI-supported coaching; and follow-up workflows. You will partner across product, engineering, data, sales, operations, and compliance, with a focus on helping families stay connected while improving advisor effectiveness and move-in outcomes.

Responsibilities - Set the roadmap for inbound and outbound calls, messaging, chat, and follow-up email, including how channels are chosen for each family. - Lead product evaluation and migration to a next-generation contact center platform while maintaining service continuity. - Define live transcript requirements so coaching, call scoring, care profiles, and summaries can use consistent real-time and post-call data. - Build in-call coaching, conversation insights, call scoring, and manager dashboards using conversation data. - Design lead routing, follow-up ownership, prioritization, and outreach cadence across channels. - Embed consent and do-not-call requirements across communications, and coordinate live transfers with provider-facing teams. - Set baselines, targets, and experiments for connection rates, calls per family, coaching behaviors, and move-in rates; measure launches and recommend next investments.

Requirements - 5–8+ years in product management, including shipped real-time, conversational, or communications products such as telephony, messaging, or contact centers. - Regular, hands-on use of LLMs and agents for research, prototyping, analysis, and delivery; able to work directly with data and analyze conversations at scale. - Sound judgment about where AI is appropriate, including when deterministic systems better support reliability and attribution. - Technical fluency with APIs, event streams, data models, identity resolution, and real-time transcription pipelines. - Ability to work within technical dependencies, start with measurable product opportunities, and build reusable capabilities. - Comfort acting on directional evidence while clearly communicating confidence and validating results at scale.

Nice to have Experience with conversation intelligence or call scoring, communications compliance, or marketplace and health-adjacent products.

Benefits and work setup Remote role with a stated base salary range of $165,000–$195,000 and a 10% corporate bonus. Benefits include health, dental, and vision insurance, 401(k) with match, and paid time off.