Staff Product Manager - Conversational AI

Role overview Scale an AI-powered conversational assistant from a support-focused prototype into the primary unified in-app interface through which millions of customers shop, manage credit, make payments, and resolve issues. The role leverages a closed-loop data advantage including first-party identity, credit line, order history, and payment schedules to convert complex app flows into natural, grounded, trust-building conversational interactions.

Responsibilities - Bring the assistant live in-app, establish a continuous review cadence, and drive up AI resolution rates and CSAT while reducing support ticket load - Launch conversational shopping flows for product discovery and purchase assistance, increasing task completion and conversion with honest recommendations - Deploy conversational banking and credit flows covering credit line, balance, and payment actions with high response accuracy and strict escalation guardrails - Build robust test sets, LLM-judge frameworks, and pre-launch quality gates to guarantee no ungated releases - Partner with Risk, Data, and Legal to define grounding data sources, action confirmation mechanics, and compliance protocols - Deliver a strategic roadmap and business case quantifying cost savings and conversion impact to guide future investment

Requirements - Track record of shipping customer-facing LLM products such as assistants or agents beyond demos, with mastery of end-to-end conversational flows and failure handling - Proven ability to scale early-stage products, navigate ambiguity without a playbook, and drive iterative improvements post-launch - Deep experience establishing AI evaluation frameworks including test sets, LLM-as-a-judge, human review, and strict quality thresholds - Technical fluency in RAG, embeddings, prompting, and tool-use to collaborate effectively with ML engineers - Experience deploying AI in high-stakes environments with human handoffs, privacy protections, and safety limits for critical actions - Native fluency in Colombian Spanish paired with fluent professional English; active hands-on usage of modern AI tools

Benefits and work setup - Competitive salary, meaningful equity, and benefits beyond the basics - Opportunity to shape a fast-growing company across technology, strategy, and culture - Collaborative, ownership-driven environment with a world-class team - Transparent, multi-step hiring process designed to provide feedback regardless of outcome