Product Manager, Unified Service Platform

Role overview

Lead the product vision for an AI-driven customer service platform that intelligently routes inquiries across voice, chat, and email channels. This is a senior individual contributor role for a systems thinker who owns core capabilities of the intelligence layer, deciding when AI or a human agent should resolve an issue and what context travels with each handoff. Success is measured by how well the entire system performs for end users, not simply by what ships.

Responsibilities

- Define and own product strategy for multiple capabilities and channels within a unified service platform, balancing customer experience with operational efficiency - Architect simple, durable solutions that replace fragmented legacy tooling and remove friction for both customers and internal teams - Partner with engineering to design intent classification, orchestration, and knowledge retrieval components that translate AI and ML advances into measurable outcomes at scale - Align cross-functional stakeholders, including sales, service, and engineering, around a shared roadmap even when priorities compete - Prototype, experiment, and iterate rapidly, treating AI tools as core to the product craft - Pressure-test assumptions by diving into data and validating that shipped capabilities improve real-world resolution quality

Requirements

- 8+ years of product management experience building complex, data-intensive platforms, ideally in customer service, CRM, or enterprise SaaS environments - Deep familiarity with AI and ML concepts such as intent classification, NLP, and agentic systems, with a track record of shipping model-driven features at scale - Demonstrated ability to move fluidly between strategy and execution, from whiteboarding architecture with engineers to influencing senior stakeholders - Strong cross-functional instincts and a history of aligning diverse teams around a shared product vision - First-principles thinker who defaults to simplicity and is willing to retire legacy systems rather than patch them - Comfort operating in ambiguity, blending curiosity with disciplined experimentation

Nice to have

- Experience prototyping with AI-native tools or working alongside applied ML researchers

Benefits and work setup

- Cash compensation of $179,000–$220,000 in most major metros, or $210,000–$260,000 in San Francisco, Seattle, and New York, with final offer determined by experience and location - Hybrid expectation of approximately 2–3 days per week in a physical office in Denver, San Francisco, or New York, with a reliable internet connection required on remote days - Full-time employees receive competitive base pay, a benefits package, and equity