Product Manager, CX: Loops

Use Case Discovery & Validation

• Identify and prioritize agent use cases with high ROI: operational automation, coordination agents, internal task delegation, etc.

• Work with users and stakeholders to understand their workflows, challenges, and trust boundaries.

• Prototype and iterate agent behaviors in production-like environments to validate fit and reliability.
• Experience with Support Tech Stacks: Deep familiarity with CRM and Help Desk platforms like Zendesk, Salesforce Service Cloud, or Jira Service Management.

Product Design and execution

• Define the agent experience  -from delegation to monitoring to escalation  for real-world scenarios.

• Translate use cases into clear product specs: user flows, system interactions, prompts, safety requirements, and interfaces.

• Own the roadmap and ship iteratively: starting small, learning fast, scaling wisely.
• Proven track record of building or optimizing Help Centers, Knowledge Bases, or AI Chatbots that successfully diverted support tickets

Cross-Functional Collaboration

• Collaborate with engineering to align product needs with agent platform capabilities (planning, memory, tool orchestration, retries, etc.).

• Partner with AI research to bring experimental features into real-world settings.

Ensure the platform supports the complexity of applied, multi-step, tool-using agents.
 

Strategy & Metrics

• Define success metrics around outcomes - time saved, accuracy improved, failures recovered - not just clicks or sessions.

• Build product foundations that allow for vertical reuse, system generalization, and long-term scalability.

Minimum Qualifications

• 5+ years of product management or startup experience building technically complex, user-facing systems

• Strong intuition for applied use cases — especially in automation, operations, or real-world workflows

• Familiarity with agentic AI patterns and tooling (e.g., LLM agents, tool use, LangChain, OpenAI functions, memory systems)

• Experience working closely with engineers and researchers on system-level product decisions

• Strong communication, prioritization, and execution skills
   

Preferred Qualifications

• Exposure to or interest in domains like logistics, field ops, manufacturing, or systems integration

• Background in AI/ML infrastructure, developer platforms, robotics, or IIoT

• Experience designing for human-in-the-loop or semi-autonomous systems

• Hands-on experience with prototyping workflows or agents using modern frameworks (e.g. LangGraph, AutoGen)

We’re building intelligent, autonomous AI agents that can reason, plan, and act across real-world workflows. These agents go beyond chat — they take meaningful action, work across tools and systems, and operate in complex, high-stakes environments.
As our Product Manager, you’ll lead the definition and delivery of early use cases for Customer experience. You’ll turn cutting-edge agent capabilities — like long-term memory, tool use, and planning — into applied, valuable products.

You’ll be use-case–driven, but platform-aware — working closely with engineering and research to ensure what we build is feasible, scalable, and aligned with the underlying agent architecture.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer