Product Manager — Services

AI Services

The backend capabilities powering QA, conversational analytics, knowledge assist, and agentic automation — transcription, scoring, retrieval, and the action layer — exposed as clean APIs the rest of the platform and our customers build on. Eval, guardrails, latency, and cost-per-interaction are your daily currency.

Desktop Intercept

The client that captures what happens on the agent’s desktop and telephony stack — events, screen, and interaction signal — and feeds the AI in real time. A systems-level product: OS integration, performance footprint, reliability, and PII redaction/privacy by design.

Integrations

The connector surface into CCaaS (NICE, Genesys, Five9, Talkdesk), CRMs and helpdesks (Salesforce, Zendesk), telephony/CTI, and data warehouses — plus the auth, SSO, webhooks, and partner relationships behind them. Integrations are how deals close, and how they churn.

Day to day, that means:

• Own the AI services API contract, the Desktop Intercept client, and the integration roadmap end to end.

• Set latency and cost budgets per service — and hold the org to them.

• Own eval and guardrails as product: define what “good” and “safe” mean for each AI service and how it’s measured before and after ship.

• Prioritize the integration roadmap by revenue impact — which connector unlocks which deals.

• Treat reliability, privacy, and PII handling as features, not compliance chores.

What every PM here owns:

• A capability area’s backlog and specs.

• Acceptance criteria and customer-pilot targets.

• The customer voice in every spec review.

• Billing-meter and RBAC scoping per feature.

And every PM writes the one-page specs that gate every build.

The instincts we screen for:

Your itch for taste and craft is as strong as your comfort building with AI. You care about every word on a screen; you think about information hierarchy and user psychology before visual design; and you think natively about what AI makes possible that wasn’t possible before — not chat wrappers, but agents that take real actions and resolve real problems. These two instincts rarely live in the same person.

• 7+ years of product in B2B SaaS; contact-center, CCaaS, or developer-platform experience strongly preferred.

• Writes crisp one-page specs that an engineer can build from without a meeting.

• Technical enough to reason about events, plugins, and latency budgets — you don’t need a translator.

• Has shipped to real enterprise customers on a fast cadence, with the scar tissue to prove it.

• Reads the market. Knows the competition cold — who’s winning, why, and where they’re exposed — and has a point of view.

• Business-fluent. Frames decisions in ARR, attach, retention, and margin. Can sell a bet to a CRO, not just to engineering. Treats pricing and packaging as product.

• Has taste. Can tell within 30 seconds of a demo whether a flow will wow a buyer or lose the deal.

• Shows their work. Brings a competitor teardown or packaging proposal to the final round.

What the Services PM role specifically needs:

• Platform, API, or developer-tools PM experience — you’ve shipped something other engineers or partners build on top of.

• Reasons fluently about events, plugins, latency budgets, and failure modes. You debug the trace, not just read the summary.

• Has owned LLM-backed services in production and understands eval, guardrails, and non-determinism first-hand — not from a blog post.

• Integration and partner-ecosystem experience: CCaaS, CRM, telephony, or data-warehouse connectors, with the auth / SSO / webhook plumbing that comes with them.

• Comfortable with the privacy and PII-redaction demands of capturing real customer conversations at scale.

• Bonus: exposure to desktop or native-client capture, CTI, or contact-center telephony.

The bar:

You’ll work directly with a team that holds each other to a high bar across everything we produce: product thinking, growth, copy, demos, user research, and monetization. The environment is intense and the learning curve is steep. We’re assembling the best product team in CX.

Show your work: in the final round, bring a teardown of a competitor’s API or integration surface — or their eval and guardrail approach — where it’s strong, where it’s exposed, and the one bet you’d make.

If you belong in this room — bring the teardown — reach out.