Product Manager, Unified Service Platform
Core
Principal Product Manager owning the AI-First Service Platform's intelligence layer, including intent understanding, escalation logic, and AI-human handoff decisions for voice, chat, and email channels.
Role type
Principal Product Manager (AI/ML Systems)
Builds
Intelligent service orchestration systems and agentic solutions for customer support
Domain
Enterprise SaaS / Customer Service / AI/ML
Deliverable
production ML models
Required skills
Systems thinking, AI/ML concepts (intent classification, NLP, agentic systems), product strategy, cross-functional alignment, data-driven decision making, legacy system modernization
Preferred skills
Experience in customer service, CRM, or enterprise SaaS, fluency in AI tools
Technologies
NLP, agentic systems, intent classification
Responsibilities
Own core capabilities of the AI service intelligence layer across voice, chat, and email; Build and refine models determining AI vs. human resolution paths; Own evaluation layers and monitoring for shipped systems; Dismantle legacy workflows to replace with flexible intelligent architecture; Collaborate with GTM and Service teams to align product with operational needs; Define and track metrics like solve rate and customer effort.
Seniority
Principal, hands-on IC with strategic influence