Staff Product Manager, Intelligent Customer Experience
Core
Own the strategy and roadmap for Calendly's intelligent customer experience, focusing on AI support quality, automated resolution, and human escalation workflows.
Role type
Staff Product Manager (Intelligent Customer Experience)
Builds
AI-powered support agents, automated issue resolution systems, and scalable customer experience capabilities.
Domain
SaaS, Customer Support, Artificial Intelligence
Deliverable
production ML models | product features
Required skills
Strategic roadmap ownership, cross-functional influence without authority, AI agent and conversational systems expertise, data-driven metric definition, B2B/B2C SaaS product sense, stakeholder leadership across GTM and R&D
Preferred skills
Experience building 0-to-1 platforms, deep understanding of AI failure modes, ability to define metrics from messy data
Technologies
AI agents, conversational agents, support automation platforms
Responsibilities
Define and improve AI quality metrics including answer accuracy and resolution effectiveness; Build measurement layers for automated resolution rates and customer satisfaction; Establish company-wide supportability contracts for new capabilities; Close the loop between customer issues and R&D to prioritize product actions; Lead cross-functional teams to turn fragmented support efforts into scalable capabilities
Seniority
Staff, high-impact IC with strategic scope
