1996 Product Manager

• →End-to-End Product Management: Lead day-to-day product management for the AI assistant, including scoping, prioritization, requirement writing, defining acceptance criteria, and backlog management within an Agile framework.
• →AI Agent Tuning & Optimization: Shape and improve prompt effectiveness, evaluate workflows, execute prompt tuning, and proactively mitigate common quality, trust, and hallucination issues.
• →Metric Development & Data Analysis: Define ambiguous performance measures, monitor success metrics, and translate complex data findings into actionable roadmap decisions.
• →Cross-Functional & Support Operations: Partner closely with engineering and Support Operations teams to improve troubleshooting, escalation routing, fulfillment loops, and AI response quality.
• →Rollout & Validation: Drive User Acceptance Testing (UAT), plan rollout readiness, manage stakeholder updates, and execute rapid, iterative lifecycle changes.
• →Executive Facilitation: Own the preparation and facilitation of bi-weekly product syncs and reviews with the IT Leadership Team.

💡 Must-Have Skills

• →5+ years of Product Management experience, with a proven ability to operate as an independent individual contributor with minimal oversight.
• →AI & Agentic Core Stack: Direct experience owning an agentic product or AI-agent experience in production. Must possess a strong understanding of agent workflows, prompt engineering, and evaluation systems.
• →Platform Ownership: Track record of owning the roadmap and delivery for internal platforms, workflow tools, service experiences, or knowledge-grounded AI systems.
• →Core Tools & Ecosystems: Direct experience building Slack-based or chat-based product experiences, coupled with ticketing/service workflows like Jira Service Management (JSM).
• →Agile Collaboration: Exceptional cross-functional communication skills, with extensive experience collaborating with engineering, data analytics, and operational teams in ambiguous environments.
• →Experience working in Agile teams and 100% remote environments.
• →Fluent English for daily communication.

🌟 Nice-to-Have Skills

• →Domain Expertise: Prior experience in IT support, employee service desks, or internal help and productivity domains.
• →Advanced Agent Platforms: Familiarity with Salesforce Agentforce or similar enterprise-grade AI agent platforms.
• →Operations & Feedback Infrastructure: Experience setting up CSAT scoring, observability frameworks, closed-loop feedback systems, or managing multilingual/global rollouts.
• →Change Management: Strong understanding of change management practices to drive user adoption of new workflows and AI-driven experiences.

🌐 Time Zone & Collaboration The role requires collaboration with teams aligned to US Time Zones. Flexibility to overlap a few hours with North American business hours (EST/CST/PST) is expected to ensure seamless synchronization with cross-functional teams and leadership.

💬 Language All interviews, documentation, and daily communication will be in English.

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