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ai apis automation agent tooling knowledge systems📋 Description
- Define CX product vision for AI resolution, tooling, proactive engagement, channels.
- Build and lead PMs to reduce cost-to-serve and increase CSAT.
- Own AI resolution layer with agentic workflows and API integrations.
- Create proactive engagement systems to contact customers before problems arise.
- Launch and unify all channels (email, text, voice) with intelligent routing.
- Own knowledge and quality layer: SOPs, AI evaluation frameworks, escalation paths.
🎯 Requirements
- 8+ years as a product leader with 3+ years managing PMs; CX at scale.
- Strong POV on AI transforming customer support; shipped AI CX products.
- Launched or scaled multi-channel CX with intelligent routing.
- Proven ability to reduce support costs while improving CSAT.
- Thrives at the intersection of product and operations.
- Nice to have healthcare, insurance, or complex CX experiences.
🎁 Benefits
- Base pay: $249,600 - $312,000; equity may be granted.
- Medical, dental, and vision coverage.
- HSA / FSA.
- 401K.
- Work-from-Home stipend.
- Therapy reimbursement.
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