About the role
- Customer discovery and product direction: understand how businesses handle calls, identify opportunities and prioritise the workflows that deliver the most value.
- Agent behaviour: experiment with prompts, models and conversation flows. Review call recordings and transcripts to understand failures and improve the experience.
- Integrations: work with engineering and other business-system integrations, including tool calling, missing information and failed actions.
- Quality and evaluations: define test scenarios and success criteria for real-world conversations, including ambiguous requests, interruptions, incorrect answers and unsuccessful actions. Validate changes before rollout and monitor performance after launch.
- Outcomes and adoption: track task completion, booking accuracy, handoff quality, response latency, reliability, cost per successful interaction and customer adoption.
- 4+ years of product management experience, including hands-on experience shipping and improving AI or conversational products in production.
- Experience translating customer problems into clear requirements, priorities and measurable outcomes.
- Practical understanding of how speech-to-text, LLMs and text-to-speech work together, and how agents use knowledge sources, tools and APIs.
- Familiarity with voice-specific challenges such as turn-taking, interruptions, latency, accents and background noise.
- Experience with prompt/model experimentation, evaluations and using customer conversations to guide product decisions.
- Good judgment on quality, speed and cost trade-offs, including when an agent should clarify, retry or hand over to a person.
- Confidence leading customer conversations and demos, explaining product limitations and working with customers through adoption.