Associate Product Manager — AI & LLM Systems

We're building AI-native experiences across customer support, onboarding, collections, and servicing. As an Associate Product Manager in the AI Pod, you'll work at the intersection of product, LLMs, workflows, and user experience to improve how AI agents interact with customers and drive business outcomes. This role is ideal for someone who is excited by prompts, evaluations, conversation design, agent workflows, and shipping AI products in production.

Product Development

● Own AI-powered customer journeys end-to-end—from problem discovery and prompt design to launch, monitoring, and optimization.

● Design conversational experiences for AI agents, including workflows, tool usage, memory handling, escalation paths, and fallback strategies.

● Translate business problems into AI solutions by identifying where LLMs, automation, and human-in-the-loop systems can create leverage.

● Define and improve AI quality metrics including resolution rate, containment rate, hallucination rate, user satisfaction, escalation accuracy, and task completion.

● Build and maintain evaluation frameworks, test datasets, audit processes, and feedback loops for continuous model improvement.

● Analyze conversation transcripts and failure cases to identify prompt, workflow, knowledge, or model gaps.

● Collaborate with engineers to design prompts, agent workflows, retrieval strategies, and tool-calling logic.

● Iterate on prompts and orchestration layers to improve reliability, compliance, and user experience.

● Identify opportunities for agentic workflows that can automate multi-step customer tasks.

● Define instrumentation, event tracking, and AI observability requirements.

● Run experiments on prompts, workflows, response structures, and AI behaviors.

● Translate AI performance data into product decisions and roadmap prioritization.

● Partner closely with Engineering, Design, Operations, Customer Support, and Data teams to ship AI experiences.

● Write clear PRDs, conversation flows, evaluation criteria, and experiment plans.

● Drive weekly reviews on AI performance, user feedback, and improvement opportunities.

● 1–2 years of experience in Product Management, APM, Product Analytics, Operations, or a similar role.

● Experience working on AI products, chatbots, copilots, virtual assistants, workflow automation, or LLM-powered features.

● Strong understanding of how modern LLM systems work, including prompts, context management, retrieval, tool calling, structured outputs, and evaluation.

● Hands-on experience with tools such as ChatGPT, Claude, Gemini, Cursor, Lovable, or similar AI platforms.

● Familiarity with concepts like RAG, agent workflows, prompt engineering, AI evaluations, and human-in-the-loop systems.

● Ability to convert ambiguous business problems into structured product requirements.

● Comfortable analyzing data and using SQL, dashboards, or spreadsheets to drive decisions.

● Strong problem-solving skills with a bias toward experimentation and rapid iteration.

● Excellent written communication and documentation skills.

● Ability to clearly articulate AI behavior, trade-offs, and product decisions across technical and non-technical teams.

● Built or managed an LLM-powered product in production.

● Designed prompts, evaluation frameworks, or conversation flows.

● Worked on customer support automation, fintech workflows, onboarding journeys, or AI operations.

● Used AI prototyping tools to rapidly test and validate product ideas.

Within your first 6 months, you will:

● Improve AI resolution and containment rates through prompt and workflow optimization.

● Establish reliable evaluation and monitoring processes for AI quality.

● Launch multiple AI-led customer experiences that reduce operational effort and improve user outcomes.

● Become a key contributor to the roadmap of our AI platform and agent ecosystem.