Senior Product Manager, Support AI Experimentation
New
United StatesFull-TimeSenior
Salary125,000 - 254,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Artificial IntelligenceMachine LearningProduct ManagementData science
Requirements
- 5+ years of product management experience, with meaningful time spent on AI or ML-powered products in production.
- Demonstrated ability to run fast, scrappy experiments without waiting for perfect infrastructure.
- Strong judgment in evaluating AI approaches and deciding which ideas are worth pursuing.
- Comfortable operating in ambiguity with a shifting portfolio.
- Ability to connect experimental work to business outcomes and communicate credibly to technical and non-technical stakeholders.
- Experience working across team boundaries to hand off proven concepts.
Responsibilities
- Scout the AI landscape continuously—new models, tools, agents, retrieval approaches, voice systems—and rapidly develop sharp POVs on what Toast's support organization should be testing and why.
- Design and run lightweight experiments to pressure-test AI-driven support concepts before they're ready for infrastructure investment.
- Make go/no-go calls on exploration threads with clarity and conviction, synthesizing experimental findings into recommendations.
- Own and actively manage a shifting experimentation roadmap.
- Translate findings into business-relevant outcomes connecting to deflection rates, resolution speed, customer effort, and care team efficiency.
- Collaborate closely with engineering, data science, support operations, and platform teams to hand off proven concepts.
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