Senior Product Manager - Agent Assistance
New
Based in the United StatesFull-TimeSenior
Salary130,000 - 160,000 CAD per year
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Job Details
- Experience
- 7+ years of product management experience in SaaS or mission-critical systems; 5+ years of experience working with call handling, contact center, or real-time operational environments.
- Required Skills
- Product ManagementSaaS
Requirements
- 7+ years of product management experience in SaaS or mission-critical systems, with ownership of end-to-end product delivery.
- 5+ years of experience working with call handling, contact center, or real-time operational environments.
- Strong understanding of AI/ML-powered product development, including model evaluation, performance tracking, and human-in-the-loop design.
- Familiarity with communication systems and protocols (e.g., NG911, SIP, ESInet, i3 architecture) is highly preferred.
- Proven ability to define business cases, including ROI analysis, market insights, and value-driven prioritization.
- Strong cross-functional leadership skills with experience influencing engineering, operations, and executive stakeholders.
- High proficiency in data-driven decision-making and comfort working with metrics, experimentation, and system performance analysis.
- Excellent communication skills, with the ability to simplify complex technical and operational concepts for diverse audiences.
- Experience mentoring product or cross-functional team members is a plus.
Responsibilities
- Own and evolve the product vision, strategy, and roadmap for AI-powered agent assistance capabilities, ensuring alignment with high-impact operational needs in real-time call handling environments.
- Define outcome-driven product direction (Now/Next/Later) focused on measurable improvements in speed, accuracy, and decision support for frontline agents.
- Lead end-to-end product lifecycle execution through structured stage gates, including business cases, PRDs, and launch readiness artifacts.
- Translate complex operational needs into clear requirements, including user stories, acceptance criteria, and edge-case handling for live workflows.
- Partner with Engineering and AI teams to design, build, and iterate on scalable AI systems with clear performance thresholds and monitoring frameworks.
- Drive cross-functional alignment across Sales, Customer Success, Product Ops, Legal, and Security to ensure delivery and adoption success.
- Establish and track success metrics such as adoption, latency, accuracy, and user impact, continuously iterating based on real-world performance.
- Ensure compliance, data governance, and security requirements are embedded into all AI-enabled product capabilities.
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