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We are looking for an AI Product Manager to own and elevate our customer experience. You will be the dedicated DRI for our AI practice, spending 100% of your time training, evaluating, and improving our AI agents to deliver exceptional customer support. This role sits at the intersection of product management, AI/ML, and customer experience - perfect for someone who loves diving deep into AI systems and measuring their real-world impact.
Job Responsibility:
Build and deploy AI powered tools to make the broader Customer Experience (CX) team more efficient
Own the end-to-end AI agent utility and quality for our customer support platform
Evaluate AI performance rigorously
Expand coverage to more support case types while maintaining high quality standards
Analyze customer interactions to identify gaps in AI coverage and prioritize improvements
Develop and track KPIs for AI performance including resolution rate, accuracy, and customer satisfaction
Work closely with engineers to identify and implement automation opportunities
Collaborate with CX managers to understand agent pain points and translate them into AI improvements
Create documentation and training materials for AI-assisted workflows
Lead the development of internal AI-powered tools like our internal diagnostic tool and AI-powered ticket analysis pipeline
Partner with AI engineers to build and evaluate AI-assisted workflows
Design and run evaluations (evals) to measure the effectiveness of AI tools and identify areas for improvement
Requirements:
5+ years of experience in operations, technical product/program management, or a related technical field
Proven experience with prompt engineering, LLM based products, or other AI/ML products
Experience training, evaluating, and improving AI agents or chatbots
Strong judgement and analytical skills with the ability to assess AI performance objectively and make data-driven decisions
Ability to work independently and drive projects from conception to completion
Excellent communication skills to translate technical AI concepts for non-technical stakeholders
Comfort with ambiguity and the ability to define structure in a fast-moving environment
Experience building no-code/low-code automation tools
Nice to have:
You’re excited about the health and fitness technology space and the opportunity to measurably improve lives
You have the desire to make an outsized impact as part of a rapidly growing, dynamic team
You are willing to roll up your sleeves and use whatever language or framework will best help you get the job done
You love thinking about things from the customer’s perspective and trying to understand what motivates and drives decision making
You have side projects outside of work that you’re excited to tell us about
What we offer:
Equity participation
Periodic equity refreshments based on performance
Every employee receives a Pod (product)
Other benefits (details at eightsleep.com/careers)