Senior Product Manager, AI Agents Messaging

Job Description

We're forming a new team to own messaging as a channel experience for our CX Agent, and we're looking for a Senior Product Manager to lead it.

Messaging is where this whole category began. Chatbots were born in the chat window, and messaging remains the channel where the majority of our customers deploy their AI agent. It is our largest and most visible surface - the place where a customer's first impression of "can this agent actually resolve my problem?" is formed, and where a percentage point of improvement moves adoption and automated resolutions more than almost anywhere else in the product.

As Senior PM for AI Agents Messaging, you will own the end-to-end agentic experience for this channel. Your team will own the full agentic stack for messaging: task identification, procedure execution, verbalization, and the orchestration engine that ties them together. You won't be skinning a UI on top of someone else's agent - you'll be shaping how the agent understands, reasons, and responds in the messaging context, and evolving our multi-agent product into its next generation.

What you'll own:

• The end-to-end agentic messaging product -  from how the agent identifies what the customer needs, to how it executes procedures, to how it responds - tuned for the realities of real-time, conversational messaging.

• The multi-agent evolution of the channel - taking our agent architecture into new heights as we move toward a unified CX agent. You'll help define what "great" looks like for messaging in an agentic world.

• Channel-specific product strategy - where messaging should lead, where it should align with other channels, and how it drives our core business outcomes: adoption and automated resolution rate.

• The roadmap, priorities, and delivery for your team - working directly with your engineering team to ship.

Why this is one of our highest-impact roles:

• Volume and origin. Messaging is where the largest share of customers deploy, and where the agentic category started. Winning here compounds across the business.

• Full ownership of a real product surface. You own the agentic stack for the channel, not a thin layer - genuine product depth, not coordination overhead.

• A product at an inflection point. We're evolving from a procedure-centric agent toward a unified, multi-agent CX Agent. Messaging is central to that story.

This is a role built on partnership

Messaging does not exist in isolation. Our channels share a common agentic platform and orchestration harness. Success in this role depends on your ability to collaborate - constantly and well - with:

• Other channel PMs (Voice, Email) - sharing components, aligning on a coherent cross-channel experience, and deciding together what belongs to a channel versus the platform.

• Platform and orchestration teams (RAG Agent, Procedures) - who own the shared agent harness your channel builds on.

• Channel experience (Messaging) - who own the end-user experience and messaging widget.

If you like owning a surface and stitching it into a larger system with strong peers, this is the shape of the job.

What we're looking for:

• A senior product manager with a strong track record of shipping B2B SaaS products end to end - strategy through delivery, not backlog management.

• AI/ML product experience - ideally you've built products where reasoning quality, reliability, and evaluation were first-class problems. You have real opinions about how agentic systems behave and how to make them better.

• Proven cross-team coordination - you've delivered products that required multiple engineering teams and stakeholders to move together, and you know how to keep everyone aligned without losing the plot.

• Strategic product thinking - you can connect product decisions to business outcomes (adoption, automated resolution, customer trust), not just feature specs.

• Comfort with ambiguity - you can stand up a new team and a new charter, and bring clarity where there isn't much yet.

Nice to have (not required):

• Experience with agentic or conversational AI products (chatbots, virtual agents, multi-agent systems, LLM-based assistants).

• CX / customer support domain knowledge.

• Channel or messaging experience (web/mobile messaging, social channels, live chat) - helpful context, but we'll happily teach the channel to a strong PM who brings the rest.

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