Lead Product Manager, AI Agents

About the role

We are looking for a Lead Product Manager to own the AI agent product that serves regulated financial services. The role will shape the omni‑channel experience—voice, text, email and chat—ensuring high‑quality, compliant conversations that help lenders go live quickly.

Key responsibilities

• Define and execute the roadmap and strategy for the agent across all channels, creating seamless cross‑channel conversations.
• Establish and monitor metrics such as containment, resolution rate, escalation, handle time, CSAT, error and hallucination rates, and drive continuous improvement.
• Build a configurable servicing workflow catalog covering payments, payoffs, hardship, collections, title and insurance.
• Accelerate time‑to‑live for new lenders, reducing the interval from contract signing to production.
• Implement guardrails and compliance features (disclosures, audit trails, human handoff thresholds) to stay within FDCPA, TCPA, UDAAP and state rules.
• Set the bar for discovery, specifications and instrumentation that other product teams will follow.

Required profile

• Proven experience shipping LLM‑powered products to real users, with deep understanding of prompting, evaluation, retrieval and tool use.
• Outcome‑focused mindset, comfortable making decisions with incomplete information and taking accountability.
• Hands‑on approach: listening to call recordings, working directly with operations teams, and writing specs engineers can implement.
• Strong measurement discipline, able to distinguish model, product and data problems.
• Technical fluency to read traces, discuss architecture and write clear specifications.
• Risk awareness to design systems that can tolerate occasional errors without catastrophic impact.

Required skills

• Experience building LLM‑powered products for production.
• Voice, IVR, contact‑center or conversational AI expertise.

What we offer

• Medical, dental and vision coverage.
• Generous 401(k) plan.
• Catered lunches and a collaborative onsite environment in San Francisco.