Director of Product, CX Product

📋 Description

• Define CX product vision spanning AI resolution, agent tooling, proactive engagement.
• Build and lead PMs to reduce cost-to-serve while boosting resolution quality.
• Own AI resolution layer: AI workflows and API integrations with guardrails.
• Build proactive engagement systems that contact customers before problems arise.
• Launch and unify contact channels (email, text, voice) with intelligent routing.
• Own knowledge and quality layer: machine-readable SOPs and escalation pathways.

🎯 Requirements

• 8+ years product leadership, 3+ years managing PMs.
• Strong POV on AI transforming customer support; AI CX products.
• Launched or scaled multi-channel CX with intelligent routing.
• Proven ability to reduce costs while improving customer satisfaction.
• Thrive at the intersection of product and operations.
• Nice to have: healthcare or insurance experience with complex interactions.

🎁 Benefits

• Equity compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home stipend
• Therapy reimbursement