Staff Product Manager, Intelligent Customer Experience

📋 Description

• Own the strategy, roadmap, and outcomes for Calendly's intelligent customer experience, spanning AI
• Increase automated resolution by enabling the Support Agent to accurately answer questions and take
• Define and improve AI quality, including answer accuracy, resolution quality, escalation
• Build the measurement and observability layer for Agent/Bot Quality Score, automated resolution
• Establish and drive adoption of a company-wide supportability contract so every new Calendly
• Close the loop between customer issues and R&D, ensuring recurring bugs and product gaps are

🎯 Requirements

• 10+ years of varied PM experience across startups and scaled companies, including building 0-to-1
• Direct experience with AI-powered agents and/or conversational agents
• Track record of driving cross-functional standards or platform adoption across teams you don't
• Strong product sense grounded in support data; comfortable defining metrics from messy or
• Ability to build a bold and ambitious vision and inspire teams
• Experience partnering with GTM and R&D stakeholders in B2C and/or B2B SaaS, product-led-growth

🎁 Benefits

• Base salary is just one component of total rewards; employees are also eligible for Top Performer