Associate Product Manager

We are seeking a dynamic Associate Product Manager to lead our customer-facing AI agent portfolio including the L1, L2, Knowledge, and other support agents. This role focuses on redefining how enterprises deliver intelligent, proactive, and autonomous support experiences. You will own the roadmap for agents that directly interact with end users, drive deflection and resolution efficiency, and set new benchmarks for AI-driven customer engagement across industries.

Key Responsibilities

Own the product vision, roadmap, and execution strategy for all customer-facing autonomous AI agents.

Collaborate with engineering, data science, and design teams to build intuitive support experiences.

Drive innovation in conversational intelligence, self-service automation, and proactive support capabilities.

Define success metrics to showcase ROI to the business.

Partner closely with enterprise customers and prospects to gather feedback, validate hypotheses, and prioritize features that enhance customer satisfaction and engagement.

Translate complex technical capabilities (LLM orchestration, RAG pipelines, case summarization, knowledge management) into actionable features that solve real customer pain points.

Align product initiatives with compliance, security, and policy standards including GDPR and SOC2.

Collaborate with Sales and Customer Success to enable customer demos, success stories, and go-to-market narratives.

Monitor performance analytics and continuously optimize agent workflows for adaptability, accuracy, and human-AI synergy.

Required Skills & Qualifications Strong technical acumen with hands-on experience in Agentic AI platforms, LLMs, RAG architectures, and conversational AI ecosystems (LangChain, CrewAI, OpenAI, etc.). Proven ability to design and launch customer-facing AI or SaaS products at scale.

Excellent communication and storytelling skills to engage customers, prospects, and internal stakeholders.

Expertise in customer support ecosystems such as Salesforce, Zendesk, ServiceNow, or Freshdesk.

Data-driven decision-making mindset with a passion for experimentation and continuous improvement.

Strong collaboration skills across sales, engineering, design, marketing, and go-to-market teams.

Preferred Background 35 years of experience in Product Management, preferably in Agentic AI.

Exposure to GenAI-driven chatbots or customer experience automation products.

Understanding of AI safety, ethical AI, and policy-driven product compliance. KPIs / Success Metrics Reduction in Average Resolution Time (MTTR) Increase in Case Deflection Rate CSAT and NPS improvement across deployed customers Proactive Issue Detection Rate Customer Retention & Expansion impact attributable to AI agents