Director, Product Management

About the role

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI Agents that autonomously execute work across the full CX lifecycle-from handling customer conversations to supporting frontline teams and optimizing operations. Each AI Agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction. Why Join Us We're hiring a Director of Product Management to build and scale production-grade AI agents powering real-time, enterprise-critical workflows. This is not a traditional SaaS leadership role. You'll operate at the frontier of Agentic AI, defining, building, and launching intelligent systems that reason, act, and execute reliably in live production. The mandate is simple but ambitious: ship AI agents that deliver measurable enterprise impact. This is fundamentally a builder role. You'll translate advances in LLMs, orchestration, retrieval, and evaluation into enterprise-grade systems - partnering deeply with Engineering, ML, Design, Platform, and GTM. You'll write specs, design eval frameworks, prototype agents, analyze data, engage customers, and influence executive strategy. You'll own the lifecycle end-to-end - from opportunity identification and roadmap definition to scaling AI systems handling hundreds of millions of interactions in global production. If you're excited about taking AI from demo to dependable infrastructure, this is the role.

Responsibilities

• Own and build a frontier Agentic AI product. Lead the Insights charter at Observe.AI; defining the vision, strategy, and execution for agentic systems that don't just generate insights, but take actions and drive outcomes across CX operations.
• Turn AI breakthroughs into real enterprise impact. Translate advances in LLMs, Agentic AI, and multi-Agent systems into production-grade capabilities that move metrics like Revenue, CSAT, Compliance, Coaching effectiveness, and Operational efficiency.
• Ship from 0 → 1 → scale. Operates as a hands-on Senior IC product builder. Prototype fast, work directly with design partners, run pilots, and turn early wins into scalable, repeatable systems used across large enterprises.
• Design trusted, enterprise-ready agents. Build the control plane for AI agents, including governance, evaluation, approvals, auditability, reliability, and safe execution, so customers can confidently deploy agents in mission-critical workflows.
• Be the face of Agentic platform. Lead executive-level customer conversations, shape product narrative and positioning, and represent the charter internally and externally as we define what "agentic" means in enterprise CX.
• What You'll Bring To The Role
• Bachelor's degree in Computer Science, Engineering, or related field required; MBA or advanced technical degree preferred
• 10+ years of product management (or equivalent) experience, including owning major product areas end-to-end; demonstrated success as a hands-on "builder PM" leading 0→1 scale initiatives.
• Customer-obsessed product leadership: Demonstrated ability to build deep empathy for users and buyers, uncover true pain points, and translate them into products that deliver measurable business outcomes.
• Executive presence and customer-facing credibility: Extensive experience leading US enterprise customer engagements-navigating exec stakeholders, running roadmap/value conversations, and representing the product/org with confidence and clarity.
• Product delivery & enterprise trust: Proven track record shipping AI/ML products (LLMs/GenAI powered) from concept to enterprise scale, embedding governance, guardrails, auditability, privacy, and human-in-the-loop systems into production.
• Agentic systems expertise: Comfortable prototyping and iterating directly with agentic systems - including prompt/agent design, experimentation and eval frameworks. Strong understanding of LLMs, RAG, agent/tool use, orchestration patterns including how to diagnose and improve probabilistic systems.
• Hig

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