Senior Product Manager – Agent Assistance

Job Description

About Us:

[REDACTED] is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At [REDACTED], all of our work truly matters.

Responsibilities:

Job Summary:

The Senior Product Manager (PM) for Agent Assistance defines and delivers AI-driven capabilities that support call takers and frontline agents during high-pressure, real-time interactions. This role owns the vision, roadmap, and delivery of agent assistance features that improve speed, accuracy, consistency, and outcomes in live call handling workflows. The PM operates within [REDACTED]'s product operating model, partnering with Sales, Customer Success, Engineering, Marketing, and Product Operations to move initiatives through [REDACTED]'s Product Lifecycle Management (PLM) stage gates from concept to launch and offer success. Success is measured by adoption in production, measurable time savings and quality improvements, and sustained performance through monitoring and iteration.

Key Responsibilities:

Product Strategy and Outcomes

• Define the product vision and strategy for Agent Assistance, grounded in the highest impact problems for call takers and supervisors
• Maintain an outcome-based roadmap narrative (Now, Next, Later) that communicates direction without overcommitting to delivery dates
• Align priorities to business value and customer impact, and clearly articulate trade-offs and sequencing

PLM Ownership and Cross Functional Governance

• Drive agent assistance initiatives through [REDACTED] PLM phases and gates (concept, definition and investment, planning and development, launch and offer success)
• Produce and maintain required PLM artifacts, including problem statement, Product Requirements Document, business case inputs, and release readiness materials
• Partner with Product Operations on governance, readiness checklists, and cross functional alignment for launch coordination

Requirements and Delivery Execution

• Own end to end requirements for agent assistance features, including user stories, acceptance criteria, and edge case handling for real time workflows
• Partner with Engineering to plan and execute delivery through quarterly planning and sprint execution, and to maintain high predictability of release outcomes
• Coordinate pilots, phased rollouts, and enablement inputs to ensure a smooth transition from build to adopt

AI Quality, Trust, and Operational Readiness

• Partner with AI services teams to define model and system requirements, evaluation approach, and performance thresholds
• Ensure AI outputs are reliable, explainable where appropriate, and designed to augment rather than automate decision making in critical workflows
• Define and operationalize monitoring for accuracy, latency, failure modes, and user feedback, and prioritize improvements based on real world performance

Key Accountability 5: Data, Security, and Compliance Alignment

• Ensure requirements account for data custody, storage, access control, and security expectations for call recordings and transcripts
• Partner with InfoSec, Legal, and Operations to align on permissions, privacy, and contractual considerations for AI enabled features
• Maintain readiness for regulated customer environments, including documentation and review inputs needed for security and compliance checkpoints

Education:

• Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent experience

Experience:

• 7+ years of product management experience, including ownership of complex, user facing products in SaaS or mission critical environments
• 5+ years of experience with call handling environments
• Demonstrated success leading cross-functional product initiatives with measurable business outcomes
• In-depth understanding of NG911 standards, protocols (including SIP, ESInet, i3 architecture), and interoperability requirements preferred
• Proven experience developing and presenting business cases for mission-critical systems, including market analysis, ROI projections, and regulatory compliance considerations
• Experience mentoring or managing junior team members
• Exceptional communication and presentation skills with the ability to influence across all organizational levels
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); experience with roadmap and project management tools preferred
• Strong analytical skills and a commercial mindset; capable of making sound, data-driven decisions

Total Rewards

Want to love where you work? At [REDACTED], we offer a comprehensive benefits package that includes what you'd expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan, and several that go above and beyond – paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, an EAP (Employee Assistance Program) that includes free mental health resources/support, and more! Apply today to join us in work worth doing!

The starting compensation is anticipated between $130,000 and $160,000 and will be commensurate with experience.

[REDACTED] is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. [REDACTED] maintains a Drug Free Workplace.

Roles & Responsibilities

• Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent experience
• 7+ years of product management experience, including ownership of complex, user facing products in SaaS or mission critical environments
• 5+ years of experience with call handling environments
• Exceptional communication and presentation skills with the ability to influence across all organizational levels

Requirements

• Define the product vision and strategy for Agent Assistance, grounded in the highest impact problems for call takers and supervisors
• Drive agent assistance initiatives through [REDACTED] PLM phases and gates
• Own end to end requirements for agent assistance features, including user stories, acceptance criteria, and edge case handling for real time workflows
• Ensure AI outputs are reliable, explainable where appropriate, and designed to augment rather than automate decision making in critical workflows