Senior Product Manager (Conversational AI)

Job Description

Why [REDACTED]?

[REDACTED] is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. [REDACTED]’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions.

The [REDACTED] team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system.

About This Role:

[REDACTED] is on a mission to humanize the recovery process for distressed borrowers through AI and machine learning. As our Senior Product Manager you will be the person who brings conversational AI to life inside our platform — across voice, chat, and the messaging channels our consumers and clients already use.

What You'll Do:

• Roadmap & Strategy: Define and own the conversational AI roadmap across voice and chat, balancing consumer impact, client demand, operational readiness, and platform build-vs-adopt decisions.
• Conversation Design & Omnichannel Integration: Establish behavior standards for AI agents—including authentication, intent recognition, hardship handling, and human handoffs—ensuring a unified consumer experience across voice, chat, SMS, and email.
• Partnerships & Technical Surface: Manage vendor relationships and specify requirements for telephony and CRM/servicing system integrations.
• Performance & Compliance: Drive operational metrics (latency, containment, cost per resolution) while partnering with Legal and Compliance to adhere to regulatory frameworks like FDCPA, Reg F, and TCPA.
• Cross-Functional Operational Readiness: Prepare Operations, Client Success, and Compliance teams with training, runbooks, escalation paths, and key metrics prior to feature launches.

Who You Are:

• Experience: 5+ years of 0-1 Product Management experience, with a track record of shipping products that moved business metrics. Fintech, collections, lending, or other regulated financial services experience is a strong plus.
• LLM Experience: You have shipped LLM-based capabilities in production. You can reason about prompting, retrieval, evaluation, guardrails, latency, and failure modes well enough to partner credibly with engineers — and to know when an impressive demo is not yet a product.
• Conversational AI Fluency (hard requirement): Hands-on experience with voice agents, chat agents, IVR, or contact center technology.
• Strong Analytical Skills: When you have a question about conversation or outcome data, you answer it yourself.
• The "Double-Sided" Mindset: Experience with B2B2C products, balancing what the client configures against what the consumer experiences.
• A Master of Ambiguity: You thrive in "roll-up-your-sleeves" environments where the path isn't always marked, turning conflicting inputs into solid, actionable plans.

What We Offer (Perks & Benefits)

• Flexible vacation
• Medical/dental/vision insurance
• Traditional/Roth retirement savings options
• Company-paid disability and life insurance
• Flexible Spending Account & Limited FSA
• Family-friendly parental leave, volunteer and voting time off
• On-demand wellness platform access for you and 5 friends and family
• [REDACTED] discount program for 900+ merchants nationwide

Remote Work, Travel Expectations & Physical Requirements:

This role supports a global, cross-functional business and operates primarily in a Remote-First environment. However, flexibility outside of standard business hours and occasional local or international travel may be necessary for global operations support, company meetings, training, offsites, and collaborative projects.

This position primarily involves computer-based work, requiring extended periods at a computer, participation in virtual meetings, and use of standard office technology. We will consider reasonable accommodations to enable individuals to perform the essential functions of the role.

Maintaining a reliable internet connection and a professional work environment is expected. The ability to protect confidential company, employee, customer, and business information while working outside of a company office is also required.

Personally Identifying Information

We collect personal information for employment purposes. We do not sell personal information. Most of the information we have is provided to us by you and/or collected as part of the employment process. For more details on how we use, share, and delete personal information see our Privacy Policy.

Dedication to Diversity & Inclusion

We are an equal opportunity employer. We promote, value, and thrive with a diverse and inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

Salary: 136000 - 180000 USD per year

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