Staff Product Manager, Intelligent Customer Experience

Location: Hybrid; candidates must currently reside in California and be able to commute to the San Francisco Bay Area office. Work authorization in the United States is required. hirify.global does not provide immigration sponsorship. Employment is unavailable in Alaska, Alabama, Delaware, Hawaii, Idaho, Montana, North Dakota, South Dakota, Nebraska, Iowa, West Virginia, and Rhode Island. Occasional travel for company events, team collaboration, or offsites may be required.

Company

hirify.global provides scheduling products used by millions of people and is expanding its product capabilities and customer experience platform.

What you will do

• Own the strategy, roadmap, and outcomes for intelligent customer experience across AI support quality, automated resolution, and human escalation.
• Improve automated resolution by enabling support agents to answer customer questions and take appropriate actions.
• Define AI quality standards covering answer accuracy, resolution quality, escalation effectiveness, and failure modes.
• Build measurement and observability for agent and bot quality, resolution rates, customer experience cycle time, escalation routing, and satisfaction.
• Establish a company-wide supportability contract so new capabilities can be supported by AI agents, automation, or human support from launch.
• Lead collaboration across Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, Content Operations, and R&D to turn customer issues into prioritized product actions.

Requirements

• 10+ years of varied product management experience across startups and scaled companies, including building 0-to-1 platforms or capabilities adopted by internal teams.
• Direct experience with AI-powered or conversational agents and a deep understanding of their failure modes and answer-quality drivers.
• Experience driving cross-functional standards or platform adoption without direct managerial authority.
• Strong product judgment grounded in support or customer experience data, including defining metrics from incomplete or messy data.
• Experience partnering with go-to-market and R&D stakeholders in B2C or B2B SaaS and product-led-growth environments.
• Must reside in California, commute to the San Francisco Bay Area office, and already be authorized to work in the United States.

Culture & Benefits

• Full-time employees working at least 30 hours per week are eligible for the Top Performer Bonus program, equity awards, and competitive benefits.
• Salary positioning considers experience, skills, interview performance, location, metropolitan area, and internal pay equity.
• Work includes collaboration with multiple product, engineering, support, and go-to-market groups.
• hirify.global aims to provide an inclusive and equitable recruiting experience and reasonable workplace accommodations.

Hiring process

• Recruiter phone interview followed by an interview with the potential manager.
• Interview exercise and meetings with potential team members.
• Reference conversations with previous colleagues or collaborators.