Principal Product Manager, CX AI & Automation (AI)

Location: Canada homebase

Company

hirify.global develops cybersecurity and application delivery solutions that help organizations create, secure, and run applications.

What you will do

• Own the customer experience AI strategy and roadmap across the full lifecycle, from first touch through renewal and advocacy.
• Map customer journeys, operating workflows, systems of record, handoffs, exception paths, and undocumented practices.
• Define agent-based target journeys using agents, retrieval, and language models while specifying human oversight.
• Establish intake, approval, evaluation, quality, transparency, rollback, and governance standards for CX AI solutions.
• Make build-versus-buy and vendor decisions while managing AI spend, unit economics, adoption, and realized value.
• Prototype independently, author technical requirements, collaborate with engineering and control functions, and present recommendations to executives.

Requirements

• Bachelor’s or Master’s degree in business, technology, analytics, or equivalent experience.
• 10+ years of combined experience in AI or technology product management, software development, and customer-facing business functions.
• Hands-on software or application development experience sufficient to prototype and evaluate technical approaches independently.
• 4+ years supporting customer experience or go-to-market functions such as marketing, sales, revenue operations, support, customer success, or partner operations.
• Production delivery experience with generative AI or agentic solutions at enterprise scale and measurable business impact.
• Strong knowledge of large language models, agents, multi-agent orchestration, retrieval-augmented generation, conversational AI, intelligent document processing, AI governance, and CX systems.

Nice to have

• Experience with AI-assisted development tools, agent frameworks, or low-code automation platforms.
• Experience delivering automation across Salesforce and Oracle, including NPI, CPQ, and partner self-service platforms.
• Familiarity with AI evaluation and observability practices.
• Experience with conversational AI or agent-assist deployments in service or support.
• Startup or early-stage experience spanning discovery, definition, and rollout.

Culture & Benefits

• Full-time employment in a diverse organization focused on improving customer and user experiences.
• Cross-functional collaboration across commercial, operational, technical, security, risk, legal, and compliance functions.
• Opportunity to establish reusable AI patterns and improve AI fluency across customer experience teams.