Director, Product Management

Observe.AI•Redwood City, CA

3d•$230,000 - $260,000•Hybrid

About The Position

Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale. On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel. 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.

Requirements

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.
High ownership and comfort operating in ambiguity; thrives in fast-moving, innovation-heavy environments and drives clarity from first principles.

Nice To Haves

Previous experience in CX, Reporting/BI tools, Coaching, Compliance, Quality Management or adjacent domains.

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.
Raise the bar across product and platform. Elevate product craft across the organization through clear thinking, strong prioritization, technical depth, and rigorous outcome ownership. Partner and collaborate deeply with ML, Engineering, and Design to shape orchestration, memory, tooling, and data flywheels while driving principled trade-offs across speed, quality, cost, and scale.
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.