Group Product Manager, CX Operations

About the position

As a Group Product Manager, you will lead the definition, delivery, and evolution of The Farmer’s Dog’s AI/Learning Language Model (LLM) tools for our customer support agents. Your mission will be twofold: 1) to empower our customer support agents with cutting-edge AI tools, and 2) to shape the future of customer-facing conversational AI experiences. This high-impact role sits at the intersection of AI technology, customer experience, and digital experience design, helping to build a product that’s as empathetic, efficient, and effective as the humans it supports. You will partner closely with engineering, design, data, and customer experience groups to drive a vision for AI tools that improve the efficiency of internal workflows and elevate customer interactions. Over time, you’ll develop a strategy to extend these AI-driven solutions into customer-facing conversational experiences that redefine how we engage with dog owners at all stages of their journey.

Responsibilities

• Define the Vision and Strategy: Own the roadmap for AI-driven customer support tools, balancing immediate enhancements with a long-term vision for customer-facing conversational AI experiences.
• Scale Customer Empathy and Support: Empower customer support agents to resolve issues faster and more efficiently.
• Demonstrate AI Excellence: Define and execute initiatives to integrate advanced LLM capabilities for personalized customer interactions.
• Improve the Customer Journey: Use data to identify opportunities for AI to enhance the customer journey.
• Evolve Our Conversational AI Capabilities: Oversee the development of a scalable conversational AI framework.
• Collaborate Cross-Functionally: Work closely with stakeholders across operations, data, engineering, and design.

Requirements

• 7+ years of product management experience.
• Demonstrable passion and curiosity for managing ML and/or AI-driven products.
• Track record of deeply understanding user needs and building solutions that delight them.
• Comfortable using quantitative and qualitative data to inform decision-making.
• Hands-on experience with LLMs or similar technologies.
• Ability to inspire teams to rally behind a shared vision.
• Comfortable with ambiguity and adept at navigating uncharted territory.

Nice-to-haves

• A love for dogs.

Benefits

• Dog-friendly office in Greenwich Village.
• Market-competitive compensation and equity packages.
• Comprehensive Healthcare, Dental, and Vision.
• Company supported mental health benefits.
• 12 week paid parental leave.
• Competitive 401k plan with company match.
• Flexible PTO.
• Discounted fresh food for your pup.