Principal Product Manager, Agent Experience & AI

Sunbit•Jersey City, NJ

5h•Hybrid

About The Position

Sunbit builds financial technology for real life, leveraging an AI-native platform to provide personalized offers and transparent pay-over-time options for consumers, and a no-fee credit card. The company is guided by people-centered values: Serve Others Before Self, Include Always, Connect Genuinely, Innovate for Good. Sunbit's AI infrastructure powers instant decisioning, streamlines fraud checks, and enables highly personalized offers at scale, resulting in quick, fair, and simple experiences for consumers and merchants. Sunbit delivers industry-leading approval rates (90%+ in auto service and 85%+ in dental) while maintaining zero consumer fee-based revenue. It is available across a nationwide, in-person merchant network of 30,000+ locations. The Principal Product Manager will lead the strategy and execution of the digital agent experience, owning the end-to-end product lifecycle of internal platforms. This role requires a B2C/SaaS mindset to build high-performance, low-latency systems with intuitive, "zero-training" interfaces. The manager will also drive the development of advanced AI-powered chat and voice solutions, aiming to deliver intelligent, empathetic experiences capable of handling complex financial transactions with precision and efficiency.

Requirements

6+ years in Product Management, specifically building and scaling modern digital products.
A portfolio of delivering high-quality software where stability and scalability were paramount.
Deep background in Conversational AI (Voice/Chat) and automated customer servicing.
Proven ability to own Business Outcomes and move needle-shifting KPIs.
An AI "Power User" who leverages LLMs and modern tech to 10x your own productivity.
Product-First Mindset: Understand how to build software that scales, manage a technical roadmap, and prioritize based on data-backed outcomes.
AI & Conversational Mastery: A track record of shipping AI-driven products, specifically in Voice and Chat, and understanding the mechanics of NLP/NLU and real-time intelligence tools like Cresta.
FinTech Expertise: Extensive experience in Financial Services or FinTech, knowing how to build innovative digital products that navigate the complexities of a regulated industry.
Technical Fluency: Comfortable discussing API contracts, system architecture, and technical trade-offs.
Design Thinking: Believe that internal tools should be beautiful and efficient, using research and data to eliminate friction from every digital interaction.

Responsibilities

Own the end-to-end product lifecycle for the Agent Experience, applying the rigor of top-tier B2C or SaaS products to the internal ecosystem, focusing on performance, low-latency data, and "zero-training" UI.
Architect and deploy automated servicing channels, building high-quality AI Voice and Chat Agents that handle complex financial transactions with precision and empathy.
Be responsible for the architectural integrity and scalability of the platform, prioritizing quality and a clean, robust foundation over a high volume of low-impact features.
Partner with business stakeholders to define and own key OKRs such as Cost Per Interaction (CPI), First Contact Resolution (FCR), and AI Containment Rates.
Act as the connective tissue between Technology, Operations, Risk, Compliance, and Legal, ensuring digital products are "Compliant by Design" and technologically superior.

Benefits

Join one of LA’s fastest growing startups (2023), A Most Loved Workplace, #576 on the 2023 Inc 5000 list, and Forbes Fintech 50 (2024)
Mission driven + empowered + collaborative
Competitive pay and stock options
Unlimited PTO
Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Parental Leave
Newly added HSA and Pet Insurance
401K Plan with Matching
Cell Phone Stipend
Casual Dress
Team based strategic planning + Team owned deliverables