Principal Product Manager, AI Platform

Medallia • Mclean, VA

1d • Hybrid

About The Position

Medallia is seeking an experienced and visionary Principal Platform Product Manager for our AI Platform. This role is part of the Data and AI Platform Product Team and focuses on Responsible AI, model lifecycle management, and user trust. The individual will shape core capabilities to ensure AI systems are performant, reliable, transparent, and aligned with user expectations and regulatory requirements. The role requires initiative and independence to drive the strategy, development, and growth of AI platform capabilities to meet evolving customer and partner needs and maintain a competitive edge. The Principal PM will own high-impact, complex product areas including languages, usage/pricing, model flexibility, and explainability. The work will directly influence how AI and Generative AI capabilities are governed, scaled, and experienced across Medallia’s products. Collaboration with Engineering, Design, Compliance, and Research is key to delivering platform services that enable faster innovation while ensuring trust, safety, and consistency. This is a highly cross-functional and impactful role for individuals who thrive on systems thinking, product craftsmanship, and ethical leadership in AI. Candidates based in the Tysons vicinity will be prioritized as this role is Hybrid, 3 days per week onsite.

Requirements

• Bachelor's Degree in science, engineering or related quantitative field, or equivalent experience.
• 8+ years of enterprise SaaS Product and/or Engineering management experience focused on data, analytics, and/or ML/AI products and services.
• Demonstrated experience managing cross-functional initiatives involving AI model performance, feedback systems, or Responsible AI tooling.
• Demonstrated understanding of ML pipelines, model serving, and feedback loop integration.
• Demonstrated understanding of distributed systems and cloud-native architectures.
• Demonstrated experience driving cross-functional company initiatives across multiple departments.

Nice To Haves

• 5+ years of direct and hands-on experience bringing enterprise AI/ML platforms and/or products to the market from ideation to shipping the capabilities.
• Demonstrated experience building, launching, and scaling enterprise-grade AI platform solutions.
• Deep understanding of Responsible AI practices including explainability, model cards, auditing frameworks, and policy alignment.
• Self-starter and able to operate independently to take an initiative from start to finish, while being comfortable with ambiguity and navigating complex execution challenges with the right level of cross-functional collaboration.
• Experience working with R&D and Research teams to productionalize ML/GenAI capabilities.
• Familiarity with user experience design for AI features, including user transparency, consent flows, and control mechanisms.
• Proven ability to define non-functional requirements (SLAs, observability, rate limiting) for AI/ML services and implement appropriate tooling and mitigation efforts.
• Experience with a Customer Experience Management Platform.
• Experience working in an agile development environment and familiarity with tools such as Productboard and JIRA.

Responsibilities

• Drive product strategy and delivery of Medallia's AI Platform as part of our Experience Platform, focusing on scalable infrastructure, AI/ML frameworks, model extension, administration, and seamless integration with internal and external applications.
• Define and own the roadmap for critical cross-product and platform workstreams.
• Take full ownership of areas such as our models and their lifecycle to alleviate team bottlenecks and drive market innovation.
• Spearhead the product strategy and operationalization of AI Consumption, Usage tracking, and Pricing mechanisms.
• Define, communicate, and enforce non-functional requirements (NFRs) for AI/ML services such as model SLAs, degradation monitoring, rate limiting, and incident management to ensure high-availability and reliable AI/ML services.
• Develop tools and dashboards that enable auditability and behavioral evaluation of AI systems.
• Define and enforce standards for Responsible AI, including traceability, explainability, and alignment with evolving regulatory frameworks including configuration and administration tooling for select GenAI and AI platform features.
• Partner with Design and Product teams to ensure consistent and user-friendly AI experiences, including transparency prompts, user control points, and override flows.
• Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
• Engage with cross-functional teams, including PM, Design, Engineering, Sales, Professional Services, and Marketing, to ensure effective collaboration and alignment.

Benefits

• competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal