Product Manager

Giga•San Francisco, CA

17d•Onsite

About The Position

Giga is building AI agents that aim to automate 98% of enterprise support tickets and operations workflows. We deploy self-improving, emotionally intelligent agents that handle millions of customer interactions across voice, chat, and email for Fortune 100 enterprises like DoorDash. Our agents don't just respond—they continuously learn and improve, automatically increasing resolution rates from 60% to 98% through pattern recognition and policy refinement. They orchestrate complex multi-party workflows in real-time: simultaneously coordinating between customers, delivery drivers, and internal systems while cross-referencing policies and databases—all in under 500 milliseconds. Role Overview We're looking for a Product Manager to help us achieve our goal of automating 98% of enterprise support and operations workflows. You'll own critical parts of our AI agent platform—building the products that enable self-improving agents to handle increasingly complex scenarios without human intervention. You'll work at the intersection of cutting-edge AI capabilities and enterprise-grade product development: defining how agents learn from every interaction, orchestrating multi-party workflows across voice and chat, and expanding our platform into regulated industries like healthcare and financial services. This role requires someone who can think deeply about AI product strategy while also diving into the technical details of real-time orchestration, emotional intelligence, and enterprise compliance.

Requirements

5+ years combined experience in product management and software engineering
Minimum 1 year as a software engineer - hands-on professional coding experience required
Strong technical foundation - ability to engage in architectural discussions, read code, and understand complex distributed systems
Experience with real-time systems - voice, video, messaging, or similar latency-sensitive products
Enterprise product experience - understanding of B2B sales cycles, enterprise requirements, and platform thinking
Data-driven mindset - comfort with metrics, analytics, and making decisions with imperfect information
Excellent communication - ability to translate complex technical concepts for diverse audiences

Nice To Haves

AI/ML product experience - LLMs, conversational AI, or voice AI products
Developer tools experience - APIs, SDKs, platform products, or developer experience
Experience with Python - ability to prototype, analyze data, and work directly in our codebase
Startup experience - comfort with ambiguity, wearing multiple hats, and moving fast
Contact center or customer support domain knowledge

Responsibilities

Define and execute the roadmap toward 98% automation of support tickets and operations workflows
Make hard prioritization decisions: which agent capabilities unlock the next 10% of automated resolution?
Ship features that directly move resolution rates from 90% toward 98%
Translate the "enterprise operations platform" vision into concrete milestones across support, compliance, and operations
Understand and communicate complex real-time systems (sub-500ms latency requirements)
Work closely with engineering on architecture decisions and technical tradeoffs
Evaluate AI model capabilities and translate them into product features
Drive API design and developer experience for headless agents and integrations
Build deep relationships with Fortune 100 customers to understand why the last 10% of tickets still need humans
Translate customer feedback into agent capabilities that close the gap toward 98% automation
Monitor resolution rates, identify failure patterns, and drive systematic improvements
Partner with customers in healthcare and finance to define compliance-grade automation
Partner with AI/ML engineers on model integration and prompt optimization
Work with Design to create intuitive experiences for complex agent configuration
Collaborate with Sales on customer requirements and competitive positioning
Coordinate with Customer Success on deployment and adoption