Senior Product Manager (Conversational AI)
About The Position
TrueML is a mission-driven financial software company using machine learning to create better digital experiences for distressed borrowers. The Senior Product Manager will bring conversational AI to life across voice, chat, and messaging channels used by consumers and clients. The role owns the conversational AI roadmap, defines agent behaviors and omnichannel experiences, manages vendor relationships and technical integration requirements, drives performance and compliance, and prepares operational teams for launches. The position operates primarily in a remote-first environment supporting a global, cross-functional business. Flexibility outside standard business hours and occasional local or international travel may be needed for global support, meetings, training, offsites, and collaborative projects. Work is primarily computer-based, including extended computer use and virtual meetings. A reliable internet connection, professional remote work environment, and ability to protect confidential information are expected. Reasonable accommodations will be considered.
Requirements
- At least 5 years of 0-to-1 Product Management experience, with a track record of shipping products that moved business metrics.
- Experience shipping LLM-based capabilities in production and the ability to reason about prompting, retrieval, evaluation, guardrails, latency, and failure modes in partnership with engineers.
- Hands-on experience with voice agents, chat agents, IVR, or contact center technology.
- Strong analytical skills, including the ability to independently investigate conversation or outcome data.
- Experience with B2B2C products and balancing client configuration with consumer experience.
- Ability to thrive in ambiguous, hands-on environments and turn conflicting inputs into actionable plans.
Nice To Haves
- Experience in fintech, collections, lending, or other regulated financial services.
Responsibilities
- Define and own the conversational AI roadmap across voice and chat, balancing consumer impact, client demand, operational readiness, and platform build-versus-adopt decisions.
- Establish AI agent behavior standards, including authentication, intent recognition, hardship handling, and human handoffs, to provide a unified experience across voice, chat, SMS, and email.
- Manage vendor relationships and specify requirements for telephony and CRM or servicing system integrations.
- Drive operational metrics, including latency, containment, and cost per resolution, while partnering with Legal and Compliance to adhere to regulatory frameworks such as FDCPA, Reg F, and TCPA.
- Prepare Operations, Client Success, and Compliance teams for feature launches through training, runbooks, escalation paths, and key metrics.
Benefits
- Flexible vacation.
- Medical, dental, and vision insurance.
- Traditional and Roth retirement savings options.
- Company-paid disability and life insurance.
- Flexible Spending Account and Limited FSA.
- Family-friendly parental leave, volunteer time off, and voting time off.
- On-demand wellness platform access for the employee and five friends or family members.
- PerkSpot discount program for more than 900 merchants nationwide.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
