Sr. Product Manager (Chat AI)

About Us

Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.

The Opportunity: 
Are you excited about building the next-generation omnichannel AI platform? As a Senior Product Manager for Chat AI, you will define and drive the strategy, roadmap, and execution for our omnichannel solutions (chat, SMS, messaging) integrated into our innovative AI Agent platform. You will collaborate closely with engineers, designers, data scientists, and cross-functional stakeholders to deliver world-class conversational experiences.

What You Will Do:

• Define and execute the product strategy and roadmap for Observe.AI’s omnichannel Chat AI solutions, including messaging, chat, SMS, and digital channels.
• Lead and inspire a team of engineers and cross-functional partners to deliver impactful product features that exceed customer expectations.
• Own end-to-end product lifecycle management from discovery and design to launch, iteration, and optimization.
• Drive requirements gathering through customer research, usability studies, and competitive analysis to ensure market-leading capabilities.
• Analyze performance metrics and qualitative feedback to improve product usability, adoption, and customer satisfaction continuously.
• Collaborate with sales, marketing, and customer success teams on go-to-market strategies, enablement, and successful product adoption.
• Act as an internal and external advocate, evangelizing Observe.AI’s Chat AI capabilities with customers, partners, and industry events.

Who you are:

• Bachelor's degree in Business, Computer Science, Engineering, or related field; MBA preferred.
• 5+ years of product management experience, ideally within B2B SaaS or AI-driven conversational products.
• Demonstrated track record of successfully launching and scaling digital messaging or chat solutions.
• Strong technical acumen, with an understanding of conversational AI, NLP, messaging platforms, APIs, and integration points.
• Exceptional ability to communicate complex concepts clearly to both technical and non-technical stakeholders.
• Proven ability to lead cross-functional teams effectively in agile environments.
• Analytical mindset with strong problem-solving and strategic thinking capabilities.
• Highly organized, detail-oriented, and results-driven.

Salary Range

The base salary compensation range targeted for this full-time position is $167,000 - $213,000 per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

Compensation, Benefits and Perks

• Competitive compensation including equity
• Excellent medical, dental, and vision insurance options
• Flexible time off 
• 12 Company holidays + Winter Break and up to 14 weeks of parental leave
• 401K plan
• Quarterly Lifestyle Spend
• Monthly Mobile + Internet Stipend
• Pre-tax Commuter Benefits

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai. 

#LI-REMOTE or Hybrid in Redwood city