Sr. Product Manager (Chat AI)

Key Skills

Aartificial intelligence, B2B, Natural Language Processing (NLP), Product Management, SaaS

Job Description

Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction.

With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty.

Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint.

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’ll be doing

• 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.

What you bring to the role

• 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.

What you can expect

• Competitive compensation including equity
• Excellent medical, dental, and vision insurance options
• Flexible time off
• 10 Company holidays + Winter Break and up to 16-weeks of parental leave
• 401K plan
• Quarterly Lifestyle Spend
• Monthly Mobile + Internet Stipend
• Pre-tax Commuter Benefits

Salary Range

The base salary compensation range targeted for this full-time position is $140,000 - $170,000 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.

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.