Staff Product Manager, CX Automation

Own product strategy and end-to-end delivery for customer support surfaces, including chat, voice, and proactive interactions. Drive higher automation rates and CSAT by identifying deflection opportunities, improving automated-to-human handoffs, and defining success metrics across complex funnels. Partner with Intelligence/ML-LLM teams and AI vendors to integrate intelligent routing and AI-assisted responses, while collaborating with Engineering, CX Operations, Data Science, and Compliance to ensure reliable, scalable, compliant support experiences.