Staff Product Manager, Intelligent Customer Experience

Calendly
California
Workplace: HybridFull timeUSD 197,754 - 300,121 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Cross-functional influence","Product sense","Problem understanding"]

Own the strategy and roadmap for an intelligent customer experience spanning AI support quality, automated resolution, and human escalation. Improve answer accuracy and escalation effectiveness, and build measurement/observability for agent/bot quality, resolution rates, cycle time, routing, and customer satisfaction. Drive adoption of a supportability contract so new capabilities are supportable from day one, and close the loop between customer issues and R&D across product, GTM, engineering, AI/data, support, trust & safety, and content operations.

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FursaFursa
Calendly
Calendly
2 days ago

Staff Product Manager, Intelligent Customer Experience

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own the strategy and roadmap for an intelligent customer experience spanning AI support quality, automated resolution, and human escalation. Improve answer accuracy and escalation effectiveness, and build measurement/observability for agent/bot quality, resolution rates, cycle time, routing, and customer satisfaction. Drive adoption of a supportability contract so new capabilities are supportable from day one, and close the loop between customer issues and R&D across product, GTM, engineering, AI/data, support, trust & safety, and content operations.
Location: California
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own the strategy, roadmap, and outcomes for intelligent customer experience across AI support quality, automated resolution, and human escalation.
  • •Increase automated resolution by enabling the Support Agent to accurately answer questions and take actions on behalf of customers while reserving human support for complex issues.
  • •Define and improve AI quality, including answer accuracy, resolution quality, escalation effectiveness, and failure modes preventing the right customer outcome.
  • •Build measurement and observability for agent/bot quality score, automated resolution rate, customer experience cycle time, escalation routing, and customer satisfaction.
  • •Lead cross-functionally to turn fragmented customer-support efforts into a durable capability, closing the loop between customer issues and R&D.
Travel: Low travel

Pay and Benefits

Salary: USD 197,754 - 300,121 annually
Equity and Bonus:Equity

Key Requirements

  • •10+ years of varied product management experience across startups and scaled companies, including building 0-to-1 platforms or capabilities other internal teams adopt.
  • •Direct experience with AI-powered and/or conversational agents, including a deep understanding of real failure modes that impact answer quality.
  • •Proven ability to drive cross-functional standards and adoption across teams you do not manage, with influence without authority.
  • •Strong product sense grounded in support and/or customer experience data, able to define metrics from messy or incomplete data.
  • •Authorized to work lawfully in the United States of America, as Calendly does not engage in immigration sponsorship at this time.
Experience:10+ yearsSaaSB2CB2BProduct-led-growth
Skills:Cross-functional influenceProduct senseProblem understanding
Languages:English
Tech Stack:AI-powered agentsConversational agentsAutomationMeasurementObservabilityExperimentation

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Calendly
Provides a cloud-based scheduling platform that automates meeting coordination, calendar management, and appointment booking for businesses and professionals to eliminate back-and-forth scheduling.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Atlanta, United States
Founded: 2013
WebsiteLinkedIn