product manager for AI customer agents

Fin is an AI Customer Agent company that helps businesses provide customer support across service, sales, and ecommerce. Its AI Agent resolves complex customer issues end-to-end across every channel and can integrate with the Intercom help desk.

• Lead a major part of Fin's AI product surface and own an important area of the AI platform or AI agent;
• Define the vision, strategy, and roadmap for core AI systems and be accountable for their impact;
• Understand customer needs, business direction, and AI system capabilities to make high-quality decisions;
• Collaborate with ML scientists, ML engineers, AI designers, and ML researchers to explore ideas, assess feasibility, evaluate trade-offs, and create product experiences;
• Take AI concepts from early exploration through production launches;
• Run experiments, define success metrics, evaluate performance, and iterate on AI products;
• Collaborate with the core product organization to integrate AI across the Fin platform;
• Partner with GTM, marketing, support, and operations to drive adoption and customer impact;
• Bring teams together, communicate decisions clearly, create alignment, and drive impactful outcomes.

• Deep experience building or working with AI/ML products, ideally including generative AI;
• Ability to discuss model behaviour, evaluation, prompts, architectures, constraints, and trade-offs with technical partners;
• Ability to work autonomously in complex technical spaces;
• Strong product judgment balancing customer needs, business goals, and technical realities;
• Ability to turn ambiguous AI capabilities into clear and valuable product experiences;
• Ability to understand and articulate complex problems using research, data, and direct customer conversations;
• Ability to translate complexity into crisp problem statements;
• Experience collaborating with engineering and design to ship high-quality software;
• Ability to test, measure, and iterate on AI systems and user-facing AI features;
• Strong focus on safety, reliability, and customer value;
• Strong communication, leadership, ownership, and ability to create momentum and structure in ambiguity.

• Real autonomy, impact, and responsibility;
• Benefits and programs supporting health and wellbeing, family, time away from work, and financial future; offerings vary by location;
• Hybrid work policy requiring employees to be in the office at least three days per week.