product manager for social care

Lottie builds an AI operating system for social care. Its marketplace helps families find care homes and home care, while its Found software helps care providers manage enquiries, occupancy and finances. Eliza is an AI agent within Found that handles calls and live chats from families enquiring about care.

• Own the strategy and roadmap for Eliza’s conversational surfaces, including voice call handling, live chat, and handoffs between AI and people
• Own the conversational stack end to end, including speech-to-text, models and prompting, text-to-speech and voice design, and the call-tracking product
• Own evaluations as a first-class product surface, including labelled call sets, automated scoring, regression tests before releases, and human review of real transcripts
• Set the quality bar for AI conversations and define measures including containment, resolution, escalation, enquiry conversion, and provider trust
• Define what needs to be learned before building and choose the fastest credible way to learn, including when to run discovery and when to ship
• Connect product decisions to commercial outcomes, including the impact of Eliza on provider occupancy and its value
• Partner with Account Management, Customer Care, and Sales to ensure launches work well for providers
• Design AI conversations that families trust and providers are proud of, so every enquiry is answered at any hour
• Simplify provider onboarding across differing phone setups, group structures, and call-routing rules
• Improve AI-to-human handoffs so families are not lost between the two
• Turn calls and chats into insights about families’ needs and providers’ sales, making those insights usable across Lottie

• Have shipped LLM-powered products to real users
• Be comfortable with speech-to-text and text-to-speech, latency budgets, model selection, prompting, tool calling, and evaluations
• Have shipped B2B SaaS products to businesses that are not software businesses
• Have independently owned a product area, set its direction, and be able to explain decisions and rejected bets
• Be interested in operational detail, including customer call-routing rules
• Use a hypothesis-driven approach to assess value, usability, feasibility, and viability before building, and stop initiatives early when evidence is weak
• Prioritise decisively under ambiguity and explain decisions clearly
• Care about the experiences of families seeking care and care teams
• This role is not suitable for candidates seeking only consumer polish, needing a fully formed roadmap, preferring to avoid detailed work, or uncomfortable shipping as technology changes monthly

• Annual salary of £80,000–£100,000, depending on experience and seniority
• 26 Days of holiday and other benefits
• Team members participate in an EMI share scheme
• London office policy requires a minimum of 2 core days per week in the office
• The interview process includes a 20-minute remote first round, a 60-minute remote case study, a 90-minute in-person leadership round at the London Bridge office, and a 30-minute in-person final interview
• Candidates will be informed of their application status. Pre-screen notifications include no specific feedback; unsuccessful case study candidates receive constructive feedback by email; unsuccessful leadership-round candidates receive constructive feedback and an optional debrief call; final-stage candidates not offered the role receive feedback by phone
• Reasonable accommodations are available during the application or interview process