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Lead Product Manager, Conversational AI Solutions

2 months ago

San Ramon, California, United States Five9 Full time
Job Overview

We invite you to be a part of our mission to enhance customer interactions. Five9 stands at the forefront of cloud-based contact center solutions, delivering innovative technology to clients globally.

Our commitment to our core values fosters a collaborative culture that encourages creativity, growth, and enjoyment in our work. We celebrate a diverse workforce and strive to create an inclusive atmosphere where all employees can express their true selves.

We are on the lookout for a Lead Product Manager to join our expanding Intelligent Virtual Agents (IVA) product management team. This individual will play a crucial role in driving our AI advancements, with a primary focus on improving self-service automation capabilities. This position is essential in defining the vision and execution of our AI offerings, establishing Five9 as a frontrunner in utilizing AI for transformative customer engagement.

We seek a proactive and exceptionally talented professional with a unique combination of interpersonal and technical skills. The ideal candidate will have demonstrated experience in AI-driven conversational self-service solutions and possess a comprehensive understanding of the technological landscape and competitive environment. Familiarity with AI principles, including Natural Language Understanding (NLU), Machine Learning (ML), Large Language Models (LLM), and Retrieval-Augmented Generation (RAG) is essential, along with expertise in data analytics and reporting.

Key Responsibilities:

  • Formulate and execute the product strategy for Five9 Intelligent Virtual Agents, ensuring alignment with the company’s overarching vision and objectives. Facilitate the evolution of IVAs to supplant traditional IVRs, enhance self-service performance analytics, and expedite their transition to LLM-driven bots.
  • Conduct thorough competitive assessments to establish a comprehensive understanding of the competitive landscape.
  • Collaborate with cross-functional teams, including engineering, design, and go-to-market (GTM) to translate product strategy into actionable requirements, prioritizing features and functionalities. Develop effective product positioning, packaging, and pricing strategies.
  • Engage with customers, Independent Software Vendors (ISVs), and partners to leverage their insights for product refinement and to drive favorable outcomes.
  • Adopt a hands-on approach, adept at transitioning from high-level strategic vision to detailed execution.

Qualifications:

  • Degree in computer science, engineering; an MBA or equivalent is advantageous.
  • At least 5 years of experience in SaaS product management.
  • Deep understanding of the Conversational AI (Voice/Chatbot) ecosystem and LLM technology.
  • Proven ability to prioritize user experience in product design.
  • Demonstrated success in launching and managing products effectively.
  • Strong analytical, problem-solving, and decision-making capabilities.
  • Experience in managing beta programs, gathering user feedback, and conducting A/B testing.
  • Excellent teamwork skills, with the ability to inspire and guide a product development team, work efficiently across functions, and lead through influence in a global team setting.

Work Location: This position is fully remote for candidates residing outside a specified radius of our office. For those within the specified radius, a hybrid work model is in place, requiring in-office attendance on designated days.

As part of our ongoing commitment to diversity, equity, and inclusion, Five9 supports transparency in compensation throughout the recruitment process. Actual compensation packages are determined by various factors unique to each candidate, including skill set, experience, certifications, and work location. Your recruiter will provide specific details regarding the compensation package during the hiring process.

Additionally, the total compensation for this role may include an annual performance bonus, stock options, and/or other applicable incentive plans.

Our comprehensive benefits package includes:

  • Health, dental, and vision insurance, effective from the first day of employment. Five9 covers the full employee portion of health, dental, and vision premiums and contributes significantly to dependent costs. We also provide Short & Long-Term Disability, Basic Life Insurance, and a 401k savings plan with employer matching.
  • Access to a cutting-edge mental health support platform offering personalized care and resources in areas such as therapy, coaching, and self-guided mindfulness exercises for all covered employees and their dependents.
  • Generous employee stock purchase plan.
  • Paid Time Off, company holidays, paid volunteer hours, and parental leave.

All compensation and benefits are subject to the requirements and restrictions outlined in the applicable plan documents and any written agreements.

Five9 is dedicated to fostering a diverse workforce and is committed to building a team that reflects a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we perform. Five9 is an equal opportunity employer.

Our headquarters are situated in a prominent location with global offices in various countries.

For more information regarding our privacy policy, including our privacy notice for residents, please refer to our official documentation.

Please note: Five9 will never request that an applicant send money as a prerequisite for employment.