Product Manager, Assist

📋 Description

• • Sierra is at the forefront of revolutionizing customer experiences through advanced AI. We are seeking a visionary Product Manager to spearhead the development and enhancement of our platform's capabilities for human-assisted AI interactions. This pivotal role will ensure that our AI solutions not only excel in fully autonomous scenarios but also significantly elevate the performance of human operators across critical business functions like customer support, sales, and other frontline operations. You will be instrumental in shaping how AI augments human capabilities, driving tangible improvements throughout the entire customer journey and strengthening business outcomes.
• • A core aspect of this role involves unifying the experiences between autonomous AI agents and human operators. You will define the strategic vision and technical architecture for how insights, reasoning, and workflows seamlessly connect and flow between these two modes of interaction. This includes designing sophisticated systems that can effectively measure, learn from, and continuously improve the full lifecycle of customer interactions, ensuring a cohesive and intelligent user experience.
• • You will be a key innovator in developing AI-native operator workflows. This presents a unique and exciting challenge in user experience (UX) and product design. Your mission will be to discover, define, and implement novel tools and processes that enable AI agents to work collaboratively and effectively alongside human agents in real-time. This involves deeply understanding the nuances of embedding AI reasoning, providing intelligent workflow guidance, and facilitating action execution within live operational environments, creating a symbiotic relationship between human and artificial intelligence.
• • Success in this role requires balancing the diverse needs of multiple stakeholders. You will need to adeptly manage the requirements and expectations of frontline operators who will directly use the tools, operational leaders who oversee performance and efficiency, and technical teams responsible for integrating Sierra's platform into their existing systems. This cross-functional understanding is crucial for building a universally adopted and effective product.
• • Collaboration is paramount. You will work in close partnership with world-class engineering, design, data science, leadership, and go-to-market teams. Your role will be to define and drive the execution of durable platform capabilities, ensuring alignment and shared success across all departments. This collaborative spirit will be essential for translating complex product strategies into tangible, impactful features.
• • You will serve as a trusted and strategic advisor to our customers. By working closely with sales and forward-deployed teams, you will gain deep insights into their operational challenges and opportunities. This direct customer engagement will inform product strategy and shape how AI can be leveraged to solve real-world business problems, ensuring Sierra's platform delivers maximum value.
• • This role demands end-to-end ownership. You will guide this critical product area from its initial conceptualization through to successful execution and iteration. Operating comfortably within ambiguity, you will be responsible for delivering excellent outcomes and establishing this product line as a cornerstone of Sierra's offering.
• • Specifically, you will focus on enhancing the capabilities of human operators by providing them with AI-powered assistance that streamlines their tasks, offers real-time insights, and suggests optimal actions. This includes developing intuitive interfaces that present AI-generated information clearly and concisely, enabling operators to make faster, more informed decisions.
• • You will also explore and define how AI can proactively identify opportunities for human intervention or escalation, ensuring that complex or sensitive customer issues are handled with the right blend of AI efficiency and human empathy.
• • Furthermore, you will be responsible for defining the metrics and feedback loops necessary to continuously evaluate the performance of both AI-assisted human operators and the AI agents themselves, driving a culture of data-informed improvement.
• • This role is ideal for a product leader who is passionate about the intersection of AI and human-computer interaction, and who thrives in a dynamic, fast-paced startup environment. Your ability to translate complex technical concepts into user-friendly solutions and drive product strategy will be key to your success.