Job details

Product Manager - Customer Service & Support

What we do: AI Service Management (AISM)

There are many examples of disruption in the consumer space – Uber disrupting the cab industry, Airbnb disrupting the hospitality industry and so on; but have you wondered who is disrupting support and operations? Aisera helps make businesses and customers successful by offering consumer-like user experience for support and operations. We have built the world's first AISM solution for IT, HR, Customer Service, Facilities, and IT/Cloud Operations. With Aisera, organizations can provide a personalized and proactive experience for users by automating the resolution of tasks and actions.

The Team

We are a small but passionate team of 100+ based in the Bay Area. Aisera's seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.

Key Responsibilities

Drive Product Roadmap , release cadence and quality of your product area
Writing product specifications for engineering and data science teams to ship features in time and quality
Collect feedback from customers, prospects and internal stakeholders to create a unified product backlog
Be the CEO for your product area - e2e responsibility from idea to production
Establish shared vision across the company by building consensus on priorities leading to product execution
Enable Customer Success teams in go-lives and continuous improvement
Work with Marketing on GTM product assets for your product area
Support Sales & Pre-sales in sales cycles and closing deals
Deliver demos and webinars for your product area

Minimum Qualifications

5+ years of Product management experience
Experience developing/launching products/technologies within one or more of the following: AI, Cloud, SaaS, RPA, Workflows, Enterprise Applications, Internal Help Desk, Customer Support
Deep domain expertise in Voice, Contact Center, IVR market
Experience driving product vision, go-to-market strategy, and design discussions.
Experience creating strategic product roadmaps, working with cross-functional teams.
Knowledge of multiple functional areas such as Product Management, Engineering, UX/UI, Sales, Customer Support, Sales, Pre-Sales and Marketing.

Preferred Qualification