Lead Product Manager, Voice AI

The role

You will own the roadmap and strategy for omni-channel agents across voice, text, email, and chat. You will define agent quality metrics, manage the servicing workflow catalog, and improve time-to-live for new lenders.

What you will do

• Own the roadmap and strategy for the agent across voice, text, email, and chat
• Define agent quality metrics including containment, resolution rate, escalation, handle time, CSAT, error and hallucination rates
• Build the evaluation loop and move the numbers
• Turn servicing workflows into configurable product
• Reduce time-to-live for new lenders
• Manage guardrails and compliance posture in the product
• Set the bar for discovery, specs, and instrumentation

Required qualifications

• Shipped LLM-powered products to real users
• Ability to reason about prompting, evals, retrieval, tool use, and latency/cost tradeoffs
• Ability to move fast and decide with incomplete information
• Ability to listen to calls and sit with ops teams
• Ability to distinguish model, product, and data problems
• Ability to hold own with engineers, read a trace, and debate architecture decisions
• Ability to write and present clearly to a lender's risk committee
• Voice, IVR, contact center, or conversational AI experience

Nice to have

• Background in lending, servicing, collections, or adjacent financial operations
• Experience hiring or mentoring product managers

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Generous 401(k)
• Catered lunches

About the company

Salient builds AI agents for regulated financial services. They are backed by a16z and Y Combinator and serve more than 20% of the auto lending industry.