Calendly

Staff Product Manager, Intelligent Customer Experience

Remote - US. Posted 2 months ago

The role

This technical product management position involves owning the strategy, roadmap, and outcomes for Calendly's intelligent customer experience. You will work across Product, GTM, and engineering squads to improve AI support quality, automated resolution, and human escalation.

What you will do

  • Own the strategy, roadmap, and outcomes for Calendly’s intelligent customer experience
  • Increase automated resolution by enabling the Support Agent to answer questions and take actions
  • Define and improve AI quality including answer accuracy and resolution quality
  • Build the measurement and observability layer for quality scores and customer satisfaction
  • Establish and drive adoption of a company-wide supportability contract
  • Close the loop between customer issues and R&D
  • Lead across Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, and Content Operations
  • Use customer feedback, support data, and experimentation to improve experience and prioritize investments

Required qualifications

  • Currently residing in California
  • Can commute to our San Francisco Bay Area office
  • Minimum of 10+ years of varied PM experience across both startups and scaled companies
  • Experience building 0-to-1 platforms or capabilities that other internal teams had to adopt
  • Direct experience with AI-powered agents and/or conversational agents
  • Track record of driving cross-functional standards or platform adoption across teams you don't manage
  • Strong product sense grounded in support and/or Customer experience data
  • Ability to build a bold and ambitious vision for the organization
  • Experience partnering with GTM and R&D stakeholders simultaneously
  • Authorized to work lawfully in the United States of America

Nice to have

  • Experience in a Business to Customer (B2C) and/or Business to Business (B2B) Software as a Service (SaaS), product-led-growth environment

Benefits

  • Equity awards

Before you apply

  • Calendly does not engage in immigration sponsorship at this time
  • Individuals in Alaska, Delaware, Hawaii, Idaho, Iowa, Montana, Nebraska, North Dakota, Rhode Island, and West Virginia will not be eligible for employment

About the company

Millions of people rely on Calendly. The company is in a period of exciting product growth.

Staff Product Manager, Intelligent Customer Experience at Calendly | JobZoey