Product Manager, Voice

Job description

ABOUT US At Sierra, we’re building a platform to enable every company in the world to build better, more human customer experiences with AI. We partner with industry leaders such as SoftBank, Uber, Rivian, CLEAR, and Sutter Health. We are primarily an in-person company based in San Francisco, with growing offices across North America, Europe, and Asia. We are guided by a set of values that are at the core of our actions and define our culture: Trust, Customer Obsession, Craftsmanship, Intensity, and Family. These values are the foundation of our work, and we are committed to upholding them in everything we do. Our co-founders are Bret Taylor https://www.linkedin.com/in/brettaylor/ and Clay Bavor https://www.linkedin.com/in/claybavor/. Bret currently serves as Board Chair of OpenAI. Previously, he was co-CEO of Salesforce (which had acquired the company he founded, Quip) and CTO of Facebook. Bret was also one of Google's earliest product managers and co-creator of Google Maps. Before founding Sierra, Clay spent 18 years at Google, where he most recently led Google Labs. Earlier, he started and led Google’s AR/VR effort, Project Starline, and Google Lens. Before that, Clay led the product and design teams for Google Workspace. ABOUT THE ROLE We’re looking for a Product Manager for Voice: real-time, human-quality AI conversations. Voice is one of the most demanding and important surfaces for AI agents. It requires low latency, high reliability, natural turn-taking, and the ability to handle messy, real-world interactions across phone systems and global customers. As PM for Voice, you will define how Sierra agents sound, respond, and behave in live conversations. You’ll shape the core voice experience—from first utterance → dialogue → resolution—and ensure agents perform reliably in production across telephony and real-time systems. This is a zero-to-one and scaling role at the intersection of speech, infrastructure, and product experience. WHAT YOU'LL DO - Define the voice interaction model - Shape how agents handle real-time conversations—turn-taking, interruptions, latency, tone, and recovery from errors. Design what “human-quality” voice interaction actually means in practice. - Build reliable real-time systems - Work closely with engineering on streaming architectures, latency budgets, and failure handling. Voice is unforgiving—ensure agents respond quickly and consistently in production environments. - Own the voice stack experience - Partner across ASR, TTS, LLMs, and telephony integrations to deliver a cohesive product. Help decide model choices, orchestration strategies, and how different components work together. - Make voice measurable and improvable - Define how we evaluate voice agents: latency, interruption handling, resolution rate, and conversation quality. Build feedback loops that improve performance over time. - Translate real-world usage into product direction - Work closely with customers deploying voice agents in production. Understand edge cases (noisy environments, accents, call flows) and turn them into product improvements. WHAT YOU'LL BRING - 3+ years of product management experience, with meaningful exposure to real-time systems, voice, or AI products - Experience shipping voice or real-time products - You understand the constraints of latency, streaming systems, and user expectations in synchronous interactions - Strong technical depth - Ability to engage deeply with engineers on system design (e.g., speech pipelines, streaming infra, telephony systems, reliability tradeoffs) - Experience working with AI systems - Familiarity with LLMs, speech-to-text, or text-to-speech systems and their limitations in production environments - Track record of 0→1 product development - Comfortable operating in ambiguous spaces and iterating quickly to reach product-market fit OUR VALUES - Trust: We build trust with our customers with our accountability, empathy, quality, and responsiveness. We build trust in AI by making it more accessible, safe, and useful. We build trust with each other by showing up for each other professionally and personally, creating an environment that enables all of us to do our best work. - Customer Obsession: We deeply understand our customers’ business goals and relentlessly focus on driving outcomes, not just technical milestones. Everyone at the company knows and spends time with our customers. When our customer is having an issue, we drop everything and fix it. - Craftsmanship: We get the details right, from the words on the page to the system architecture. We have good taste. When we notice something isn’t right, we take the time to fix it. We are proud of the products we produce. We continuously self-reflect to continuously self-improve. - Intensity: We know we don’t have the luxury of patience. We play to win. We care about our product being the best, and when it isn’t, we fix it. When we fail, we talk about it openly and without blame so we succeed the next time. - Family: We know that balance and intensity are compatible, and we model it in our actions and processes. We are the best technology company for parents. We support and respect each other and celebrate each other’s personal and professional achievements. WHAT WE OFFER We want our benefits to reflect our values and offer the following to full-time employees: - Flexible (unlimited) paid time off - Medical, dental, and vision benefits for you and your family - Life insurance and disability benefits - Retirement plan dependent on country of employment - Parental leave - Fertility and family building benefits through Carrot - Lunch, as well as delicious snacks and coffee to keep you energized - Discretionary benefit stipend giving people the ability to spend where it matters most - Free alphorn lessons These benefits are further detailed in Sierra's policies, may vary by region, and are subject to change at any time, consistent with the terms of any applicable compensation or benefits plans. Eligible full-time employees can participate in Sierra's equity plans subject to the terms of the applicable plans and policies. BE YOU, WITH US We're working to bring the transformative power of AI to every organization in the world. To do so, it is important to us that the diversity of our employees represents the diversity of our customers. We believe that our work and culture are better when we encourage, support, and respect different skills and experiences represented within our team. We encourage you to apply even if your experience doesn't precisely match the job description. We strive to evaluate all applicants consistently without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.