Senior Product Manager

Job description

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace. Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence. Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth. **How we work at Aircall**: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. We’re looking for a **Senior Product Manager to own Calls & Routing**, the core of Aircall’s product. It decides how every call reaches the right person: queues, IVRs, and the reliability behind each conversation. As AI agents take on more customer conversations, this team also owns the moment AI hands a call over to a human, making that escalation fast, smart and seamless. You’ll set the strategy for this area and work with Engineering, Design, Data and Go-to-market to deliver customer and business impact with minimal oversight. **Key Responsibilities** - **Customer insights:** talk to customers regularly (admins, supervisors and agents), combine qualitative and quantitative data, and identify the most critical product gaps and opportunities. - **Strategy and roadmap:** set the strategy for Calls & Routing, help shape the broader domain vision, and build roadmaps with clear rationale. Know when to cut, deprioritize or push back. - **Goals and metrics:** define ambitious goals and success metrics, such as adoption, reliability and customer outcomes, tied to Aircall’s objectives. - **Delivery:** own delivery end to end. Know when to experiment and when to ship, define go-to-market early with PMM, and partner with Engineering on quality and tech debt. - **Cross-team alignment:** align dependencies and make tradeoffs with other product areas, especially the AI teams. **Qualifications** - Proven experience as a Product Manager (typically 5+ years), owning a product area end to end with an engineering team. - A track record of measurable customer and business impact. - Strong discovery, prioritization and stakeholder management skills. - Data-driven and technically fluent, comfortable with complex, high-reliability systems and using AI in your own work. - B2B SaaS experience; fluent in English. **Nice to have:** experience in Telco, CCaaS or cloud telephony, or with AI-powered products. **Why join us?** 🚀 Key moment to join Aircall in terms of growth and opportunities 💆‍♀️ Our people matter, work-life balance is important at Aircall 📚 Fast-learning environment, entrepreneurial and strong team spirit 🌍 45+ Nationalities: cosmopolite & multi-cultural mindset 💶 Competitive salary package & benefits **DE&I Statement:** At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn. Want to know more about candidate privacy? Find our [Candidate Privacy Notice here.](https://aircall.io/candidate-privacy-notice/) We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.