Senior Product Manager (Conversational AI)

Job description

### Why TrueML? TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions. The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system. ### **About This Role:** TrueML is on a mission to humanize the recovery process for distressed borrowers through AI and machine learning. As our **Senior Product Manager** you will be the person who brings conversational AI to life inside our platform — across voice, chat, and the messaging channels our consumers and clients already use. ### What You'll Do: - **Roadmap & Strategy:** Define and own the conversational AI roadmap across voice and chat, balancing consumer impact, client demand, operational readiness, and platform build-vs-adopt decisions. - **Conversation Design & Omnichannel Integration:** Establish behavior standards for AI agents—including authentication, intent recognition, hardship handling, and human handoffs—ensuring a unified consumer experience across voice, chat, SMS, and email. - **Partnerships & Technical Surface:** Manage vendor relationships and specify requirements for telephony and CRM/servicing system integrations. - **Performance & Compliance:** Drive operational metrics (latency, containment, cost per resolution) while partnering with Legal and Compliance to adhere to regulatory frameworks like FDCPA, Reg F, and TCPA. - **Cross-Functional Operational Readiness:** Prepare Operations, Client Success, and Compliance teams with training, runbooks, escalation paths, and key metrics prior to feature launches. ### Who You Are: - **Experience:** 5+ years of 0-1 Product Management experience, with a track record of shipping products that moved business metrics. Fintech, collections, lending, or other regulated financial services experience is a strong plus. - **LLM Experience:** You have shipped LLM-based capabilities in production. You can reason about prompting, retrieval, evaluation, guardrails, latency, and failure modes well enough to partner credibly with engineers — and to know when an impressive demo is not yet a product. - **Conversational AI Fluency (hard requirement):** Hands-on experience with voice agents, chat agents, IVR, or contact center technology. - **Strong Analytical Skills:** When you have a question about conversation or outcome data, you answer it yourself. - **The "Double-Sided" Mindset:** Experience with B2B2C products, balancing what the client configures against what the consumer experiences. - **A Master of Ambiguity:** You thrive in "roll-up-your-sleeves" environments where the path isn't always marked, turning conflicting inputs into solid, actionable plans.