Senior Product Manager, Messaging Platform & AI Services

Job description

At ASAPP, our mission is simple: deliver the best AI-powered customer experience—faster than anyone else. To achieve that, we’re guided by principles that shape how we think, build, and execute. We value customer obsession, purposeful speed, ownership, and a relentless focus on outcomes. We work in tight, skilled teams, prioritize clarity over complexity, and continuously evolve through curiosity, data, and craftsmanship. We’re seeking technologists and problem solvers who thrive in fast-paced environments, love collaborating with great talent, and approach every day like it’s Day 1. We're a globally diverse team with hubs in New York City, Mountain View, Latin America, and India. If you're driven by continuous learning, rapid pivots, and the challenges of building in a high-growth startup, we’d love to talk. This is more than a job—it’s a journey. You will own the surface where humans and AI work together to serve customers — the messaging platform, the Virtual Agent and the channels it runs on, and the AI Services that make every human agent faster and every automated conversation better. This is one of the largest product surfaces at ASAPP, and it is where the promise of AI-native customer experience is proven or lost. You will set and execute the strategy for a product surface that spans the Messaging Platform, Virtual Agent, the messaging and voice channels (Web, iOS, Android, Apple Messages for Business, RCS etc), and the AI Services that sit underneath them — AI-assisted human augmentation tools. You will become the go-to expert on this domain, internally and externally, and will be the PM voice in conversations with customers, account teams, and executive stakeholders. The scope will evolve as our AI architecture evolves — as automation absorbs more of the conversation and the line between human and AI work keeps moving. The strongest candidates will be comfortable shaping a moving target, and will bring the technical and customer depth to anticipate what the right target is as AI develops in the space. What You Will Do You will own a set of interconnected product areas and be accountable for their strategy, roadmap, and outcomes. Below is what that looks like concretely. Own the Messaging Platform — the application where live agents handle concurrent conversations, access customer context and knowledge, and collaborate with AI. Own the roadmap for agent productivity and the human side of every AI-assisted interaction. Define and execute the Virtual Agent and channels roadmap. Own how customers deploy automated conversations across Web, mobile SDKs, Apple Messages for Business, WhatsApp, RCS and voice, and how those channels stay coherent as the platform grows. Lead the AI Services that power the surface — such as automatic conversation summary, voice-to-text transcription and AI-augmented response generation. Own how these services improve agent handle time, quality, and compliance, and decide where to invest as model capabilities change. Reason directly about accuracy, latency, and trust tradeoffs rather than treating them as engineering-only concerns. Be the go-to expert on Human + AI collaboration. Represent this surface to customers and account teams, translate their pain into a prioritized roadmap, and be the internal source of truth on how these products work and where they are going. Own the external documentation for this surface as part of the product. Drive a docs-first approach where documentation ships with features, not after them. Across all of these areas: Set strategy and own the roadmap — balancing active customer commitments, tech debt, and platform bets. Work directly with customers and account teams to prioritize and sequence delivery. Maintain ruthless prioritization: actively manage customer asks with product evolution bets; say no with clarity and evidence. Establish metrics and telemetry for each product area so outcomes are measurable and decisions are data-driven. You can answer “why?” for everything on your roadmap. Who You Are Rapid, Practical Learning: You can drop into an unfamiliar domain and get to working expertise fast, teaching yourself what you need rather than waiting to be onboarded. You pair that with a practical approach to innovation — you know the difference between a novel idea and a useful one, and you ship the version that moves the business rather than the version that is merely clever. Extreme Ownership: You take responsibility to deliver. You do not wait to be asked — you identify the gap and close it. You are the final owner; the outcome is yours. High-Velocity Outcomes: You measure yourself by outcomes, not output. You distinguish between shipping a feature and moving a metric. You can answer “what changed for the customer?” for everything on your roadmap. Effective Communication, Collaboration, and Trust: You influence without authority across engineering, design, sales, and customer success. You overcommunicate to keep stakeholders aligned. You know when to drive consensus and when to make a call. You are highly organized to keep everyone aligned. Real-Time Feedback: You give and receive feedback continuously. You do not save it for quarterly reviews. When something is wrong, you say so directly and constructively. What You Will Need 5+ years of product management experience ideally in enterprise B2B SaaS and/or native AI platforms. Technical depth to engage credibly with engineers on model behavior, conversation design, channel architecture, and AI/ML tradeoffs — you can reason about accuracy, latency, and trust requirements, not just consume them. Demonstrated ability to own a complex, multi-surface product area with minimal oversight. Experience working directly with enterprise customers and delivery teams to translate pain into a prioritized roadmap. Comfortable operating in ambiguity and driving to clarity — you can structure an undefined problem before engineering has to. Track record of shipping: you have owned features from discovery through delivery, including the parts that are not exciting. What We Would Like to See Experience with human AI workflows or platforms and bonus points for products that are agent-facing or contact center products — agent desktops, workforce productivity tooling, or conversational AI platforms. Experience with AI-powered productivity features and a point of view on where they create real operating leverage. Experience with channels, CCaaS platforms, and multi-channel deployments. Comfort navigating AI/ML systems — not just as a user but as someone who can reason about model behavior, latency tradeoffs, and accuracy/trust requirements. Prior experience in a startup or fast-scaling environment where the role definition evolved as the company did. Experience owning a product end-to-end. Comfortable approaching product development, ideation and management in a AI native workflow approach Benefits Competitive compensation Stock options Healthcare for the family group Mac equipment USD 150 per month in flexible benefits 3 weeks of vacation English lessons ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at careers@asapp.com to obtain assistance. #LI-SL1 #LI-Remote