Senior Product Manager - Agent Assistance
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Product Manager - Agent Assistance based in the United States.
This role sits at the intersection of AI, mission-critical communications, and real-time operational workflows.
You will define and deliver intelligent agent-assistance capabilities that support frontline call handlers in high-pressure environments.
Your work will directly influence speed, accuracy, and decision quality during live emergency interactions.
You will own the product vision and roadmap, translating complex user needs into scalable AI-driven solutions.
The environment is fast-paced, highly cross-functional, and deeply focused on measurable real-world impact.
You will collaborate across engineering, AI, compliance, and operations to bring reliable, production-grade features to life.
This is a high-ownership role for a product leader who thrives in ambiguity and builds systems that matter in critical moments.
Accountabilities:
Own and evolve the product vision, strategy, and roadmap for AI-powered agent assistance capabilities, ensuring alignment with high-impact operational needs in real-time call handling environments.
- Define outcome-driven product direction (Now/Next/Later) focused on measurable improvements in speed, accuracy, and decision support for frontline agents.
- Lead end-to-end product lifecycle execution through structured stage gates, including business cases, PRDs, and launch readiness artifacts.
- Translate complex operational needs into clear requirements, including user stories, acceptance criteria, and edge-case handling for live workflows.
- Partner with Engineering and AI teams to design, build, and iterate on scalable AI systems with clear performance thresholds and monitoring frameworks.
- Drive cross-functional alignment across Sales, Customer Success, Product Ops, Legal, and Security to ensure delivery and adoption success.
- Establish and track success metrics such as adoption, latency, accuracy, and user impact, continuously iterating based on real-world performance.
- Ensure compliance, data governance, and security requirements are embedded into all AI-enabled product capabilities.
- 7+ years of product management experience in SaaS or mission-critical systems, with ownership of end-to-end product delivery.
- 5+ years of experience working with call handling, contact center, or real-time operational environments.
- Strong understanding of AI/ML-powered product development, including model evaluation, performance tracking, and human-in-the-loop design.
- Familiarity with communication systems and protocols (e.g., NG911, SIP, ESInet, i3 architecture) is highly preferred.
- Proven ability to define business cases, including ROI analysis, market insights, and value-driven prioritization.
- Strong cross-functional leadership skills with experience influencing engineering, operations, and executive stakeholders.
- High proficiency in data-driven decision-making and comfort working with metrics, experimentation, and system performance analysis.
- Excellent communication skills, with the ability to simplify complex technical and operational concepts for diverse audiences.
- Experience mentoring product or cross-functional team members is a plus.
- Competitive base salary aligned with experience and market benchmarks ($130,000–$160,000 CAD equivalent range noted in original posting context)
- Comprehensive medical, dental, vision, life, and disability insurance coverage
- Paid time off and generous parental leave programs
- Retirement savings plan with employer contributions
- Tuition reimbursement and professional development funding
- Access to learning platforms and internal training resources
- Employee discounts and additional lifestyle support programs
- Remote-friendly work environment with cross-functional collaboration across distributed teams
- Opportunities to work on high-impact, mission-critical technology used in real-world emergency response contexts.
Requirements:
This role requires a seasoned product leader with deep experience building complex, user-facing products in high-stakes or real-time environments. You bring strong analytical thinking, technical fluency, and the ability to translate strategy into execution.
Benefits:
Product pay context
Based on 1,673 disclosed Product salaries on RoleSuite, the role pays a median of $176K/year, with most offers between $142K and $216K (10th–90th percentile: $115K–$258K).
This posting lists $130K–$160K, below the $176K market median.
See the full Product salary breakdown →