Senior Product Manager

Job description

About Zingtree

Zingtree helps high-stakes customer support teams deliver fast, consistent, and compliant answers—every time. Our AI Automation platform enables support-agents and end-consumers to follow complex procedures with ease, resolve issues faster, and ensure customers get the right outcomes in moments that matter. Zingtree helps leading customer support organizations transform self-service, streamline support agent workflows, and deliver exceptional customer experiences. Zingtree is trusted by over 500 customers including industry leaders like Corpay, Experian, Optum / UnitedHealth Group, Allianz, SharkNinja, Sony, and Groupon to power intelligent automation across finance, healthcare, insurance, consumer services / products, and tech. These organizations rely on Zingtree to reduce handle times, increase FCR, improve CSAT, and stay compliant — all without overloading IT. As demand for governed AI and guided CX grows, we’re scaling our team to help more enterprises take control of their most complex support workflows.

About the Role

We’re looking for a dynamic and experienced Senior Product Manager to drive the growth and innovation across Zingtree’s AI-powered Automation platform. This role is pivotal to our mission—helping CX and Ops leaders reduce AHT, cut escalations, and stay compliant in high-stakes customer interactions. We’re looking for someone who thrives in fast-moving, consultative, and cross-functional environments and is excited by the opportunity to impact how AI transforms CX at scale.

In this role, you will be responsible for expanding and enhancing our product portfolio, developing new AI-powered solutions that maximize customer value, and optimizing our existing offerings. Your work will directly contribute to delivering exceptional user experiences and measurable ROI for our customers. You’ll play a key role in identifying opportunities by deeply understanding our customers, prospects, and partners. This means analyzing market trends, assessing competitive dynamics, and leveraging AI advancements to shape Zingtree’s product strategy. Success in this role requires strong interpersonal skills, a deep understanding of AI technologies, experience building Enterprise SaaS products, and experience in customer support, call centers, or process automation. You should be comfortable navigating a fast-paced, data-driven environment where strategic decision-making is backed by market insights and analytics. You’ll shape new and existing product lines by deeply understanding enterprise buyer pain points, leveraging emerging AI capabilities, and ensuring that every AI Automation solution deployed with Zingtree follows logic—not guesses.

This is a remote role reporting into the Chief Technology Officer (CTO), and we are prioritizing candidates based in North America. If you’re passionate about AI, Automation, and building cutting-edge products that transform the way businesses operate, we’d love to hear from you!

What You’ll Do

• Design and launch new AI-powered features that improve FCR, reduce agent ramp time, and drive ROI for customers.
• Partner closely with Engineering to build governed, deterministic workflows enhanced and empowered by AI.
• Help enterprise customers turn SOPs and tribal knowledge into real-time guided automations
• Own product strategy for AI Actions, Knowledge Assist, and GenAI-powered workflows.
• Align roadmap to customer goals and stakeholder KPIs (CSAT, deflection, compliance).Lead cross-functional collaboration with Engineering, Solutions, Sales, and Customer Success.
• Translate customer interviews, product usage data, and market research into roadmap decisions. Define Epics and Stories for features.
• Track industry trends and the competitive landscape in Agentic AI, LLM tooling, and CX automation.
• Define and monitor metrics to evaluate feature performance and business impact.
• Build trust with senior stakeholders in CX, Ops, and IT at large organizations
• Translate real-world customer complexity into scalable, governed automation
• Collaborate across teams (Product, Solutions, Marketing, RevOps) to accelerate value
• Contribute to Zingtree’s growth by shaping best practices in Product

Who You Are

• 5+ years product management experience in Enterprise SaaS; preferably in Enterprise CX, Support Automation, Process Automation, or Digital Transformation.
• Experience building zero-to-launch products targeted for Enterprise SaaS customers
• Strong grasp of AI technologies: LLMs, Agentic AI, prompt chaining, etc.
• Experience building integrations with platforms like CRMs (Salesforce, Zendesk), CCaaS, or EHR/ERP systems.
• Demonstrated ability to drive adoption of new products in enterprise orgs.
• Strong user empathy, strategic thinking, and bias for action.
• Proven ability to influence cross-functional teams and C-level stakeholders
• Curious, execution-oriented, and energized by solving high-impact customer problems

Nice To Haves

• Experience with low-code/no-code products
• Experience working with regulated industries like healthcare, finance, or insurance
• Familiarity with support automation, agent assist, or AI-driven workflow tools
• Background in support, solution consulting, or implementation
• Startup or high-growth SaaS company experience

What We Offer

• Competitive Compensation with performance-based incentives
• Health, Dental, and Vision Benefits (100% covered for employees)
• Paid Parental Leave
• Unlimited PTO
• Flexible Remote Work Environment
• $500 Home Office Stipend + Monthly Internet/Phone reimbursement
• Co-Working Reimbursement up to $200/month

Our Core Values

• Lead with Action – We move fast with purpose
• People Really Matter – We win as a team and support each other fully
• Ownership Leads to Results – We take responsibility and deliver
• Expertise Creates Value – We build and apply knowledge
• Transparency Builds Trust – We communicate clearly, directly, and with care.

As Zingers, we operate with a mindset that blends urgency, intelligence, and humanity.

Zingtree Mission

Empowering teams to resolve complex customer issues with confidence, clarity, and control. We believe the future of customer experience belongs to those who can orchestrate outcomes—not just automate tasks.

Zingtree Vision

Creating a world where every customer interaction is accurate, compliant, and effortlessly scalable.

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