Principal Product Manager - AI
•Sprout Social· 1d
📦 Product📝 Contract🎯 Lead / Principal💰 $232k-319k🇺🇸 USA
1d ago
Gigaml·about 8 hours ago
Giga is building AI agents that aim to automate 98% of enterprise support tickets and operations workflows. We deploy self-improving, emotionally intelligent agents that handle millions of customer interactions across voice, chat, and email for Fortune 100 enterprises like DoorDash.
Our agents don't just respond—they continuously learn and improve, automatically increasing resolution rates from 60% to 98% through pattern recognition and policy refinement. They orchestrate complex multi-party workflows in real-time: simultaneously coordinating between customers, delivery drivers, and internal systems while cross-referencing policies and databases—all in under 500 milliseconds.
We're looking for a Product Manager to help us achieve our goal of automating 98% of enterprise support and operations workflows. You'll own critical parts of our AI agent platform—building the products that enable self-improving agents to handle increasingly complex scenarios without human intervention.
You'll work at the intersection of cutting-edge AI capabilities and enterprise-grade product development: defining how agents learn from every interaction, orchestrating multi-party workflows across voice and chat, and expanding our platform into regulated industries like healthcare and financial services.
This role requires someone who can think deeply about AI product strategy while also diving into the technical details of real-time orchestration, emotional intelligence, and enterprise compliance.
Drive the product strategy for agents that automatically improve from 60% to 98% resolution
Define how agents learn from every interaction—pattern recognition, policy refinement, edge case handling
Build feedback loops that identify gaps and automatically expand agent capabilities
Own the path from "agent handles simple cases" to "agent handles 98% of all cases"
Lead product strategy for complex real-time workflows (e.g., coordinating customer, driver, and merchant simultaneously)
Define how agents make decisions by cross-referencing multiple data sources, policies, and external systems in real-time
Own the sub-500ms latency experience across voice, chat, and email channels
Drive emotional intelligence features—sentiment detection, tone matching, natural conversation flow
Define the product vision for our no-code/low-code agent configuration platform
Own the policy engine, scenario builder, and custom code execution capabilities
Drive improvements to knowledge base management and RAG integrations
Shape the developer experience for teams building and customizing agents
Partner with healthcare, financial services, and compliance-heavy customers to understand their unique requirements
Define product capabilities for high-compliance environments (audit trails, data privacy, regulatory adherence)
Own integrations strategy (Zendesk, Salesforce, industry-specific systems)
Drive the 2-week enterprise deployment goal that differentiates us from competitors
Define and execute the roadmap toward 98% automation of support tickets and operations workflows
Make hard prioritization decisions: which agent capabilities unlock the next 10% of automated resolution?
Ship features that directly move resolution rates from 90% toward 98%
Translate the "enterprise operations platform" vision into concrete milestones across support, compliance, and operations
Understand and communicate complex real-time systems (sub-500ms latency requirements)
Work closely with engineering on architecture decisions and technical tradeoffs
Evaluate AI model capabilities and translate them into product features
Drive API design and developer experience for headless agents and integrations
Build deep relationships with Fortune 100 customers to understand why the last 10% of tickets still need humans
Translate customer feedback into agent capabilities that close the gap toward 98% automation
Monitor resolution rates, identify failure patterns, and drive systematic improvements
Partner with customers in healthcare and finance to define compliance-grade automation
Partner with AI/ML engineers on model integration and prompt optimization
Work with Design to create intuitive experiences for complex agent configuration
Collaborate with Sales on customer requirements and competitive positioning
Coordinate with Customer Success on deployment and adoption
5+ years combined experience in product management and software engineering
Minimum 1 year as a software engineer - hands-on professional coding experience required
Strong technical foundation - ability to engage in architectural discussions, read code, and understand complex distributed systems
Experience with real-time systems - voice, video, messaging, or similar latency-sensitive products
Enterprise product experience - understanding of B2B sales cycles, enterprise requirements, and platform thinking
Data-driven mindset - comfort with metrics, analytics, and making decisions with imperfect information
Excellent communication - ability to translate complex technical concepts for diverse audiences
AI/ML product experience - LLMs, conversational AI, or voice AI products
Developer tools experience - APIs, SDKs, platform products, or developer experience
Experience with Python - ability to prototype, analyze data, and work directly in our codebase
Startup experience - comfort with ambiguity, wearing multiple hats, and moving fast
Contact center or customer support domain knowledge
Systems thinker: You can hold the complexity of multi-channel, real-time AI systems in your head while making pragmatic product decisions
Customer obsessed: You build deep empathy for both enterprise buyers and the end-users interacting with agents
Technical depth: You can dive into voice pipeline latency issues, RAG retrieval quality, or webhook integration problems
Bias for shipping: You prioritize getting features to customers over perfect specifications
Comfort with ambiguity: You thrive when the path forward isn't clear and can make progress without complete information
AI enthusiast: You use AI tools daily and have strong intuitions about AI capabilities and limitations
Audacious goal: We're building toward 98% automation of enterprise operations—support is just the beginning
Self-improving systems: Our agents get better with every interaction, automatically expanding what they can handle
Production scale: Already handling millions of calls monthly for Fortune 100 companies with 90%+ resolution
Technical differentiation: Sub-500ms multi-party orchestration and emotional intelligence that competitors can't match
Massive market: Customer support automation growing from $3B to $47B by 2034, and we're expanding into healthcare, finance, and beyond
World-class team: Founded by Forbes 30 Under 30, backed by Redpoint and YC, growing fast
High impact: Every feature you ship directly moves us toward a world where enterprises operate with near-complete automation
Competitive base salary
Comprehensive health, dental, and vision coverage
In-office culture with team lunches and events
Fast-growing startup with rapid career progression
In-Person: San Francisco office
We believe in the power of in-person collaboration for building 0-to-1 products. Flexible hours to accommodate deep work.