Product Manager, Voice (Senior)

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.

In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.

About the Role

As a Product Manager (Senior level) at Kustomer, you’ll be leading our product efforts around our Voice channel and Knowledge Base. You will be a part of organizing feedback from our customers, our marketing, our sales, and our customer experience departments into a clear, well-defined product roadmap for our design and engineering teams to execute on. You will own features from end to end and be responsible for them getting to DONE.

You'll be responsible for:

• Product Strategy & Roadmap: Own and execute on the product strategy for Voice and the Knowledge Base within the Kustomer platform, ensuring alignment with company goals and objectives. Develop and communicate a cohesive vision and roadmap.

• Cross-Functional Collaboration: Work closely with engineering, design, marketing, and business teams to ensure successful product development, launches, and iterations.

• Customer Focus and Competitive/Market Analysis: Champion customer insights by engaging directly with users and collaborating with customer success and sales teams to understand pain points and opportunities. Stay informed about market trends, competitive products, and industry developments to inform product decisions and strategy.

• Execution & Delivery: Oversee the entire product development lifecycle from concept to launch, ensuring timely delivery and high-quality outcomes.

• Stakeholder Management: Act as the key product liaison between senior leadership and product teams, ensuring transparency and alignment on priorities, progress, and roadblocks.

Your qualifications:

• 5+ years of experience in product management, with experience working in highly technical products that include a voice and/or contact center feature set.

• You have a degree in a technical or related field, or equivalent professional experience.

• Experience with AI, including the ability to effectively leverage AI in your day-to-day work.

• You’re comfortable having a perspective and working towards clearly defined solutions in ambiguous problem spaces.

• You have an eye for elegant design and believe in “thinking for the customer.”

• Ownership comes naturally to you and you like being responsible for multiple large projects.

• You’re concise in your communication and can articulate complex technical concepts to people of different backgrounds.

• Data Driven - you like to set goals, and measure success not by releases, but by making an impact on customers.

• You’re passionate about learning, always seeking out the latest technologies and market trends.

• Domain knowledge of Customer Experience / Customer Support / CRM is a huge plus.

• Located in the NY metro area is highly preferred.

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.