About the Role

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.

Your mission is to extend that market-leading experience to every text surface - starting with Webchat and WhatsApp and expanding into Email, SMS, and whatever channel comes next. We are looking for a curious and analytical Senior PM who is passionate about owning the strategy, roadmap, and execution that gets us there.

What You'll Do

• Define the multi-channel vision and objectives. Craft a winning strategy for Webchat, WhatsApp, in-App Chat and the next text-based channels. Define and monitor key performance indicators to assess product success and inform continuous improvement.
• Own and deliver the roadmap end-to-end. Drive discovery to iteration, aligning cross-functional squads and keeping initiatives on time and aligned to strategy.
• Be the bridge between customer problems and technical possibilities. Have a deep understanding of the customer and new technical breakthroughs to truly challenge the future of natural language interfaces.
• Integrate and optimize LLM, RAG, and tool-calling pipelines for text. Define requirements and run evaluations to optimize our technology stack to text-based agents.
• Launch new channels into production. Work with clients and deployment teams to ensure new channels are launched successfully and drive end user value.
• Collaborate with Go-to-Market for new vertical propositions. Coordinate beta programs and launch kits to rollout new channels and drive OOTB ROI within specific verticals.

Who You Are

• 5+ years of Product Management experience.
• Experience in driving the product lifecycle from research, prototyping, iterative development and testing, to launch and optimisation.
• Excel at using qualitative and quantitative insights to inform your product strategy.
• ROI driven. You maximise the impact of your team and resources to bring the most value for our customers and business.
• You communicate at the right level, at the right time, in the right format.
• Data driven. You base your decisions on facts, not opinion, and understand how to validate assumptions and hypotheses with data.

Preferred Requirements

• Experience working on a product at scale, with an international footprint, preferably in a high-growth environment.
• Experience using AI prototyping tools to test and validate hypotheses.
• Previous experience working on a text-based conversational AI product.
• Track record defining and moving quantitative success metrics for conversational AI solutions.
• Familiarity with WhatsApp Business API, web-socket or webhook architectures, and common live-chat SDKs.
• Strong technical background. A Bachelor’s degree in Computer Science, Engineering, related field or equivalent practical experience in software development and products.

Compensation & Benefits

• Participation in the company’s employee share options plan
• 25 days holiday, plus bank holidays
• Flexible working from home policy
• Work from outside of the UK for up to 6 months each year
• TELUS Health EAP 24/7 - offers you and your chosen family confidential, judgment-free support for any work, health, or life challenge
• Enhanced parental leave
• Bike2Work scheme
• Annual learning and development allowance
• We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!
• Company-funded fertility and family-forming programmes
• Menopause care programme with Maven
• Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs

About PolyAI

PolyAI is the leading customer engagement platform.

Equal Opportunity

PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.

Candidate Privacy Policy

Kindly find the Privacy Notice for our recruitment process by following the link here [https://polyai.notion.site/Recruitment-Privacy-Notice-1b5097db17f7802ead64dd6daf159ded]. This document provides important information regarding how we handle your personal data throughout the recruitment journey.

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