[Remote] Senior Product Manager (Conversational AI)

Note: The job is a remote job and is open to candidates in USA. TrueML is a financial software company focused on improving experiences for distressed borrowers. The Senior Product Manager will lead conversational AI across voice, chat, and messaging, owning product strategy, agent behavior, integrations, performance, compliance, and operational readiness.

Responsibilities

• Roadmap & Strategy: Define and own the conversational AI roadmap across voice and chat, balancing consumer impact, client demand, operational readiness, and platform build-vs-adopt decisions
• Conversation Design & Omnichannel Integration: Establish behavior standards for AI agents—including authentication, intent recognition, hardship handling, and human handoffs—ensuring a unified consumer experience across voice, chat, SMS, and email
• Partnerships & Technical Surface: Manage vendor relationships and specify requirements for telephony and CRM/servicing system integrations
• Performance & Compliance: Drive operational metrics (latency, containment, cost per resolution) while partnering with Legal and Compliance to adhere to regulatory frameworks like FDCPA, Reg F, and TCPA
• Cross-Functional Operational Readiness: Prepare Operations, Client Success, and Compliance teams with training, runbooks, escalation paths, and key metrics prior to feature launches

Skills

• 5+ years of 0-1 Product Management experience, with a track record of shipping products that moved business metrics
• You have shipped LLM-based capabilities in production
• You can reason about prompting, retrieval, evaluation, guardrails, latency, and failure modes well enough to partner credibly with engineers — and to know when an impressive demo is not yet a product
• Hands-on experience with voice agents, chat agents, IVR, or contact center technology
• When you have a question about conversation or outcome data, you answer it yourself
• Experience with B2B2C products, balancing what the client configures against what the consumer experiences
• You thrive in "roll-up-your-sleeves" environments where the path isn't always marked, turning conflicting inputs into solid, actionable plans
• The ability to protect confidential company, employee, customer, and business information while working outside of a company office is also required
• Fintech, collections, lending, or other regulated financial services experience is a strong plus

Benefits

• Flexible vacation
• Medical/dental/vision insurance
• Traditional/Roth retirement savings options
• Company-paid disability and life insurance
• Flexible Spending Account & Limited FSA
• Family-friendly parental leave
• Volunteer and voting time off
• On-demand wellness platform access for you and 5 friends and family
• PerkSpot discount program for 900+ merchants nationwide
• Remote-first work environment

Company Overview

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