Staff AI Product Manager

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? We're building a new function at Fin: AI Product Management. For over a decade, Fin has invested in in-house AI, with a team of machine learning scientists, ML engineers, researchers, and AI designers. Now, we’re expanding this team with product managers who will define the future of Fin AI platform and AI agent. As a Staff AI Product Manager, you’ll shape the vision, strategy, and roadmap for core AI systems that power Fin and Fin's AI features. You’ll work at the intersection of advanced AI research, cutting-edge product development, and real customer problems, helping us build world-class AI products that deliver meaningful business impact. This is a high-ownership role for a technical, customer-obsessed PM who thrives in fast-moving, ambiguous environments and loves turning complex AI capabilities into simple, delightful product experiences. What will I be doing? - Lead a major part of our AI product surface. You’ll own an important area of Fin's AI platform or AI agent and be accountable for its vision, strategy, and impact. - Deeply understand customers, the business, and the technology. You’ll learn the space inside out: what customers need, where the business is going, and how our AI systems work. You’ll use this understanding to make high-quality decisions and build a compelling roadmap. - Work side-by-side with a world-class AI team. You’ll collaborate every day with ML scientists, ML engineers, AI designers, and ML researchers. Together you’ll explore new ideas, assess feasibility, evaluate trade-offs, and turn advanced AI capabilities into high-value product experiences. - Ship ambitious, high-quality AI product. You’ll take AI concepts from early exploration through to production launches. You’ll run fast experiments, define success metrics, evaluate performance, and iterate until the experiences are both effective and delightful. - Collaborate across the company. You’ll work closely with our core product org to integrate AI across the Fin platform, and partner with GTM, marketing, support, and operations to drive adoption and customer impact. - Lead through clarity, ownership, and momentum. You’ll bring teams together, communicate decisions clearly, create alignment, and consistently push toward impactful outcomes. What skills do I need? - Strong AI and technical fluency. You’ve built or worked deeply with AI/ML products, ideally including generative AI. You can discuss model behaviour, evaluation, prompts, architectures, constraints, and trade-offs with technical partners. You’re comfortable working autonomously in complex technical spaces. - Excellent product judgment. You balance customer needs, business goals, and technical realities. You know when to push for ambitious ideas and when to iterate quickly. You can turn new or ambiguous AI capabilities into clear, valuable product experiences. - Sharp problem framing and customer insight. You can independently understand and articulate complex problems using research, data, and direct customer conversations. You translate complexity into crisp problem statements for your team. - Ability to build world-class product. You collaborate deeply with engineering and design to ship high-quality software. You know how to test, measure, and iterate on AI systems and user-facing AI features. You care deeply about safety, reliability, and delivering customer value. - Strong communication and leadership. You influence widely, bring structure to ambiguity, and create momentum. You communicate clearly and frequently, keeping partners aligned and engaged. You take ownership and raise the bar for the team around you. Why you'll love it here - You’ll work with an experienced AI team that has been shipping AI long before it was mainstream. - You’ll have real autonomy, real impact, and real responsibility. - You’ll help build the next generation of customer service through the power of AI. - You’ll help shape the future

Strong AI and technical fluency. Built or worked deeply with AI/ML products, ideally including generative AI. Ability to discuss model behaviour, evaluation, prompts, architectures, constraints, and trade-offs with technical partners. Comfortable working autonomously in complex technical spaces. Excellent product judgment. Ability to balance customer needs, business goals, and technical realities. Sharp problem framing and customer insight. Ability to independently understand and articulate complex problems using research, data, and direct customer conversations. Demonstrated ability to translate complexity into crisp problem statements for teams. Ability to build world-class product in collaboration with engineering and design. Experience testing, measuring, and iterating on AI systems and user-facing AI features. Focus on safety, reliability, and delivering customer value. Strong communication and leadership. Ability to influence widely, bring structure to ambiguity, create momentum, and keep partners aligned and engaged. Ownership mindset and high accountability.