Senior Product Manager – AI Strategy

Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.

Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Y Combinator’s list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™, Inc. Magazine’s 2022 Best Workplaces list, Forbes Best Startup Employers 2022 List, and Best workplaces for Millennials 2022 list.

As a Senior Product Manager focused on AI Strategy, you will play a critical role in shaping and driving the implementation of AI technologies within our organization. This role encompasses both product ownership and an overlay function, requiring you to influence and collaborate with various product teams (pods) across the organization. You will be at the forefront of transforming customer service by leveraging cutting-edge AI solutions, specifically focusing on the latest advancements in Large Language Models (LLMs), to meet and exceed customer expectations. This role requires a blend of strategic thinking, technical acumen, and a passion for innovation. You will work with cross-functional teams to deliver impactful AI-driven products that enhance our customer experience and drive business growth.

Key Responsibilities:

AI Strategy Development:

• Develop and articulate a clear AI strategy aligned with the company’s overall goals and objectives.
• Utilize AI to solve customer pain points and transform the customer support market.

Product Ownership:

• Lead the end-to-end product lifecycle for AI-driven solutions, from concept to launch and iteration.
• Define product requirements, establish timelines, and ensure timely delivery of high-quality products.

Overlay Role:

• Influence and collaborate with various product teams (pods) to integrate AI capabilities into their respective products.
• Act as an AI subject matter expert, providing guidance and support to other product managers and teams.

Product Innovation:

• Stay current with the latest advancements in Large Language Models (LLMs) and related AI technologies.
• Drive the development and execution of innovative AI products and features.
• Collaborate with engineering, design, marketing, and sales teams to bring AI solutions to market.

Customer-Centric Approach:

• Gather customer feedback and market insights to inform AI product development.
• Advocate for customer needs and ensure AI solutions deliver meaningful value and enhance the overall customer experience.

Cross-Functional Collaboration:

• Build strong relationships with stakeholders across the organization, including executives, engineering teams, sales, marketing, and customer support.
• Communicate AI product updates, milestones, and challenges effectively to ensure alignment and support from all stakeholders.

Team Leadership:

• Provide guidance and mentorship to other product managers and team members.
• Foster a culture of innovation, collaboration, and accountability within the product team.

Performance Monitoring:

• Define and track key performance metrics to evaluate the success of AI products.
• Iterate on existing products based on performance data and customer feedback to drive continuous improvement.

Required Skills & Experience:

• Proven experience (6+ years) in product management, with a focus on AI or related technologies.
• Strong leadership skills with the ability to inspire and motivate cross-functional teams.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.
• Strategic thinker with a data-driven approach to decision-making.
• Passion for customer service and finding innovative solutions to enhance customer experience.
• Technical acumen and familiarity with modern AI technologies, particularly Large Language Models (LLMs).

Preferred Qualifications:

• Experience as a product leader responsible for driving cross-team efforts.
• Experience launching and managing AI-driven products in a fast-paced environment.
• Knowledge of customer service technologies and trends.

This role is hybrid and will be ideally based in Paris, France (office presence on Tuesdays & Thursdays), or remote within EMEA & regular travel to the Paris office.

What we offer:

• Competitive salary
• Equity (we are post-series D & backed by some of the best VCs in the US)
• Private health insurance, including plan options at no cost to employees
• Focus Fridays – learn more here!
• Flexibility to work from home 3 days/week (unless posted as a full-remote role)
• Mental health support with Workplace Options
• Family planning support with Maven
• 75 Euro per month Lifestyle Stipend to spend on fitness and other activities

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice & EU Privacy Notice

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