Senior Product Manager, AI Copilot & Conversation Intelligence

Caregiving is broken. Families facing one of the hardest decisions of their lives are left to navigate it alone, with little clarity on what their loved one needs or where to find it. A Place for Mom is building the AI-powered platform to change that, and to step-change the industry standard for finding the right senior care option for loved ones.

This role is a pivotal part of that equation: connecting families, through advisors, to the providers who can care for them.

We are looking for a Senior Product Manager to own how A Place for Mom advisors reach families across phone, SMS, and chat, and the intelligence built on those conversations, from the first call through to the move.

You will design and ship the systems advisors rely on in every conversation: the channels they use to connect, the live transcript those conversations produce, and the real-time coaching and insights built on top of it. You will partner across Product, Engineering, Data, Sales, Sales Operations, and Compliance, and own measurable outcomes in connection rate, advisor efficiency, and move-in rate.

This is an AI-native product role with deep technical fluency, not a telephony role with AI seasoning. If you use AI to do your own best work every day, think at the architecture level, and want to turn every family conversation into an input to the product, this is for you.

• Be the product owner for our telephony systems and every advisor-to-family communication channel: outbound and inbound calling, SMS, advisor chat, and follow-up email.
• Own the product strategy and roadmap for how advisors reach families across phone, SMS, and chat, and how the right channel gets chosen for each family.
• Lead the product side of our move to a next-generation contact center platform: evaluation, migration, and keeping today's platform stable and current until cutover.

• Treat the live transcript as a product: define the contract that real-time coaching, call scoring, the family's care profile, and advisor summaries all build on.
• Balance what each consumer needs, from real-time delivery during the call to complete post-call records to structured data pulled from what the family said.

• Build real-time, in-app coaching and insights that guide advisors during the call, not after it.
• Build call scoring and coaching dashboards that give sales managers clear coaching opportunities, scored off our own transcripts inside our own product.

• Define where leads go after referral, whether they stay with their current advisor or move to a dedicated follow-up advisor, and how they are prioritized.
• Own the treatment each family receives: the mix and cadence of calls, SMS, and email, and the outreach strategy that keeps families engaged through a long decision.

• Build do-not-call and consent requirements into every channel from the start, so families' stated preferences are honored everywhere.
• Partner with our provider-facing teams to deliver live transfer to senior care partners across our network.

• Define metrics, baselines, and targets for connection rate, calls per family, advisor coaching behaviors, and move-in rate; set hypotheses and lead learning agendas.
• Instrument every launch so we know what moved the outcome, and translate what we learn into clear investment recommendations.

• The next-generation contact center platform is live for advisors, and live transcription is flowing into the product as a defined contract other teams build on.
• Real-time in-call coaching is live for a pilot group of advisors, with a measurable change in the…