Principal Product Manager, AI Platform

Role and Team

We are seeking an experienced and visionary Principal Platform Product Manager for our AI Platform. As part of our Data and AI Platform Product Team, this role sits at the intersection of Responsible AI, model lifecycle management, and user trust. You will shape core capabilities that ensure our AI systems are performant, reliable, transparent, and aligned with both user expectations and regulatory requirements.

Taking initiative and operating independently, with limited or no support, you will drive the strategy, development, and growth of our AI platform capabilities, ensuring that it meets the evolving needs of our customers and partners and maintains our competitive edge in the market. As a Principal PM, you will complement the existing team by taking ownership of high‑impact, complex product areas spanning languages, usage and pricing, model flexibility, and explainability.

Candidates based in the Pleasanton, CA or Tysons Corner, VA vicinity will be prioritized as this role is Hybrid, requiring three days per week onsite.

• Drive product strategy and delivery of Medallia's AI Platform as part of our Experience Platform, focusing on scalable infrastructure, AI/ML frameworks, model extension, administration, and seamless integration with internal and external applications.
• Define and own the roadmap for critical cross‑product and platform work streams.
• Take full ownership of areas such as our models and their lifecycle to alleviate team bottlenecks and drive market innovation.
• Spearhead the product strategy and operationalization of AI Consumption, usage tracking, and pricing mechanisms.
• Define, communicate, and enforce non‑functional requirements (NFRs) for AI/ML services such as model SLAs, degradation monitoring, rate limiting, and incident management to ensure high‑availability and reliable AI/ML services.
• Develop tools and dashboards that enable auditability and behavioral evaluation of AI systems.
• Define and enforce standards for Responsible AI, including traceability, explainability, and alignment with evolving regulatory frameworks, including configuration and administration tooling for select GenAI and AI platform features.
• Partner with Design and Product teams to ensure consistent and user‑friendly AI experiences, including transparency prompts, user control points, and override flows.
• Collect and analyze feedback from customers, stakeholders, and other teams to shape requirements, features and end products.
• Engage with cross‑functional teams, including PM, Design, Engineering, Sales, Professional Services, and Marketing, to ensure effective collaboration and alignment.

• Bachelor's Degree in science, engineering or related quantitative field, or equivalent experience.
• 8+ years of enterprise SaaS Product and/or Engineering management experience focused on data, analytics, and/or ML/AI products and services.
• Demonstrated experience managing cross‑functional initiatives involving AI model performance, feedback systems, or Responsible AI tooling.
• Demonstrated understanding of ML pipelines, model serving, and feedback loop integration.
• Demonstrated understanding of distributed systems and cloud‑native architectures.
• Demonstrated experience driving cross‑functional company initiatives across multiple departments.

• 5+ years of direct and hands‑on experience bringing enterprise AI/ML platforms and/or products to the market from ideation to shipping the capabilities.
• Demonstrated experience building, launching, and scaling enterprise‑grade AI platform solutions.
• Deep understanding of Responsible AI practices including explainability, model cards, auditing frameworks, and policy alignment.
• Self‑starter and able to operate independently to take an initiative from start to finish, while being comfortable with ambiguity and navigating complex execution challenges with the right level of cross‑functional collaboration.
• Experience working with R&D and Research teams to productionalize ML/GenAI capabilities.
• Familiarity with user experience design for AI features, including user transparency, consent flows, and control mechanisms.
• Proven ability…