Product Manager - Customer Experience

Overview

Join the Sleep Fitness Movement
At Eight Sleep, we’re on a mission to fuel human potential through optimal sleep. We’re redefining what it means to be well-rested and building advanced hardware, software, and AI technology to enable a personalized, data-driven recovery experience.

We are trusted by high performers, professional athletes, and health-conscious consumers in over 30 countries. Recognized as one of Fast Company’s Most Innovative Companies in 2019, 2022, and 2023, and named to TIME’s Best Inventions of the Year. We operate like a high-performance team—fast, focused, and impact-driven. Every role at Eight Sleep is an opportunity to work with cutting-edge technology and help shape a future where sleep empowers performance.

High Standards. No Apologies
We operate with intensity because our mission demands it. We’re a team that pushes to be in the top 1% of our craft, delivering with focus and flawless execution. If you thrive under pressure and want meaningful work, this is your place.

We are looking for an AI Product Manager to own and elevate our customer experience. You will be the dedicated DRI for our AI practice, spending 100% of your time training, evaluating, and improving our AI agents to deliver exceptional customer support. This role sits at the intersection of product management, AI/ML, and customer experience—perfect for someone who loves diving deep into AI systems and measuring their real-world impact.

• Build and deploy AI-powered tools to make the broader Customer Experience (CX) team more efficient
• Own the end-to-end AI agent utility and quality for our customer support platform
• Evaluate AI performance rigorously and determine the effectiveness of AI tools
• Strong Product and UX sense—avoid ineffective internal systems
• Expand coverage to more support case types while maintaining high quality standards
• Analyze customer interactions to identify gaps in AI coverage and prioritize improvements
• Develop and track KPIs for AI performance including resolution rate, accuracy, and customer satisfaction
• Work closely with engineers to identify and implement automation opportunities
• Collaborate with CX managers to translate agent pain points into AI improvements
• Create documentation and training materials for AI-assisted workflows
• Lead the development of internal AI-powered tools and dashboards to drive rapid prototyping and iteration
• Partner with AI engineers to build and evaluate AI-assisted workflows
• Design and run evaluations to measure the effectiveness of AI tools and identify areas for improvement

• 5+ years of experience in operations, technical product/program management, or a related technical field
• Proven experience with prompt engineering, LLM-based products, or other AI/ML products
• Experience training, evaluating, and improving AI agents or chatbots
• Strong judgment and analytical skills with the ability to assess AI performance objectively
• Ability to work independently and drive projects from conception to completion
• Excellent communication skills to translate technical AI concepts for non-technical stakeholders
• Comfort with ambiguity and the ability to define structure in a fast-moving environment
• Experience building no-code/low-code automation tools

• You’re excited about the health and fitness technology space and the opportunity to measurably improve lives
• You have the desire to make an outsized impact as part of a rapidly growing, dynamic team
• You are willing to roll up your sleeves and use whatever language or framework will best help you get the job done
• You love thinking about things from the customer’s perspective and understanding what motivates decision making
• You have side projects outside of work that you’re excited to tell us about

Why join Eight Sleep?

We foster a culture of excellence with Innovation, Immediate responsibility, Collaboration with exceptional talent, Equity participation, and strong benefits. You’ll work on the Pod product and other advancements in sleep fitness, with opportunities for rapid career growth. Eight Sleep is an equal opportunity employer committed to diversity and inclusion.

About the company

Be vigilant about potential scams and seek credible sources to assess trustworthiness. Eight Sleep is dedicated to your security and privacy.