Product Specialist - Concierge

Product Specialist - Concierge

New York

Product

In office

Full‑time

Bilt is the membership for where you live.

What started as a way to reward people on their largest expense has turned into an ecosystem connecting our members, property managers and local merchants.

Travel, dining, fitness, everyday spend. We are building systems across payments, credit, loyalty, and commerce all at once.

We run lean and move quickly. Every person here has a real impact on what gets built and how fast it happens.

This role comes with real ownership and high expectations. If you prefer clearly defined lanes and structure, this will feel uncomfortable. If you want to build quickly, have a real say in what gets built, and work on products used by millions, you will likely do your best work here.

We’re hiring a Product Specialist to own whether Bilt’s AI concierge says the right thing — on every vertical (rentals, dining, travel, payments, mortgages, CX) and every surface (app, web, SMS, email). Sitting on the Concierge Services pod and reporting to the GM (Kush Parikh), you’ll run the daily quality loop: monitor conversations in the concierge analytics dashboard, diagnose the ones that went wrong down to the layer that caused them (prompt, knowledge, tool output, or an upstream service), ship the fix, and validate it by replaying real conversations.

This is one of the most cross‑functional seats rly every pod in the company builds on the concierge, and they come to you — dining, rentals, property, travel, mortgage, payments and more. You’ll be the person who teaches those teams to own their concierge surface, decides what belongs in knowledge versus prompt versus tool, and turns anything you do twice into an automation.

You don’t need to be an engineer, but you will operate git with AI tooling, review bot‑authored PRs, and edit prompt YAML and knowledge files from week one — a real appetite for that is essential.

• Monitor concierge conversation quality daily across all verticals and surfaces, using quality flags, judge verdicts, and the issues tracker to spot bad patterns before an internal customer reports them
• Diagnose flagged conversations to the correct layer — prompt, knowledge, tool output, or an upstream backend bug — and drive fixes to completion, including in services owned by other teams
• Ship fixes to prompt YAML, knowledge markdown, and tool‑output shaping, validating each by replaying real conversations before opening the PR
• Review concierge PRs as a codeowner, including bot‑authored and contributor PRs from other pods
• Field and triage internal asks from dining, rentals, property, travel, mortgage, payments, and CX — “can the concierge do X on our surface” and “why did it say Y”
• Enable pods to own their concierge surface: how to add features and prompt for their audience, what belongs in knowledge versus prompt versus tool, and how to triage conversations in the analytics dashboard
• Build automations and repo skills that convert recurring manual work — investigations, monitoring, knowledge updates — into systems that keep running when priorities shift
• Test in staging before ship, including daily SMS/iMessage and email checks, cross‑channel tracing, and cross‑pod QA on surfaces outside the concierge pod
• Watch for regressions on model changes that don't show up in aggregate scores, and design escalation logic when the concierge should hand off to a human
• Provision phone numbers, email addresses, and DNS for new merchants going live on SMS or email

• Around 3 years of relevant experience — we’re also open to candidates with about a year if they bring a proven technical background
• Genuine technical appetite: comfort operating…