Principal Product Manager, AI Platform

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

The 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, requiring limited to 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 step in to complement the existing team by taking ownership of high-impact, complex product areas spanning languages, usage/pricing, model flexibility, and explainability.

Your work will directly impact how AI and Generative AI capabilities are governed, scaled, and experienced across Medallia’s customer and employee experience products. You will collaborate closely with Engineering, Design, Compliance, and Research to deliver platform services that enable faster innovation while ensuring trust, safety, and consistency. This is a highly cross-functional and impactful role, ideal for someone who thrives on systems thinking, product craftsmanship, and ethical leadership in AI.

Candidates based in the Pleasanton, CA or Tysons Corner, VA vicinity will be prioritized as this role is Hybrid, 3 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.
• Be able to 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.

Minimum Qualifications

• 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…