Senior Director, Product Management; Agentic AI

Senior Director, Product Management (Agentic AI)

Redwood City, CA, United States;
Pleasanton, CA, United States;
United States

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• Job Identification 317455
• Job Category Product Development
• Posting Date 12/03/2025, 05:08 PM
• Role People Manager
• Job Type Regular Employee
• Does this position require a security clearance? No
• Years 6 to 10+ years
• Additional Info Visa / work permit sponsorship is not available for this position
• Applicants are required to read, write, and speak the following languages English

We are seeking an experienced product leader to define and execute the strategy for the AI Agent and Agentic apps within the customer service domain as part of the Fusion CX Service product team. This includes developing intelligent, autonomous agents that enhance service request automation, knowledge management, agents that handle real-time digital customer interactions to drive self-service containment, and integration with Contact Center as a Service (CCaaS) platforms.

You will lead a high-performing product team, collaborating closely with Engineering, User Experience, Sales, Marketing, Services, and Customer Success to deliver AI-driven solutions that transform customer service experiences.

Strategy and Vision:

• Develop a compelling product vision and multi-year strategy for AI Agents in customer service, aligning with the company's overall objectives.
• Establish clear market positioning and value propositions to drive adoption and revenue growth.
• Advocate for security, privacy, compliance, and responsible AI practices across the AI Agents portfolio [BW1].

• Product Development and Delivery:
  • Own the product roadmap for AI Agents, prioritizing initiatives based on customer value, technical feasibility, and business impact.
  • Lead customer discovery efforts to validate problem statements and solution approaches for AI-driven service automation.
  • Collaborate with Engineering to deliver scalable, reliable AI Agents with measurable performance metrics.
  • Ensure seamless integration of AI Agents with CCaaS platforms and enterprise systems, adhering to performance and compliance standards.
• AI and Automation Leadership:
  • Drive the development of AI-powered service automation, including conversational AI, agent assist tools, and autonomous workflows.
  • Establish quality, safety, and observability standards for AI features, including human-in-the-loop processes, data governance, and evaluation frameworks.
• Customer and Market Engagement:
  • Act as an executive sponsor for strategic customers, gathering feedback to inform product decisions.
  • Analyze market trends and competitive dynamics to develop differentiated strategies for AI Agents in customer service.
• Cross-Functional Collaboration:
  • Work with UX teams to design intuitive AI Agent interfaces for digital customer service channels, considering end user, service rep, service manager, and AI builder personas.
  • Partner with Marketing and Sales Enablement to create compelling messaging, demonstrations, and launch plans for AI Agent solutions.
  • Define success metrics and analytics to monitor AI Agent adoption, customer satisfaction, and business impact.
• Build and mentor a world‑class product management team focused on AI Agents, fostering a culture of innovation and accountability.
• Demonstrate strong communication and storytelling skills, presenting to regularly to executives, customers, and internal teams.

Minimum Qualifications:

• 8+ years in product management, with at least 3 years leading product teams; demonstrated ownership of a major software product line [BW1].
• Deep domain expertise in AI-driven customer service solutions, including automation, conversational AI, and digital channels.
• Proven success in delivering large-scale enterprise AI products with strong user adoption and business outcomes.
• Executive presence with exceptional communication and stakeholder management skills.
• Experience integrating AI solutions with CRM, CCaaS, and other enterprise systems, as well as with each other through APIs, A2A, and MCP; familiarity with security, privacy, and compliance requirements.
• Strong analytical skills with a data-driven approach to decision-making.
• Bachelor's…