Product Manager - Customer Service & Support

What we do: AI Service Management (AISM) 

There are many examples of disruption in the consumer space – Uber disrupting the cab industry, Airbnb disrupting the hospitality industry and so on; but have you wondered who is disrupting support and operations? Aisera helps make businesses and customers successful by offering consumer-like user experience for support and operations. We have built the world’s first AISM solution for IT, HR, Customer Service, Facilities, and IT/Cloud Operations. With Aisera, organizations can provide a personalized and proactive experience for users by automating the resolution of tasks and actions.

The Team

We are a small but passionate team of 100+ based in the Bay Area. Aisera’s seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.

Key Responsibilities

• Drive Product Roadmap , release cadence and quality of your product area
• Writing product specifications for engineering and data science teams to ship features in time and quality
• Collect feedback from customers, prospects and internal stakeholders to create a unified product backlog 
• Be the CEO for your product area - e2e responsibility from idea to production
• Establish shared vision across the company by building consensus on priorities leading to product execution
• Enable Customer Success teams in go-lives and continuous improvement
• Work with Marketing on GTM product assets for your product area
• Support Sales & Pre-sales in sales cycles and closing deals
• Deliver demos and webinars for your product area

Minimum Qualifications

• 5+ years of Product management experience
• Experience developing/launching products/technologies within one or more of the following: AI, Cloud, SaaS, RPA, Workflows, Enterprise Applications, Internal Help Desk, Customer Support
• Deep domain expertise in Voice, Contact Center, IVR market 
• Experience driving product vision, go-to-market strategy, and design discussions.
• Experience creating strategic product roadmaps, working with cross-functional teams.
• Knowledge of multiple functional areas such as Product Management, Engineering, UX/UI, Sales, Customer Support, Sales, Pre-Sales and Marketing.

Preferred Qualification

• Bachelor’s or Master's Degree in Computer Science
• MBA preferred but not a prerequisite
• Startup experience
• Enterprise SaaS PM experience 
• Domain expertise  in IT, HR or Customer Experience

Benefits of Aisera

• Fun place to work
• Demanding job
• Great team
• Great opportunity
• Medical, dental, and vision benefits
• Holidays and flexible PTO
• Paid family leave
• 401(k) plan
• Stock Options
• Employment Assistance Program