About the Role

• Drive growth and innovation across Zingtrees AI-powered Automation platform.
• Help CX and Ops leaders reduce AHT, cut escalations, and stay compliant in customer interactions.
• Expand and enhance product portfolio, develop new AI-powered solutions, and optimize existing offerings.
• Identify opportunities by understanding customers, prospects, and partners deeply.
• Analyze market trends, assess competitors, and leverage AI advancements to shape product strategy.
• Deliver exceptional user experiences and measurable ROI for customers.

What You'll Do

• Design and launch new AI-powered features that improve FCR, reduce agent ramp time, and drive ROI.
• Partner with Engineering to build governed, deterministic AI-enhanced workflows.
• Own product strategy for AI Actions, Knowledge Assist, and GenAI-powered workflows.
• Align roadmap to customer goals and stakeholder KPIs such as CSAT, deflection, and compliance.
• Lead cross-functional collaboration with Engineering, Solutions, Sales, and Customer Success.
• Translate customer interviews, product usage data, and research into roadmap decisions; define Epics and Stories.
• Track industry trends and competitive landscape in Agentic AI, LLM tooling, and CX automation.
• Define and monitor metrics for feature performance and business impact.
• Build trust with senior stakeholders in CX, Ops, and IT at large organizations.
• Translate customer complexity into scalable, governed automation.
• Collaborate across teams to accelerate value and contribute to growth by shaping product best practices.

Who You Are

• 5+ years product management experience in Enterprise SaaS, preferably in CX, Support Automation, Process Automation, or Digital Transformation.
• Experience building zero-to-launch products for Enterprise SaaS customers.
• Strong understanding of AI technologies: LLMs, Agentic AI, prompt chaining, etc.
• Experience integrating with platforms like CRMs (Salesforce, Zendesk), CCaaS, or EHR/ERP systems.
• Ability to drive adoption of new products in enterprise organizations.
• Strong user empathy, strategic thinking, and bias for action.
• Proven ability to influence cross-functional teams and C-level stakeholders.
• Curious, execution-oriented, and energized by solving high-impact customer problems.

Nice To Haves

• Experience with low-code/no-code products.
• Experience in regulated industries like healthcare, finance, or insurance.
• Familiarity with support automation, agent assist, or AI-driven workflow tools.
• Background in support, solution consulting, or implementation.
• Startup or high-growth SaaS company experience.