Responsibilities

• Own and prioritize the technology and agentic AI roadmap across Customer Support, Fulfillment, Pricing, and other COO-led teams — translating operational friction into phased, KPI-driven delivery.
• Build and ship Claude Cowork and Claude Code agents that automate high-volume internal workflows, with confidence thresholds, escalation logic, and guardrails built in from the start.
• Identify workflows where ops teams depend on engineering to resolve issues that could be self-served — and build the tooling that eliminates that dependency, upstream of any escalation.
• Own KPIs around resolution time, first-contact resolution, AI deflection rate, and broken order rate — use them to drive data-backed roadmap decisions and demonstrate operational ROI.
• Partner with the VP of Product to train operations teams on prompt engineering and agent-building, and serve as Automatiq’s internal voice for AI use cases across governance and strategy discussions.
• Own the product and integration relationship for key operational platforms — partner with team leads to evaluate, configure, and evolve tools like Intercom across Customer Support, Fulfillment, and Pricing.
• Redesign internal workflows from first principles — identify fragmentation, manual steps, and knowledge bottlenecks, and replace them with scalable, SOP-backed processes.
• Ensure every deployed agent has a defined owner, risk tier, ROI business case, and human-approval gate — contribute to the AI Agent Registry and incident runbooks.
• Embed input metrics, say/do ratios, and capacity-planning frameworks into the operational teams you support, so they operate with the same rigor as the product organization.

Core Qualifications

• 6+ years of product management experience, including at least 2 years owning internal tools, operational platforms, or enterprise-facing systems at a high-growth technology company.
• Demonstrated, hands-on experience building AI agents using Claude Cowork or Claude Code — not theoretical familiarity, but a provable track record of deploying agents with measurable business outcomes. This is a mandatory qualification.
• Strong technical fluency — you don’t write production code, but you understand APIs, data schemas, system integrations, and LLM architectures well enough to spec solutions, challenge engineering estimates, and prototype workflows on your own.
• Track record of reducing operational cost-to-serve — prior ownership of metrics like resolution time, AI deflection rate, broken order rate, or support ticket volume, with a demonstrated ability to move them.
• Comfortable operating cross-functionally at both the strategic and operational level — able to define priorities with COO-level stakeholders and go deep with team leads on day-to-day workflow redesign.
• Experience managing product and integration relationships with customer support, fulfillment, or operations tooling vendors — including platform evaluation, integration scoping, and ensuring tools are configured to scale.
• Experience in ticketing, marketplace, or high-volume transactional platforms is a strong plus — familiarity with the operational demands of time-sensitive inventory and fulfillment environments is a meaningful advantage.