PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.
Enterprises trust our conversational AI platform to automate millions of customer interactions every day. Your mission is to define the strategy and lead the product group responsible for the end-to-end Enterprise experience acrossBuilding, Supervising, and Multichannel Execution. This includes the foundational tooling for creating, configuring, and optimizing LLM-powered agents (Building Experience), the interface and controls for human supervisors and quality assurance teams (Supervisor Experience), and the market-leading experience across all text surfaces like Webchat, WhatsApp, Email, and SMS (Chat/Multichannel Experience). We are looking for an ROI focused and strategic Group PM toown the product success of these three critical pillars, driving market adoption, platform stability, and establishing a unified, world-class experience for our largest customers.
You will lead, mentor, and align multiple product, design, and engineering teams, translating frontier Agentic AI into intuitive, trustworthy, and scalable enterprise solutions that solve core workflow challenges for Builders and Supervisors while ensuring seamless end-user experiences. If you are motivated by driving organizational alignment, solving complex, at-scale platform problems, and transforming product vision into commercial reality, we want to meet you.
Key Responsibilities
Define and Lead the Enterprise Platform Vision and Portfolio Strategy. Establish a winning product strategy and unified architecture across the three core areas: Building Experience, Supervisor Experience, and Chat/Multichannel Experience. Define, monitor, and report on key business and product success indicators, driving continuous improvement across the entire portfolio to maximize ROI for our enterprise clients.
Own and Deliver the End-to-End Roadmap. Oversee the entire product lifecycle for the platform portfolio - from discovery and strategic prioritization to iterative development, launch, and optimization. Ensure all product initiatives are aligned with the overarching Enterprise business strategy.
Drive Organisational Alignment and Thought Leadership. Serve as the principal bridge between executive strategy, complex customer needs, and technical execution across multiple product teams. Champion new technical breakthroughs to challenge and redefine the future of conversational AI platforms and workflows in the enterprise space.
Product Ownership for Three Pillars:
Building Experience: Define the features and tools that enable internal teams and customers to rapidly create, configure, test, and deploy high-quality, LLM-powered agents at scale.
Supervisor Experience: Lead the development of tooling for human oversight, reporting, quality assurance, and intervention workflows to ensure compliance and maintain service quality.
Chat/Multichannel Experience: Guide the strategy for extending and unifying the agent experience across all text surfaces (Webchat, WhatsApp, Email, SMS, etc.).
Integrate and Optimize Core AI Technology. Direct product requirements and evaluation frameworks to ensure our underlying LLM, RAG, and tool-calling pipelines are optimized for all platform components, driving consistency, quality, and performance at an enterprise scale.
Lead Go-to-Market Strategy for Enterprise. Direct Go-to-Market collaboration, including the coordination of beta programs, launch kits, and pricing/packaging, to drive rapid rollout and platform adoption.
Develop and Mentor Product Talent. Provide leadership, guidance, and mentorship to a team of Product Managers, fostering a high-performing, data-driven culture focused on maximum business impact.
Requirements
8+ years of Product Management experience, with a minimum of3 years managing, mentoring, and leading a team of Product Managers across different product lines.
Proven experience driving the product lifecycle for multiple, interconnected B2B or Enterprise SaaS products at scale.
Exceptional ability to use qualitative customer insights and quantitative business data to define, validate, and evolve a portfolio-level product strategy.
Demonstrated track record of being ROI-driven, maximising the impact of resources across multiple teams to bring the most value for customers and the business.
Superior communication skills, with the ability to articulate complex strategies and results to executive leadership, technical teams, and external customers.
Strong technical background. A Bachelor’s or Master's degree in Computer Science, Engineering, or a related field, or equivalent practical experience in software development and products.
Preferred Requirements
Experience working on a global B2B or Enterprise SaaS product with a significant international footprint.
Previous experience as a Group PM or Director-level product leader.
Experience defining, measuring, and moving quantitative success metrics for sophisticated conversational AI, contact center, or B2B ML/AI platform solutions.
Familiarity with enterprise-grade platform components, including contact center/CRM integrations, supervisor and analytics tooling, and core conversational AI/NLP technologies.
Benefits
💰 Participation in the company’s employee share options plan
🏝 Tenure-Based PTO: You will receive 25 holidays when you join and will gain an additional 1 day after 2 years of service, then 1 day each year until capped at 32 holidays
🏡 Flexible working from home policy
🌎 Work from outside of the UK for up to 6 months each year
🫂TELUS Health EAP 24/7 - offers you and your chosen family confidential, judgment-free support for any work, health, or life challenge
🧡 Enhanced parental leave
🚲 Bike2Work scheme
📚 Annual learning and development allowance
🏡 We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!
👨👩👧 Company-funded fertility and family-forming programmes
🌸 Menopause care programme with Maven
🏥 Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs
🌎 Sabbatical Program: 5-week paid sabbatical available after 5 years of employment
At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.
Our core values are:
Only the best
We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
Ownership
We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
Relentlessly improve
We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
Bias for action
Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.
Disagree and commit
We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
Build for people
We want the world to enjoy the experiences they have with us. We are building for a future that prefers automation.
PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.
Kindly find the Privacy Notice for our recruitment process by following the link here. This document provides important information regarding how we handle your personal data throughout the recruitment journey.
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