Product Manager, CX: IFS Loops - IFS - Remote - Global

The role involves discovering and validating high ROI agent use cases such as operational automation, coordination, and internal task delegation. The candidate will work with users and stakeholders to understand workflows, challenges, and trust boundaries, prototype and iterate agent behaviors, and define the agent experience from delegation to escalation. The role requires experience with support tech stacks like Zendesk, Salesforce Service Cloud, or Jira Service Management. Responsibilities include translating use cases into product specs, owning the roadmap, and shipping iteratively. The candidate should have a proven track record in building or optimizing help centers, knowledge bases, or AI chatbots that divert support tickets. Collaboration with engineering and AI research teams is essential to align product needs with platform capabilities and support complex, multi-step, tool-using agents. Success metrics include time saved, accuracy improved, and failures recovered. The role emphasizes building scalable product foundations for long-term reuse and system generalization.