Senior Product Manager (London office 3x week)

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 voice‑first platform to handle millions of conversations every day. Your mission is to extend that market‑leading experience to every text surface - starting with Webchat and WhatsApp and expanding into Email, SMS, and whatever channel comes next. We are looking for a curious and analytical Senior PM who is passionate about owning the strategy, roadmap, and execution that gets us there. You’ll collaborate with exceptional product, research, engineering, and deployment teams to ship production‑ready, LLM‑powered agents that feel as natural as talking to a human. If you’re driven to solve real user problems, insist on truth‑seeking AI, and delight in turning frontier research into intuitive, trustworthy experiences, we want to meet you.

Key Responsibilities

• Set (and own) the multi‑channel vision and objectives.
• Craft a winning strategy for Webchat, WhatsApp, in‑App Chat and the next text‑based channels.
• Define and monitor key performance indicators to assess product success and inform continuous improvement.
• Own and deliver the roadmap end‑to‑end.
• Drive discovery to iteration, aligning cross‑functional squads and keeping initiatives on time and aligned to strategy.
• Integrate and optimize LLM, RAG, and tool‑calling pipelines for text.
• Define requirements and run evaluations to optimize our technology stack to text‑based agents.
• Launch new channels into production.
• Work with clients and deployment teams to ensure new channels are launched successfully and drive end user value.
• Be the bridge between customer problems and technical possibilities.
• Have a deep understanding of the customer and new technical breakthroughs to truly challenge the future of natural language interfaces.
• Drive go‑to‑market for new vertical packs.
• Coordinate beta programs and launch kits to rollout new channels and drive OOTB ROI within specific verticals.

Required Qualifications

• 4+ years of product management delivering AI, NLP, or messaging products in production.
• Hands‑on background, comfortable reading Python, writing SQL, and debugging webhooks.
• You have a bias for action and experience using AI prototyping tools to test and validate hypotheses.
• Demonstrated success launching text‑based conversational AI at scale.
• Track record defining and moving quantitative success metrics for conversational AI solutions.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent practical experience).

Preferred Qualifications

• Experience verticalising conversational solutions for healthcare (HIPAA, PHI) and financial services (PCI‑DSS, FFIEC) regulatory environments.
• Deep familiarity with WhatsApp Business API, web‑socket or webhook architectures, and common live‑chat SDKs.
• Prior ownership of multi‑modal (voice + chat) conversational platforms or agentic‑AI features.
• Background in a high‑growth startup.

We offer competitive compensation based on experience, expertise, and the level of responsibility. This role also includes equity, giving you the opportunity to share in the long‑term success of the business. The listed expectations reflect what we’re hiring for, so we encourage you to review the job description carefully.

Benefits

• 💰 Participation in the company’s employee share options plan
• 🏝 25 days holiday, plus bank 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

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 don’t 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 are hyper‑focused on delivering the best automated experiences possible so that we can empower people to get exactly what they need, when they need it.

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.

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