At a Glance
- Tasks: Lead the strategy and execution for multi-channel customer service automation.
- Company: Join PolyAI, a leader in conversational AI technology.
- Benefits: Enjoy flexible working, generous holidays, and professional development opportunities.
- Other info: Be part of a diverse team that values ownership and continuous improvement.
- Why this job: Make a real impact by transforming customer service with innovative voice assistants.
- Qualifications: 5+ years in Product Management with a focus on AI and user experience.
The predicted salary is between 70000 - 90000 £ per year.
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
- Define 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.
- 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.
- 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.
- Collaborate with Go‑to‑Market for new vertical propositions.
- Coordinate beta programs and launch kits to rollout new channels and drive OOTB ROI within specific verticals.
Requirements
- 5+ years of Product Management experience.
- Experience in driving the product lifecycle from research, prototyping, iterative development and testing, to launch and optimisation.
- Excel at using qualitative and quantitative insights to inform your product strategy.
- ROI driven. You maximise the impact of your team and resources to bring the most value for our customers and business.
- You communicate at the right level, at the right time, in the right format.
- Data driven. You base your decisions on facts, not opinion, and understand how to validate assumptions and hypotheses with data.
Preferred Requirements
- Experience working on a product at scale, with an international footprint, preferably in a high‑growth environment.
- Experience using AI prototyping tools to test and validate hypotheses.
- Previous experience working on a text‑based conversational AI product.
- Track record defining and moving quantitative success metrics for conversational AI solutions.
- Familiarity with WhatsApp Business API, web‑socket or webhook architectures, and common live‑chat SDKs.
- Strong technical background.
- A Bachelor’s degree in Computer Science, Engineering, related field or equivalent practical experience in software development and products.
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.
Senior Product Manager in London employer: PolyAI
At PolyAI, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to excel in their roles. As a Senior Product Manager, you will benefit from flexible working arrangements, generous holiday allowances, and a commitment to your professional growth through annual learning opportunities. Our values of ownership, continuous improvement, and a bias for action ensure that you will be part of a team that is not only dedicated to innovation but also to making a meaningful impact in the world of conversational AI.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Product Manager in London
✨Tip Number 1
Network like a pro! Reach out to folks in your industry, especially those at PolyAI. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by diving deep into PolyAI's products. Understand how our voice assistants work and think about how you can contribute to the multi-channel vision.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to drive product decisions in the past. We love data-driven thinkers!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we’re always on the lookout for passionate candidates like you!
We think you need these skills to ace Senior Product Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Product Manager role. Highlight your experience with multi-channel strategies and any relevant AI projects you've worked on. We want to see how your skills align with our mission!
Showcase Your Data Skills:Since we’re all about data-driven decisions, don’t forget to include examples of how you’ve used qualitative and quantitative insights in your previous roles. This will help us understand your analytical mindset and how you can contribute to our team.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to communicate your achievements and experiences. We appreciate a well-structured application that makes it easy for us to see your potential!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at PolyAI!
How to prepare for a job interview at PolyAI
✨Know Your Product Inside Out
Before the interview, dive deep into PolyAI's products and services. Understand how their voice assistants work and the impact they have on customer service. This knowledge will help you articulate your vision for the multi-channel strategy and demonstrate your passion for the role.
✨Prepare Data-Driven Insights
Since the role requires a data-driven approach, come prepared with examples of how you've used qualitative and quantitative insights in your previous roles. Be ready to discuss specific metrics you've defined and how they informed your product strategies.
✨Showcase Your Collaborative Spirit
Highlight your experience working with cross-functional teams. Prepare anecdotes that illustrate how you've successfully collaborated with product, research, engineering, and deployment teams to deliver impactful results. This will show that you can be the bridge between customer needs and technical possibilities.
✨Emphasise Continuous Improvement
PolyAI values relentless improvement, so be ready to discuss how you've iterated on products based on user feedback and performance metrics. Share examples of how you've driven discovery to iteration, ensuring that your initiatives are always aligned with strategic goals.
