Invoca

• Design & Optimize Implementation Strategies: Develop new engagement models to support varying customer needs, from enterprise rollouts to strategic phased deployments. Improve and refine the methodology for complex implementations, ensuring scalability and efficiency. Identify themes and develop best practices to positively impact future implementations. • Lead High-Touch, Enterprise Implementations: Build and establish strong relationships with enterprise customers, collaborating to understand business objectives and tailor implementation strategies. Oversee multi-phase implementations with complex technical integrations, ensuring timely completion and successful execution. Assist customers in deploying Invoca’s JavaScript, integrating with MarTech platforms, and optimizing workflows. Become an expert on the Invoca platform, training customers on core functionalities, integrations, APIs, and webhooks. • Agentic AI Expertise: Lead the deployment of Agentic AI workflows, ensuring autonomous agents are properly integrated into the customer’s broader MarTech ecosystem. • Executive Stakeholder Management: Facilitate steering committees, ensuring key stakeholders are aligned on project milestones, risks, and strategic goals. Act as a trusted advisor to customer executives, influencing decisions and ensuring project success. • Resource Management: Maintain accurate project records, track milestones, and ensure adherence to implementation Service Level Objectives using project management and CRM tools. • Executive Communication & Risk Mitigation: Proactively identify potential risks, dependencies, and roadblocks in enterprise projects, escalate as necessary, and develop mitigation strategies to ensure a positive implementation experience. Provide clear, data-driven reporting to executive leadership on implementation performance, customer adoption trends, and engagement impact. • Cross-Functional Collaboration: Work closely with Sales, Sales Engineering, Product, and Customer Success teams to ensure smooth pre-sales to implementation transitions. Gather insights and advocate for enterprise customer needs with Product & Engineering, influencing feature enhancements and roadmap decisions. • Global Market Alignment: Maintain an early-morning Central or Eastern Time (CT/ET) schedule to provide direct implementation oversight and real-time consultation for UK and European customers.

• Own and manage a portfolio of Healthcare customers, deeply understanding their business goals, patient-acquisition strategies, and operational challenges to drive engagement and success. • Develop and execute strategic account plans that maximize adoption, retention, and expansion across each account. • Use data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message to the right customer at the right moment. • Apply AI in your day-to-day workflow – using AI-assisted tools to analyze account health, surface risks and opportunities, prepare business reviews, and personalize customer communications at scale – so you spend more time on high-value strategic work. • Confidently articulate the value of Invoca’s AI-powered conversation intelligence to customers, translating platform capabilities into outcomes that matter to healthcare marketers, patient-access leaders, and contact center teams. • Act as a strategic consultant, providing best practices and tailored solutions for each customer’s needs, with sensitivity to healthcare regulatory and privacy considerations (e.g., HIPAA/PHI handling). • Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings. • Proactively identify risks and opportunities, mobilizing internal teams (Sales, Product, Marketing, and Support) as needed. • Advocate for customers internally, providing feedback that influences product development and innovation. • Foster long-term relationships that drive high satisfaction, advocacy, and loyalty.

Role Description As Senior Product Manager, Data Platform & Intelligence, you will own the roadmap and execution for Invoca's data and context layer and the intelligence products that sit on top of it. This is not a single-feature role. You'll be working across a technically complex, dependency-heavy domain — owning the pipelines that feed AI agents, the scores and signals that customers pay for, and the data applications that teams across Invoca depend on. The most important decisions in this role live at the boundary between data infrastructure and product experience. You will operate as a senior individual contributor reporting to the VP of Product, with broad influence across AI engineering, data science, and product teams — and a direct line to new revenue through the intelligence products you define and launch. You Will: - Own the end-to-end roadmap for Invoca's data platform and intelligence products - Define and launch intelligence products — signals, scores, and insights — that create measurable value for both internal teams and paying customers - Define how context is structured, staged, and delivered to AI agents across voice, SMS, and web — ensuring every interaction is grounded in the right data at the right time - Own the intelligence and data products that other teams and customers use to build unique experiences on top of Invoca data - Drive cross-team execution across teams working on the agentic platform, conversational AI products on voice and SMS, signals, and insights — managing dependencies, driving prioritization, and keeping work unblocked - Build data applications and agents on our data lake that power product use cases across the business — from agent performance measurement to customer outcome analytics - Partner with data engineers and ML teams to make principled tradeoffs across data freshness, coverage, latency, and cost - Define success metrics for data products and continuously measure impact through adoption, coverage, agent performance, and quality signals - Evaluate build vs. buy decisions for data infrastructure and guide vendor integrations behind stable, well-defined contracts - Stay current on advancements in retrieval, grounding, and context injection patterns — translating signal into pragmatic product decisions Qualifications - 5+ years of product management experience, with meaningful time in data platforms, AI infrastructure, analytics products, or intelligence products - Technical fluency sufficient to partner closely with data engineers and AI teams — comfortable in architecture discussions, familiar with data modeling, pipeline design, and schema evolution - Hands-on experience working with data lake or data warehouse platforms (e.g., Snowflake, BigQuery, Redshift, or similar) — you understand how data products are built, governed, and consumed at scale - Experience building intelligence products — signals, scores, insights, or recommendations — that both internal teams and external customers depended on - Familiarity with evaluation approaches for data-driven AI systems — you have a point of view on how to know whether a context or signal pipeline is actually working - Experience in enterprise SaaS or compliance-heavy domains where data governance, auditability, and multi-tenant isolation are core design constraints, not afterthoughts - Strong execution ownership — you drive prioritization, own cross-team dependencies, and unblock your team without waiting to be asked - Ability to move fast with imperfect information — this is a fast-moving AI environment; the bar is calibrated judgment, not perfect context - Clear communicator who can translate complex data and AI concepts for both engineering and business stakeholders without losing precision on either side - Track record of making principled tradeoffs across data quality, latency, cost, and reliability in complex systems Requirements - Location: This is a remote-first role. We are currently hiring in the following locations: - United States: Greater Los Angeles Area (including Santa Barbara and San Diego), SF Bay Area, Denver Metro, Austin Metro, Chicago Metro, Greater NYC Area - Canada: Toronto (AI/ML technical roles only) - Candidates must be based within ~2 hour drive of these areas. Occasional business travel may be required. - Please note that we are unable to provide initial visa sponsorship for this position. Benefits - Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed. - Paid Holidays – Invoca provides 16 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family. - Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options so you can choose what works best for you and your family. Fertility assistance is also included. - Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%. - Stock Options – All employees are invited to share in Invoca’s success through stock options. - Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program. - Paid Family Leave – Up to 6 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members. - Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs. - InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service. - Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more. - Position Base Range - Salary Range $139,000 - $200,000 plus bonus + equity Diversity, Equity & Inclusion Invoca is committed to building an inclusive culture that values diverse perspectives and experiences. We are proud to be an equal opportunity employer and do not discriminate based on race, color, ancestry, religion, gender identity, sexual orientation, age, or disability.

• Own the end-to-end migration and architectural overhaul of user-facing documentation • Audit, declutter, and structurally organize internal Confluence space • Embed into engineering and product squads as a hands-on coach • Champion product delivery infrastructure and maximize efficiency • Drive operational alignment through planning and executing high-impact meetings • Leverage product analytics to build robust analytical frameworks

• Personally own the design of our most strategic, complex, and foundational platform experiences: the work that sets the tone for everything else • Lead user research and discovery on the hardest, most ambiguous platform problems: get in front of customers, synthesize what they're actually trying to do, and translate insight into product opportunity. The proactive ideas you bring to product leadership come from this work, not from a deck. • Drive the end-to-end design process on those initiatives: discovery, exploration, prototyping, validation, and ship-quality execution • Bring proactive ideas, opportunities, and prototypes to product and engineering leadership that influence roadmap direction; not just react to Product Briefs • Establish and evolve the design language, interaction patterns, and AI-native paradigms that define how Invoca looks, feels, and works • Operate at the boundary of design and front-end development: designing in code where it's faster, partnering directly with engineers on implementation, and closing the gap between design intent and shipped product • Manage, coach, and grow a team of product designers: give direct feedback, develop people into stronger designers, and build a design culture where the work gets better every cycle • Set and uphold the quality bar across every surface of the platform; review work consistently, and don't let inconsistent or middling design ship • Own platform-level UX cohesion: ensure individual designers' workstreams add up to one coherent product, not a federation of features • Partner with PMs and tech leads to build design fluency across the broader product org. Not every design decision will run through your team, and you'll help ensure the people making those decisions are equipped to make them well • Define how the design org operates: rituals, critique culture, design ops, tooling and the integration of AI-assisted workflows that keep the team's velocity matched to the pace of AI-accelerated engineering • Extend that operating model beyond the design team: give PMs, tech leads, and engineers the patterns, components, guardrails, and feedback loops they need to make strong design decisions on the work that doesn't run through your team • Partner closely with Product Management & Engineering leadership as a peer voice in shaping strategy, prioritization, and roadmap.

• Be a hands-on creator of social media content, including posts, polls, native carousels, short-form video, multi-image posts, PDFs, infographics, and other high-performing social content. You bring a strong command of what formats drive engagement on each platform. • Engage and grow our customer and partner community on social platforms. • Identify emerging trends and opportunities, driving social-first pilots and experimenting with new content types and the latest social media innovations. • Contribute to and execute against an overarching social media strategy, including always-on content, community engagement, influencer programs, and associated creative. • Create and publish monthly content calendars in addition to bi-monthly planning, featuring input from different teams to ensure content is strategic and data-driven. • Drive social campaigns, programs, and marketing initiatives, including a robust macro/micro-influencer program (including industry-specific, key media, analysts, investors, peers, and partners) to align with product launches and relevant trends/news. • Drive internal comms social sharing to bring fresh content to the organization. • Execute and report on integrated brand campaigns, working cross-functionally with various departments and GTM teams to translate brand campaign objectives into social-first content. • Collaborate with the inbound demand generation and paid social team to create and deliver innovative, best-in-class organic social campaigns. • Analyze social media performance, share meaningful insights, and actively suggest new ways to improve engagement across all platforms and emerging outlets. • Maintain a deep understanding of social media metrics, data analysis, and key learnings as they relate to industry benchmarks and best practices.

• Lead End-to-End MLOps and Productionization: Architect, implement, and maintain CI/CD pipelines for ML artifacts — including model evaluation, versioning, and automated deployment. Serve as the primary SME for operational excellence across the Invoca ML stack. • Design and Optimize SLM/LLM Deployment: Own the full inference infrastructure: model serving on Triton Inference Server, Baseten, and Kubernetes-based GPU infrastructure. Profile and tune for low latency and high throughput, and build robust, scalable APIs for internal and external model access. • Fine-Tune Language Models: Apply parameter-efficient fine-tuning methods (LoRA, QLoRA, PEFT) to adapt transformer-based SLMs and LLMs for high-impact NLP applications in conversation intelligence. • Evolve ML Infrastructure: Contribute to model training infrastructure, data pipelines, and data lake foundations to keep the systems powering our models reliable and scalable. • Collaborate Across Teams: Partner closely with Data Scientists, Data Engineers, and Applied AI Engineers to build the foundational ML systems behind Invoca's agentic AI products. • Deliver Customer Value: Work with product and engineering to understand customer needs and ship ML solutions that make a measurable difference.

• Own and deliver the Mid-Market team’s revenue targets across new business and expansion, including monthly, quarterly, and annual quotas. • Build and maintain accurate forecasts; proactively identify risks and develop mitigation plans. • Drive pipeline velocity by coaching reps on deal strategy, qualification, negotiation, and close plans. • Personally engage in strategic deals as a player-coach to accelerate outcomes and model excellence. • Recruit, hire, onboard, and retain a high-performing team of Mid-Market Account Executives. • Coach and develop individual contributors through regular 1:1s, call reviews, pipeline reviews, and structured feedback. • Set clear performance expectations, hold the team accountable, and manage underperformance directly and constructively. • Create a culture of urgency, accountability, continuous improvement, and winning. • Develop and execute a Mid-Market go-to-market strategy aligned with Invoca’s broader sales and company objectives. • Design and refine the team’s sales plays, account segmentation, and territory plans for maximum coverage and efficiency. • Collaborate with Marketing on demand generation campaigns, event strategy, and inbound/outbound pipeline development. • Partner with Customer Success and Sales Engineering to ensure seamless handoffs, strong post-sale outcomes, and expansion opportunities. • Establish and track key performance indicators (KPIs) including pipeline creation, win rates, deal cycle times, average deal size, and activity metrics. • Run effective team meetings, QBRs, and forecast calls with clear agendas and actionable takeaways. • Maintain CRM hygiene and ensure the team operates with discipline in Salesforce. • Leverage AI tools and data insights to improve team productivity, deal intelligence, and decision-making.

• Identify and prioritize high-impact AI use cases across Marketing, Sales, and Customer Success in partnership with Revenue Operations, aligning initiatives with business priorities to improve field productivity, conversion, and customer outcomes • Design and implement AI-driven workflows and agentic solutions across the GTM tech stack, embedding AI into core processes like pipeline inspection, lead prioritization, deal coaching, and customer engagement • Build and scale automation and intelligence layers on top of Salesforce and the broader GTM stack, leveraging LLMs and modern AI tools to evolve manual processes into intelligent, automated workflows • Integrate AI into platform design in close collaboration with Systems & Architecture, ensuring alignment with data models, governance standards, and long-term architecture • Leverage GTM data to power AI-driven insights and workflows, ensuring high-quality inputs and outputs for confident decision-making • Stay ahead of AI and GTM technology trends by rapidly evaluating, testing, and scaling new tools and approaches.

• Own End-to-End Operational Process & Procedure • Design and govern GTM operational processes across the full revenue lifecycle — from the first Marketing touch through Customer Success retention • Define lifecycle stage definitions, entry/exit criteria, and cross-functional handoff standards, ensuring they are consistently applied and improved over time • Govern lead routing, account assignment, territory execution, and workflow design across all GTM functions • Own pipeline governance and inspection frameworks in partnership with the Revenue Strategy, Planning & Analytics pillar • Identify and systematically eliminate operational friction across the revenue lifecycle • Translate Business Needs into Operational Solutions • Act as the primary translator between business strategy and operational execution — defining not just what the goals are, but precisely how teams execute against them • Work directly with Sales, Marketing, and CS leadership to understand business needs and design the operational model to support them • Partner with Revenue Systems, Data & AI to translate operational requirements into scalable system design and implementation, ensuring what is defined operationally is accurately built into the tech stack • Build operational frameworks and documentation that scale with business growth and increasing organizational complexity • Ensure that AI and automation investments are grounded in sound operational process design, partnering with Revenue Systems, Data & AI on use case prioritization • Lead and Develop Your Team • Lead and develop Revenue Operations Managers covering Marketing Ops and Sales Ops, providing direction, coaching, and clear prioritization • Personally own CS Ops process design — including post-sale process optimization, customer health scoring logic, and customer lifecycle communications — as part of your end-to-end lifecycle remit • Oversee Customer Education alignment to lifecycle stages, partnering with instructional design and content managers to connect Academy learning pathways to operational lifecycle moments • Maintain content and tooling standard alignment between Customer Education and Revenue Training & Enablement • Drive Cross-Functional Alignment & Adoption • Serve as the operational liaison across Sales, Marketing, CS, and Finance leadership, representing the operational model and advocating for process integrity • Partner with Revenue Strategy, Planning & Analytics on territory execution, pipeline governance, and performance frameworks • Align operational workflow rollouts with Revenue Training & Enablement to ensure field readiness and adoption • Drive adoption of new processes and workflows across the GTM field, measuring effectiveness and iterating continuously • Continuously Improve the Revenue Engine • Bring a data-informed perspective to process improvement, leveraging analytics insights from the Revenue Strategy, Planning & Analytics pillar • Continuously evaluate operational processes for efficiency, scalability, and adoption across the field • Stay ahead of best practices in revenue operations and bring a clear point of view on how emerging tools and AI capabilities can be operationally embedded