Level AI

• Design and build scalable backend systems powering AI Agents that operate in real-time enterprise environments • Develop agent orchestration frameworks (multi-step reasoning, tool usage, decisioning workflows) • Build systems for agent memory, context management, and state persistence across interactions • Architect low-latency inference pipelines integrating LLMs, SLMs, and external tools/services • Implement evaluation (evals) frameworks to measure agent performance, accuracy, and reliability • Enable continuous improvement loops (feedback → retraining → deployment) for AI agents in production • Design and manage event-driven, asynchronous workflows for complex agent tasks • Optimize systems for high throughput, low latency, and cost-efficient inference at scale • Build and maintain robust APIs and service layers (REST / gRPC) for agent capabilities • Partner closely with Applied AI / ML teams to productionize models and agent behaviours • Collaborate with Product and Solutions teams to translate real customer workflows into agentic systems • Drive best practices in observability, monitoring, safety, and guardrails for AI systems • Contribute to architecture decisions for scaling multi-tenant, enterprise-grade AI platforms

• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients. - Successfully handle onboarding of multiple clients simultaneously - Understand clients' business objectives - Understand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to  meet their needs - Collaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues. - Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients. - Identify opportunities for upselling and cross-selling our solutions to existing clients. -Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions.

• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients. • Successfully handle onboarding of multiple clients simultaneouslyUnderstand clients' business objectives • Understand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to meet their needs • Collaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues. • Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients. • Identify opportunities for upselling and cross-selling our solutions to existing clients. • Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions.

• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients. • Successfully handle onboarding of multiple clients simultaneouslyUnderstand clients' technical requirements and business objectives, and ensure that our AI-powered customer support solutions meet their needs. • Collaborate with internal teams, including sales, product development, and customer support, to address client needs and resolve technical issues. • Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients. • Identify opportunities for upselling and cross-selling our solutions to existing clients. • Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions.

• Platform-level and product-line positioning across Level AI's platform and AI core, developed in close partnership with Product and executive leadership • End-to-end GTM for product launches, including launch readiness, pricing & packaging, campaign development, internal enablement and external rollout • Develop content for customers, prospects, advocates and channels partners including emails, blogs, webinar content, uses cases/customer stories, and more. • Be Level AI expert and thought leader that can speak to the customer needs, the industry trends, and other players in the market. • The core sales content library: battlecards, decks, one-pagers, objection handling, and demo frameworks, built in partnership with Revenue and iterated based on what the field needs • Analyst relationships: briefings, inquiry prep, and contribution to major evaluations with Gartner, Forrester, and emerging CX-focused coverage • A small team of IC PMMs, setting direction, maintaining quality, and building a repeatable, high-output function

Location: US (Remote / Bay Area preferred) Experience: 4 years of Product Management experience Reports to: Head of Product About Level AI :Level AI is an AI-native customer experience intelligence platform helping enterprises deploy agentic AI systems that reason, act, and improve across high-volume customer interactions. Our products power real-world contact center workflows and deliver measurable business outcomes at scale. Role Overview : We’re looking for a Senior Product Manager to help build and scale agentic AI systems at Level AI. In this role, you will work closely with Engineering, Applied AI/ML, Design, and customer-facing teams to ship production-ready agentic capabilities and make them successful in real customer environments.This role emphasizes execution, customer impact, and production rigor, with opportunities to grow into broader platform ownership over time. What You’ll Do: Define and execute product initiatives for agentic AI systems, with a focus on measurable customer and business outcomesOwn significant parts of the agentic system lifecycle, including orchestration, decisioning, evaluation, and iterationContribute to building a repeatable framework for launching, evaluating, and improving agentic capabilities across customersHelp define how agentic systems are measured and improved in production, balancing autonomy with safety and reliabilityPartner closely with Engineering, Applied AI/ML, Design, and Solutions teams to ship production-ready systemsWork directly with customers to understand workflows, requirements, and success criteriaDrive customer-informed prioritization by staying close to live deployments and real usage patternsSupport best practices for agent evaluation, iteration, and safe rolloutRepresent the product in customer conversations, demos, and feedback sessions What We’re Looking For: Required - - 4 years of Product Management experience, preferably with AI-driven or platform products - Experience shipping and iterating on production software systems - Exposure to LLMs, agentic systems, or AI-powered workflows (hands-on or via close partnership) - Strong customer-facing skills and comfort working with enterprise customers - Ability to translate ambiguous problems into clear product requirements - Excellent collaboration and communication skills Nice to Have: - Experience with conversational systems, automation, or real-time decisioning - Familiarity with AI evaluation concepts, human-in-the-loop systems, or feedback loops - Experience working in enterprise SaaS or B2B platformsTechnical background or strong comfort working with engineering and ML teams Why This Role at Level AI - Work on real production agentic AI systems, not experimentsHigh exposure to customers, data, and real-world outcomes - Opportunity to grow into broader platform or Principal-level ownership - Meaningful impact on how enterprises adopt and trust AI

• Own the revenue and key relationships associated with an assigned customer portfolio • Develop strong relationships with key customer stakeholders across functions and job levels to gain the insight needed to link to value and foster advocacy for Level AI. • Partner with the Technical Account Management team to drive the adoption required to achieve the outcomes that drove the Level AI purchase decision and challenge the customer to continue to maximize the return on their Level AI investment. • Earn the right to renew contracts while Identifying opportunities for account growth via, upselling and crossselling Level AI solutions • Serve as a voice of the customer and influence product roadmap • Track account health, proactively address risks, and ensure high customer retention • Participate in quarterly business reviews (QBRs) and regular value updates • Collaborate with Implementation and Support teams to ensure customer success throughout the journey

• Own the sales experience while building and managing relationships with key decision-makers and executives at Fortune 1000 companies. • Responsible for holding a discovery call, giving the prospect a product demo. • Prospect for new clients, design product presentations and business cases, develop and deliver proposals, negotiate and close contracts • Partner closely with Product, Marketing ,and Engineering to deliver an exceptional customer experience. • Responsible for development and delivery of on-site and virtual product demonstrations. • Responsible for representing the product to customers and at field events such as conferences, seminars, etc. • Responsible for scoping, managing and executing customer pilots and POCs • Communicate and collaborate with customers and partners to understand their business needs and provide solutions to meet their specific requirements.

• Innovate, build, and invent on behalf of customers • Plan, execute and maintain entire products/features for millions of customers • Design and code solutions for broadly defined problems • Drive best practices and engineering excellence • Collaborate with team to develop architecture and design of systems • Work in an agile environment to deliver high-quality products

• Own end-to-end execution of AI agent deployments from discovery and scoping through launch and optimization. • Configure agent workflows, decision logic, and automation behaviors to maximize accuracy, reliability, and business outcomes. • Implement guardrails and validation frameworks to ensure safe, compliant, and predictable agent performance. • Build, test, and validate integrations with enterprise systems (e.g., CRM, ticketing, telephony, data platforms). • Partner with customer technical stakeholders to define success criteria, gather requirements, and deliver against timelines. • Translate customer needs into clear implementation plans and documentation. • Run tight feedback loops with Engineering and Product to improve platform capabilities. • Collaborate with Product, Engineering, Design, and GTM teams to deliver repeatable, best-in-class deployments.