Product Manager - Knowledge

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI.

Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the role:

As the Product Manager - Knowledge, you will spearhead the development and execution of our knowledge management solutions. Your strategic vision and expertise will be pivotal in shaping products that harness AI to provide real-time assistance, enterprise search capabilities, and AI agent functionalities within contact centers. Collaborating closely with cross-functional teams, you will help own the product that transforms the effectiveness of contact center agents and forms the basis of how we leverage Knowledge across all Cresta solutions. If you’re a strategic thinker who thrives in fast-paced environments and loves solving complex problems, this is your chance to make a big impact.

If you are a passionate and experienced Product Manager with a knack for tackling problems pertaining to knowledge based assistance, and you're excited about working in the contact center space, we would love to hear from you. Apply now and join our dynamic team!

Responsibilities:

• Strategic Vision and Roadmap Development: Define and articulate the product vision, strategy, and roadmap for AI-powered knowledge solutions, ensuring alignment with company objectives and market needs. 
• Market Research and Opportunity Identification: Conduct comprehensive market research and stakeholder discovery to identify and quantify opportunities for AI and agent innovation. Stay abreast of industry trends and technological advancements to inform product direction.
• Cross-Functional Leadership: Lead and collaborate with engineering, design, sales, and customer success teams to drive the product development process from ideation to delivery. Facilitate effective communication and coordination across departments to ensure cohesive product strategies and successful launches.
• Data-Driven Decision Making: Define key performance indicators (KPIs) and utilize data analytics to measure product performance, inform decision-making, and drive continuous improvement.
• Customer and Stakeholder Engagement: Engage with customers, partners, and internal stakeholders to gather feedback, understand pain points, and refine product features to enhance user experience and satisfaction.
• Risk Management: Identify potential risks and challenges in the product development lifecycle and devise effective mitigation strategies to ensure timely and successful product delivery.

Qualifications We Value:

• Educational Background: Bachelor's degree in Computer Science, Engineering, Business, or a related field. An advanced degree or MBA is preferred.
• Professional Experience: A minimum of 6 years in product management roles within enterprise SaaS environments with 0-1 experience, focus on AI/ML-driven products related to knowledge management, enterprise search, or virtual agents. Proven experience in the contact center industry is highly desirable.
• Technical Proficiency: In-depth understanding of AI technologies, machine learning applications, and agile development methodologies. Ability to engage with technical teams to drive product development effectively.
• Leadership and Communication Skills: Demonstrated ability to lead cross-functional teams, manage complex projects, and communicate effectively with both technical and non-technical stakeholders.
• Analytical and Problem-Solving Abilities: Strong analytical skills with the capacity to translate data into actionable insights. Proven problem-solving skills and a track record of making data-driven decisions.
• Adaptability and Initiative: Self-motivated, proactive, and capable of getting things done independently in a fast-paced, dynamic environment. Ability to adapt to changing market conditions, obstacles and drive innovation. 

Perks & Benefits:

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
• Paid parental leave to support you and your family
• Monthly Health & Wellness allowance
• Work from home office stipend to help you succeed in a remote environment
• Lunch reimbursement for in-office employees 

Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US and Canada. Your recruiter can provide further details.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored.  If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected]