Senior Product Manager

Company Overview At ASAPP, our mission is simple: deliver the best AI-powered customer experience—faster than anyone else. To achieve that, we’re guided by principles that shape how we think, build, and execute. We value customer obsession, purposeful speed, ownership, and a relentless focus on outcomes. We work in tight, skilled teams, prioritize clarity over complexity, and continuously evolve through curiosity, data, and craftsmanship. We’re seeking technologists and problem solvers who thrive in fast-paced environments, love collaborating with great talent, and approach every day like it’s Day 1. We're a globally diverse team with hubs in New York City, Mountain View, Latin America, and India. If you're driven by continuous learning, rapid pivots, and the challenges of building in a high-growth startup, we’d love to talk. This is more than a job—it’s a journey. Role Overview This is not a coordination role. You will own ASAPP’s voice technology stack end to end — from the moment a call reaches our platform, through the agentic experience, and back to the caller. Voice is a load-bearing channel: if latency, transcription, or turn‑taking break down, customers cannot deploy our solution in their call centers and deals do not close. You will set and execute the strategy for the voice product surface — the voice pipeline (ASR, TTS, streaming, and the underlying model bets), our commercial relationships with voice technology vendors, and the telephony integrations that connect our solution to customers’ CCaaS stacks. You will work directly with engineering leads across these areas and will be the PM voice in conversations with customers, account teams, and executive stakeholders. Our customers — airlines, large insurance companies, and other frontier enterprises — are agentifying their customer experience and call center operations, and want voice solutions that raise the bar for both their customers and their agents. The scope will evolve as our AI architecture evolves, so the strongest candidates will be comfortable shaping a moving target — and will bring the technical depth to anticipate what the right target is. Responsibilities Voice pipeline: Own the voice pipeline — ASR, TTS, streaming, latency, evals, and the underlying model bets — and manage the roadmap of technology investments. Voice roadmap: Define and execute the voice roadmap. Our customers are agentifying their customer experience and call center operations and want voice solutions that deliver the best experience for both their customers and their call center operations. Vendor management: Manage the commercial relationships with our third‑party voice technology providers and partners, including build‑versus‑buy decisions as the vendor landscape shifts. Platform alignment: Work closely with our technical teams to ensure voice investments stay aligned with the underlying agentic platform. Telephony integrations: Manage the telephony integrations — the conduit between our solution and customers’ CCaaS stacks. Triage inbound requests with a bias toward saying no cleanly; the framework is defined and the goal is disciplined execution, not proliferation. Strategy & roadmap: Set strategy and own the roadmap — balancing active customer commitments, tech debt, and technology bets. Customer engagement: Work directly with customers and account teams to prioritize and sequence delivery. Prioritization: Maintain ruthless prioritization: actively manage and prune the backlog; say no with clarity and evidence. Metrics: Establish metrics and telemetry for each building block of the voice pipeline as well as the end‑to‑end experience, so outcomes are measurable and decisions are data‑driven. Evaluation Criteria Growth & Abundance Mindset: You approach new domains with curiosity and learn fast. You see collaboration as additive, not competitive. When a bet does not work, you extract the signal and move on. Extreme Ownership: You take responsibility to deliver. You do not wait to be asked — you identify the gap and close it. You are the PM; the outcome is yours. High‑Velocity Outcomes: You measure yourself by outcomes, not output. You distinguish between shipping a feature and moving a metric. You can answer “what changed for the customer?” for everything on your roadmap. Effective Communication, Collaboration, and Trust: You influence without authority across engineering, design, sales, and customer success. You overcommunicate to keep stakeholders aligned. You know when to drive consensus and when to make a call. Real‑Time Feedback: You give and receive feedback continuously. You do not save it for quarterly reviews. When something is wrong, you say so directly and constructively. 5+ years of product management experience in voice technologies, enterprise B2B SaaS, and native AI platforms. Technical depth: Enough to engage credibly with engineers on voice system design and architecture — you are hands‑on and comfortable producing working prototypes. Voice stack fluency: Strong understanding of ASR, TTS, speech‑to‑speech, streaming, latency, endpointing, barge‑in, turn‑taking, and noise handling. Telephony fluency: Familiarity with telephony and contact‑center infrastructure such as SIP, call transfers, Amazon Connect, Genesys, Twilio, or similar platforms. Demonstrated ability to own a complex, multi‑surface product area with minimal oversight. Experience working directly with enterprise customers and delivery teams to translate pain into a prioritized roadmap. Comfortable operating in ambiguity and driving to clarity — you can structure an undefined problem before engineering has to. Track record of shipping: you have owned features from discovery through delivery, including the parts that are not exciting. Direct experience shipping production voice AI or real‑time conversational products. Experience with voice or telephony products, CCaaS platforms, defining voice‑specific evaluations across task completion, latency, transcription accuracy, interruptions, and conversational quality. Strong technical product judgment, especially around quality, latency, reliability, cost, and build‑versus‑buy tradeoffs. Enterprise product experience, including integrations, security, compliance, human handoffs, and production observability. Prior experience in a startup or fast‑scaling environment where the role definition evolved as the company did. Benefits Competitive compensation with stock options Comprehensive medical, vision, and dental insurance 401k matching Fitness and wellness stipend Mobile phone reimbursement Mental well‑being benefits Professional learning and development stipend Parental leave, including adoptive and foster parents 3 weeks paid time off (increases with tenure) and unlimited sick leave EEO Statement ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at View email address on click.appcast.io to obtain assistance. #J-18808-Ljbffr