Principal Product Manager (Agent Experience & AI)

Principal Product Manager, Agent Experience & AI JOB TITLE: Principal Product Manager, Agent Experience & AI LOCATION: Hybrid, New York, NY REPORTS TO: Head of Product, Customer Experience The Company Sunbit builds financial technology for real life. Our AI-native platform helps more people get to “yes” at the moments that matter with personalized offers, transparent terms, and no added consumer fees. In stores, practices and service centers across the country, Sunbit provides a fast, fair pay-over-time option. For everything else, the Sunbit Credit Card delivers a modern, no-fee credit experience managed in a powerful mobile app. We are guided by people-centered values: Serve Others Before Self, Include Always, Connect Genuinely, Innovate for Good. These values shape how we build, how we support customers and merchants, and how we work with each other. What makes Sunbit different is an AI-native infrastructure that runs through the full customer and merchant journey. Our interconnected AI systems power instant decisioning, streamline fraud checks with human-in-the-loop safeguards, and enable highly personalized offers at scale. The result is a quick, fair, and simple experience for consumers and merchants. We pair this technology with inclusion and transparency. Sunbit delivers industry-leading approval rates — 90%+ in auto service and 85%+ in dental — while maintaining zero consumer fee-based revenue. It is a better way to serve people and merchants, proven at scale. Today, Sunbit is available across nationwide, in-person merchant network of 30,000+ locations spanning auto service centers, dental and optical practices, veterinary clinics, and other specialty services. We help teams say “yes” more often and help customers move forward with confidence. What You’ll Own The Digital Platform Strategy: Own the end-to-end product lifecycle for the Agent Experience. You will apply the same rigor found in top-tier B2C or SaaS products to our internal ecosystem—focusing on performance, low-latency data, and "zero-training" UI. AI Chat & Voice Products: Architect and deploy automated servicing channels that actually work. You will move beyond simple bots to build high-quality AI Voice and Chat Agents that handle complex financial transactions with precision and empathy. Build It Right the First Time: We prioritize Quality over Quantity . You will be responsible for the architectural integrity and scalability of the platform. You value a clean, robust foundation over a high volume of low-impact features. The Outcome (The P&L): You will partner with business stakeholders to define and own the OKRs that matter: Cost Per Interaction (CPI), First Contact Resolution (FCR), and AI Containment Rates. Cross-Functional & Technical Diplomacy: You are the connective tissue between Technology, Operations, Risk, Compliance, and Legal. You ensure our digital products are "Compliant by Design" and technologically superior. The Ideal Profile Product-First Mindset: You are a "Digital Product Person" through and through. You understand how to build software that scales, how to manage a technical roadmap, and how to prioritize based on data-backed outcomes. AI & Conversational Mastery: You have a track record of shipping AI-driven products, specifically in Voice and Chat . You understand the mechanics of NLP/NLU and real-time intelligence tools like Cresta . FinTech Expertise: You have extensive experience in Financial Services or FinTech . You know how to build innovative digital products that navigate the complexities of a regulated industry. Technical Fluency: You speak the language of engineering. You are comfortable discussing API contracts, system architecture, and technical trade-offs. Design Thinking: You believe that internal tools should be beautiful and efficient. You use research and data to eliminate friction from every digital interaction. Requirements What You Bring To The Table 6+ years in Product Management , specifically building and scaling modern digital products. A portfolio of delivering high-quality software where stability and scalability were paramount. Deep background in Conversational AI (Voice/Chat) and automated customer servicing. Proven ability to own Business Outcomes and move needle-shifting KPIs. An AI "Power User" who leverages LLMs and modern tech to 10x your own productivity. The Perks Join one of LA’s fastest growing startups (2023), A Most Loved Workplace, #576 on the 2023 Inc 5000 list, and Forbes Fintech 50 (2024) Mission driven + empowered + collaborative Competitive pay and stock options Unlimited PTO Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Parental Leave Newly added HSA and Pet Insurance 401K Plan with Matching Cell Phone Stipend Casual Dress Team based strategic planning + Team owned deliverables How We Pay We believe in paying fairly and equitably based on a number of factors including but not limited to previous experience, relevant work history, interview performance, geographical location, internal equity, and expected level of ownership. We are targeting a salary of $160,000 - $200,000 per year for this role This role will also be granted company equity via stock options Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees. Recruitment Fraud Disclaimer We’ve been made aware of fraudsters impersonating Sunbit employees during the hiring process. Please note that all official communication will come from an @sunbit.com email address, through our applicant tracking platform @sunbit.comeet-notifications.com or directly via LinkedIn. We will never ask for your age, Social Security number, bank account details, payment of any kind, or other unrelated personal information during the application process. Our hiring process always includes interviews, either by phone, zoom, or in person, before any offer is made. If something feels suspicious, please contact us at View email address on click.appcast.io to confirm. We ask that you contact View email address on click.appcast.io only about potential instances of fraud. View email address on click.appcast.io does not reach our recruiting team directly. Your application directly through the posting is the best way to ensure that your candidacy is reviewed by our team. Due to the volume of applications, we will not respond to nor forward emails about your candidacy that are sent to View email address on click.appcast.io directly, and your email about your application will be deleted from our systems. #J-18808-Ljbffr Sunbit, Inc.