Product Specialist - Concierge

Product Specialist

We're hiring a Product Specialist to own whether Bilt's AI concierge says the right thing on every vertical (rentals, dining, travel, payments, mortgages, CX) and every surface (app, web, SMS, email). Sitting on the Concierge Services pod and reporting to the GM (Kush Parikh), you'll run the daily quality loop: monitor conversations in the concierge analytics dashboard, diagnose the ones that went wrong down to the layer that caused them (prompt, knowledge, tool output, or an upstream service), ship the fix, and validate it by replaying real conversations.

This is one of the most cross-functional seats at Bilt. Nearly every pod in the company builds on the concierge, and they come to you dining, rentals, property, travel, mortgage, payments and more. You'll be the person who teaches those teams to own their concierge surface, decides what belongs in knowledge versus prompt versus tool, and turns anything you do twice into an automation. You don't need to be an engineer, but you will operate git with AI tooling, review bot-authored PRs, and edit prompt YAML and knowledge files from week one a real appetite for that is essential.

In this role, you will

• Monitor concierge conversation quality daily across all verticals and surfaces, using quality flags, judge verdicts, and the issues tracker to spot bad patterns before an internal customer reports them
• Diagnose flagged conversations to the correct layer prompt, knowledge, tool output, or an upstream backend bug and drive fixes to completion, including in services owned by other teams
• Ship fixes to prompt YAML, knowledge markdown, and tool-output shaping, validating each by replaying real conversations before opening the PR
• Review concierge PRs as a codeowner, including bot-authored and contributor PRs from other pods
• Field and triage internal asks from dining, rentals, property, travel, mortgage, payments, and CX "can the concierge do X on our surface" and "why did it say Y"
• Enable pods to own their concierge surface: how to add features and prompt for their audience, what belongs in knowledge versus prompt versus tool, and how to triage conversations in the analytics dashboard
• Build automations and repo skills that convert recurring manual work investigations, monitoring, knowledge updates into systems that keep running when priorities shift
• Test in staging before ship, including daily SMS/iMessage and email checks, cross-channel tracing, and cross-pod QA on surfaces outside the concierge pod
• Watch for regressions on model changes that don't show up in aggregate scores, and design escalation logic when the concierge should hand off to a human
• Provision phone numbers, email addresses, and DNS for new merchants going live on SMS or email

In terms of qualifications, we're seeking:

• Around 3 years of relevant experience we're also open to candidates with about a year if they bring a proven technical background
• Genuine technical appetite: comfort operating git with AI tooling, reviewing PRs, and editing structured files like YAML and markdown (or a demonstrated ability to pick this up fast)
• Strong diagnostic instincts the ability to trace a problem across multiple systems and land on the actual root cause, not the nearest symptom
• Exceptional written and verbal communication you'll work with nearly every pod at Bilt and need to say "no" or "not that way" and have it land well
• Experience working with LLM-powered products, prompting, or conversational AI
• Ability to own a daily operating loop end to end with minimal supervision, and to prioritize by frequency and blast radius
• Nice to have:
• Experience building automations or agent workflows (Devin, Claude Code, or similar)
• Fintech, rewards, or loyalty experience
• Startup experience
• QA or test-plan writing experience

Benefits:

• Compensation - We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program
• Health insurance for you (& your loved ones) from day one - Enjoy a One Medical Membership, wellness stipends, family programs and more, on us. We've got you and your family covered from day one.
• 401k plan with a match - Retirement may feel more like a pipe dream than a reality but we're here to help you get there.
• Commuter FSAs - We believe the best ideas come from being together in one place. We just don't think getting there should be so expensive.
• UNLIMITED PTO - Because we believe that working hard shouldn't mean always working. Take time for you as often as you need it.
• Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.
• Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.

The salary range for a Product Specialist is $70,000 - 120,000 and will be eligible for equity and an annual performance-based bonus.