Product Manager - Customer Experience

Join the Sleep Fitness MovementAt Eight Sleep, we’re on a mission to fuel human potential through optimal sleep. As the world’s first sleep fitness company, we’re redefining what it means to be well-rested and building the most advanced hardware, software, and AI technology to make it possible. Our products power peak mental, physical, and emotional performance by transforming every night of sleep into a personalized, data-driven recovery experience.We are trusted by high performers, professional athletes, and health-conscious consumers in over 30 countries worldwide. Recognized as one of Fast Company's Most Innovative Companies in 2019, 2022, and 2023, and twice named to TIME's “Best Inventions of the Year.” We operate like a high-performance team: fast, focused, and motivated by impact. We don’t just ship; we iterate, refine, and obsess over the details that help our members sleep better and wake up stronger.Every role at Eight Sleep is a chance to create cutting-edge technology, collaborate with world-class talent, and help shape a future where sleep isn’t passive - it’s a powerful tool for living better. If you’re tired of the ordinary and driven to build at the edge of what’s possible, this is your moment. Join us and lead the movement that’s transforming how the world sleeps and what we’re all capable of when we wake up.High Standards. No ApologiesWe operate with intensity because our mission demands it. At Eight Sleep, we bring the same mindset as the world’s top performers: focused, relentless, and always pushing to be in the top 1% of our craft. Think Kobe Bryant’s mamba mentality, applied to bold ideas, next-gen tech, and flawless execution. This isn’t a 9-to-5. We’re a team that puts in the extra effort, not because it’s required, but because we care about the impact of our work. We’re here to build fast, push limits, and deliver without compromise. If you thrive under pressure and want to do the most meaningful work of your career, you’ll feel right at home. If you’re looking for something easier – this isn’t it.The role We are looking for an AI Product Manager to own and elevate our customer experience. You will be the dedicated DRI for our AI practice, spending 100% of your time training, evaluating, and improving our AI agents to deliver exceptional customer support. This role sits at the intersection of product management, AI/ML, and customer experience - perfect for someone who loves diving deep into AI systems and measuring their real-world impact.How you’ll contributeBuild and deploy AI powered tools to make the broader Customer Experience (CX) team more efficientOwn the end-to-end AI agent utility and quality for our customer support platformEvaluate AI performance rigorously - you'll be the person who can definitively answer "does this bot suck or not?"Strong Product and UX sense - there’s nothing worse than lousy internal systemsExpand coverage to more support case types while maintaining high quality standardsAnalyze customer interactions to identify gaps in AI coverage and prioritize improvementsDevelop and track KPIs for AI performance including resolution rate, accuracy, and customer satisfactionWork closely with engineers to identify and implement automation opportunitiesCollaborate with CX managers to understand agent pain points and translate them into AI improvementsCreate documentation and training materials for AI-assisted workflowsLead the development of internal AI-powered tools like our internal diagnostic tool (for troubleshooting and fixing customer issues) and AI-powered ticket analysis pipeline (for detecting trends and surfacing alerts), driving rapid prototyping and iterationPartner with AI engineers to build and evaluate AI-assisted workflows, leveraging tools like Claude and Devin to accelerate developmentDesign and run evaluations (evals) to measure the effectiveness of AI tools and identify areas for improvement What you need to succeed5+ years of experience in operations, technical ... (truncated, view full listing at source)