[Hiring] Principal Product Manager @Newfold Digital

Role Description

The Principal PM, Agentic Experiences owns the connective layer — how a fleet of independently-built agents shows up to the customer as one coherent, trustworthy, frictionless experience, across every interface we expose: the customer portal, our APIs, MCP servers, and third-party connectors and channels.

This is a highly cross-functional, high-visibility individual contributor role for someone who thinks in systems, has strong product taste, and can operate in a product-led organization where influence matters more than reporting lines.

What you’ll do & how you’ll make your mark:

• The agent experience architecture:
  • Define the end-to-end model for how agents are discovered, invoked, handed off between, and held accountable to the customer.
  • Own the shared primitives — identity and permissions, context and memory, intent routing, hand-off and escalation, human-in-the-loop approval, transparency and traceability, guardrails and fallback.
• Connecting the dots to the customer:
  • Translate a portfolio of internally-owned agents into a single customer narrative: what the customer can ask for, what happens when they do, how they know it worked, and what it costs.
  • Own the customer journey across agents, not just the agents.
• The interface surface strategy:
  • Set the strategy for how agentic capability is exposed across:
    • Portal — conversational and ambient agent surfaces inside the logged-in experience, alongside and eventually in place of traditional navigation.
    • APIs — clean, agent-consumable contracts over our commerce, hosting, domains, and account systems.
    • MCP — our capabilities as tools that both our own agents and external agents (Claude, ChatGPT, IDEs, partner platforms) can call safely.
    • Connectors & channels — bringing our agents to where the customer already works, and bringing their tools into ours.
• Standards and the operating model:
  • Establish the shared patterns, quality bars, and interaction standards that let a dozen teams ship agents independently without fragmenting the experience.
  • Define what "good" looks like — latency, accuracy, containment, escalation, tone, disclosure — and the review mechanism that holds it.
• Measurement:
  • Define the metric framework for agentic experience: task success and completion rate, hand-off and containment, time-to-value, trust and intervention rates, and the downstream commercial impact on conversion, attach, and retention.
• Roadmap and influence:
  • Build the multi-quarter roadmap for the connective layer, and drive alignment across product, engineering, data, design, care, and marketing to sequence it.
  • Partner especially closely with Data & Personalization — agents are only as good as the context and signals they act on.

Qualifications

• 10+ years in product management, including significant time on platform, API, or ecosystem products, and time on customer-facing experiences.
• Demonstrated ownership of an AI or agentic product surface — assistants, copilots, automation, orchestration, or tool-calling systems in production, with real users and real accountability for outcomes.
• Deep technical fluency — able to hold a credible design conversation about LLM orchestration, tool and function calling, MCP, RAG and context strategy, evals, latency and cost trade-offs, and where the failure modes live.
• API and platform product judgment — understands what makes an interface a good contract, with opinions about versioning, permissions, and developer experience.
• Systems thinker, experience-obsessed — naturally sees the seams between products and cares when a customer hits one.
• Exceptional influence without authority — can align senior stakeholders across a matrixed, product-led organization, and drive convergence on standards teams actually adopt.
• Strong written communication — able to write the documentation that makes twelve teams agree.
• Bias to ship — prefers to land a real, narrow agentic journey end-to-end this quarter than a perfect framework next year.

Nice to have:

• Experience in hosting, domains, web presence, SMB SaaS, or e-commerce.
• Experience with agent evaluation and observability tooling.
• Experience building or publishing MCP servers or public developer platforms.

What Success Looks Like:

• First 90 days: a shared, agreed map of every agent in flight across the business; a documented target-state agent experience architecture; one prioritized customer journey selected for end-to-end stitching.
• Six months: that journey shipped across at least two interfaces (portal plus API or MCP), with a live measurement framework and adopted interaction standards.
• Twelve months: a functioning connective layer other teams build on by default, measurable improvement in task success and time-to-value, and a credible external agent story for partners and third-party platforms.

Compensation

The target compensation range for this position is $160,000 to $210,000 annually. Individual salaries are determined by various factors including, but not limited to: candidate’s qualifications, such as skills, education, and experience, as well as internal equity and market conditions.