[Hiring] Staff Product Manager, Conversational AI @Trellis Technologies

Role Description

Trellis is hiring a Staff Product Manager to own how and when conversations happen within our conversational AI platform. You will:

• Own conversation quality by reviewing transcripts, calls, and SMS across sales, voice AI, and CS.
• Identify where conversations break down: dead ends, confusion, tone issues, missed intent.
• Own the metrics by creating projects and experiments that shift targets like answer rate, conversion, and time to monetization.
• Run experiments to test prompts, messaging, timing, and flows.
• Use AI as a real tool to surface patterns, draft prompts, and validate ideas.
• Partner with Analytics to answer key questions and act on insights.
• Define success by establishing and tracking metrics like completion, escalation, sentiment, and time-to-resolution.
• Expand Abby across Gen Digital by helping bring conversational AI into new products and partners.
• Be the user's voice by grounding decisions in real conversations.

Qualifications

• 7+ years in product experience with conversational AI, messaging, or adjacent fields (MarTech, CRM, lifecycle).
• Strong experimentation skills with experience running A/B tests.
• Lifecycle/engagement background with experience in SMS, voice, email, or similar channels.
• LLM familiarity, comfortable with prompts, evals, and conversational design.
• Data fluency, able to work in SQL/Looker and use data for decision-making.
• AI-native workflow, tools like Claude are part of your thinking and work.
• Strong product instinct, especially for real-time, multi-step interactions.
• Excellent written and verbal communication skills.
• Proven senior individual contributor, comfortable owning outcomes in fast-moving teams.

Requirements

• Experience in insurance, fintech, or another regulated industry (bonus).
• Background in conversational design, UX writing, or CX operations (bonus).
• Familiarity with evaluating ML outputs to guide user flows (bonus).
• Light Python or notebook experience (bonus).

Benefits

• Flexible vacation policy.
• Health insurance starts on day one.
• Wellness programming to support work-life balance.
• 401(k) and HSA contributions, FSAs, bonuses, and equity opportunities.
• Paid parental leave.