Senior Product Manager, AI Copilot & Conversation Intelligence

A Place for Mom is a mission-driven platform that helps families find senior care through personalized support and connections to care providers. The Senior Product Manager will own advisor communication channels across phone, SMS, chat, and email, along with live transcription, AI copilot capabilities, conversation intelligence, follow-up workflows, compliance, integrations, and measurement.

Responsibilities:

• Be the product owner for our telephony systems and every advisor-to-family communication channel: outbound and inbound calling, SMS, advisor chat, and follow-up email
• Own the product strategy and roadmap for how advisors reach families across phone, SMS, and chat, and how the right channel gets chosen for each family
• Lead the product side of our move to a next-generation contact center platform: evaluation, migration, and keeping today's platform stable and current until cutover
• Treat the live transcript as a product: define the contract that real-time coaching, call scoring, the family's care profile, and advisor summaries all build on
• Balance what each consumer needs, from real-time delivery during the call to complete post-call records to structured data pulled from what the family said
• Build real-time, in-app coaching and insights that guide advisors during the call, not after it
• Build call scoring and coaching dashboards that give sales managers clear coaching opportunities, scored off our own transcripts inside our own product
• Define where leads go after referral, whether they stay with their current advisor or move to a dedicated follow-up advisor, and how they are prioritized
• Own the treatment each family receives: the mix and cadence of calls, SMS, and email, and the outreach strategy that keeps families engaged through a long decision
• Build do-not-call and consent requirements into every channel from the start, so families' stated preferences are honored everywhere
• Partner with our provider-facing teams to deliver live transfer to senior care partners across our network
• Define metrics, baselines, and targets for connection rate, calls per family, advisor coaching behaviors, and move-in rate; set hypotheses and lead learning agendas
• Instrument every launch so we know what moved the outcome, and translate what we learn into clear investment recommendations

Requirements:

• 5–8+ years of experience in product management, including shipping real-time, conversational, or communications products such as contact center, telephony, messaging, or voice
• AI-native in how you work, not just in what you build: you use LLMs and agents every day to research, prototype, analyze, and ship, running work in parallel and putting interactive prototypes in front of people instead of decks
• Hands-on experience applying LLMs to real data: you connect models directly to data sources to explore on your own, and you have used them to analyze conversations at scale, defining the signals to extract before you run the analysis
• Sound judgment on where AI belongs: you know when a deterministic system beats an agentic one, especially where attribution matters, and how to give a deterministic flow an agentic feel
• Technical fluency at the architecture level, including APIs, event streams, data models, identity resolution, and real-time transcription pipelines, and the ability to shape sequencing around technical constraints and hard dependencies
• A habit of starting with a quantifiable wedge, not the whole vision, and building reusable primitives that outlast the platform they launch on
• Comfort acting on directional signal while being explicit about confidence, paired with the rigor to validate at scale before you commit
• Proven ability to write clear requirements, run experiments, partner closely with engineering, and own delivery end-to-end
• Experience aligning sales leadership, operations, compliance, and engineering around a shared roadmap
• contact center platform migrations, speech and transcription technology, conversation intelligence or call scoring, TCPA or do-not-call compliance, marketplace or health-adjacent domains