Digital Product Manager, Agentic Experiences

Safelite is an auto glass company building the next generation of customer interactions through agentic AI. The Digital Product Manager, Agentic Experiences will own a product area, lead discovery and delivery, optimize intelligent products using AI-native tools and interaction data, and partner with Design, Engineering, Analytics, and business teams to deliver measurable customer and business value.

Responsibilities:

• Own the strategy, roadmap, outcomes, and performance for a defined area of Safelite’s agentic experience portfolio
• Identify and prioritize high-value opportunities by connecting customer needs, business priorities, behavioral signals, and emerging AI capabilities
• Translate those opportunities into clear product direction, priorities, and measurable outcomes
• Make product tradeoffs based on customer value, business impact, evidence, effort, risk, and learning potential
• Maintain a clear view of current product capability, performance, and where the product should evolve next
• Lead continuous discovery with Design, Engineering, Research, Analytics, and business partners
• Develop and test hypotheses using customer insight, behavioral data, prototypes, experimentation, and emerging AI capabilities
• Use AI-enabled tools throughout discovery and delivery to explore opportunities, analyze signals, prototype concepts, and accelerate learning
• Partner closely with Design and Engineering to shape agent behavior, interaction models, capabilities, and the systems required to support them
• Bring structure and momentum to emerging opportunities where customer expectations, technology, and product patterns are still evolving
• Use AI-native tools to analyze interactions at scale, identify patterns, surface emerging issues, and uncover opportunities to improve product and agent performance
• Move between patterns across large volumes of interactions and individual conversations to understand customer intent, agent behavior, and outcomes
• Use AI to investigate performance, form hypotheses, identify root causes, and determine where changes can create the greatest customer and business value
• Use simulation, evaluation, experimentation, and behavioral signals to test ideas and understand likely impact before and after changes are introduced
• Partner with Design and Engineering to translate those insights into changes to agent behavior, product capabilities, and the broader experience
• Create a continuous feedback loop where AI helps the team understand and improve the AI-enabled products we put into the world
• Define how product and agent performance should be measured across experience quality, task completion, business outcomes, and operational impact
• Use behavioral data, analytics, evaluation results, and customer signals to develop an independent point of view on product performance
• Partner with Analytics and Engineering to ensure the product is instrumented to answer the questions that matter
• Connect product decisions to measurable outcomes and adjust direction as new evidence emerges
• Work with Design and Engineering as close partners from opportunity definition through implementation and optimization
• Partner across Operations, Contact Center, Sales, Client teams, Analytics, Technology, and other functions to connect the digital product to the broader Safelite experience
• Create clarity around priorities, decisions, dependencies, and outcomes across the team
• Communicate product direction, learning, performance, and tradeoffs clearly to partners and senior leaders
• Performs other duties as assigned
• Complies with all policies and standards

Requirements:

• Bachelor's Degree or equivalent work experience Required
• 5+ years of product management or digital product experience, including ownership of products from discovery through launch and continuous improvement
• Experience shipping conversational, AI-enabled, adaptive, or other intelligent digital products to real users
• Strong product judgment and the ability to connect customer needs, business opportunities, technology capabilities, and evidence into clear product decisions
• Demonstrated fluency using AI throughout the product lifecycle, including discovery, analysis, synthesis, prototyping, experimentation, and optimization
• Hands-on experience using AI-native tools to analyze interactions, investigate product and agent performance, identify patterns, and surface opportunities for improvement
• Experience using evaluation, simulation, experimentation, observability, and behavioral data to understand and improve intelligent products
• Strong analytical fluency and comfort moving between aggregate performance data and individual customer interactions to develop an independent point of view
• Working understanding of the technologies behind modern AI products, including models, retrieval, tool use, orchestration, evaluation, and observability
• Comfort working with APIs, integrations, identity, permissions, and the systems intelligent products need to take action
• Experience working in continuous discovery and delivery environments where learning actively shapes product direction
• Strong partnership skills with Design and Engineering and the ability to operate effectively in ambiguous, rapidly evolving product spaces
• We are looking for a product manager who has built digital products in environments where customer behavior, technology, and product possibilities evolve quickly
• You have owned a meaningful product area, worked directly with Design and Engineering, and used customer insight and behavioral evidence to shape product direction
• You are comfortable moving between strategy and detail, from evaluating an opportunity to examining individual interactions when performance does not match expectations
• You do not rely on dashboards or other functions to tell you how the product is performing
• You are comfortable working directly with the tools and evidence, investigating patterns, forming hypotheses, and developing your own point of view about where the product should improve or evolve
• Experience with conversational, AI-enabled, or agentic products is particularly relevant
• You understand that intelligent products require a different operating rhythm
• They need to be observed, evaluated, tested, and refined continuously as the technology and the people using it evolve
• Relevant experience may come from conversational AI, customer engagement platforms, applied AI teams, marketplaces, on-demand services, travel and hospitality, financial services, home services, modern automotive experiences, or other organizations building intelligent digital products
• Product Ownership. Takes accountability for a product area, its direction, performance, and evolution
• Opportunity Identification. Connects customer needs, behavioral signals, business priorities, and technology capabilities to identify high-value opportunities
• Product Judgment. Makes clear choices about where to invest, what to test, and when to change direction
• AI Product Fluency. Understands intelligent systems well enough to shape possibilities, constraints, and tradeoffs with Design and Engineering
• AI-Enabled Product Optimization. Uses AI-native tools, interaction data, evaluation, simulation, and experimentation to understand and continuously improve product performance
• Customer and Business Acumen. Connects customer behavior and product decisions to measurable business and operational outcomes
• Learning Velocity. Uses AI and evidence to shorten the path from hypothesis to learning to product decision
• Product Partnership. Works with Design and Engineering as peers in shaping the product
• Execution Discipline. Turns product direction into measurable progress while managing priorities, dependencies, risk, and outcomes
• Experience building conversational, agentic, or AI-enabled products
• Experience with AI-native conversation intelligence, evaluation, simulation, experimentation, or observability tools
• Experience using large volumes of interaction data to identify product opportunities and guide prioritization
• Experience with products that connect digital interactions to operational or real-world service delivery
• Experience working across voice, conversational, and multimodal channels
• Experience creating functional prototypes using AI-enabled development and prototyping tools