Agent UI 

The primary workspace where human agents handle live interactions — customer context, history, knowledge-assist, next-best-action, and wrap-up. The bar: cut handle time and cognitive load without hiding the moments that decide the interaction. High-density, real-time, keyboard-first. 

Control UI 

The supervisor and admin console — scorecard configuration, routing, live monitoring, QA review queues, coaching workflows, and dashboards. The bar: give one supervisor real leverage over hundreds of agents and 100% of interactions. 

Active Listening UX 

The real-time, in-call experience — live transcription, sentiment, compliance flags, and prompts surfaced mid-conversation. The bar: perceived latency and interruption cost. A prompt three seconds late is a prompt that never fired; a prompt agents don’t trust is worse than none. 

Day to day, that means:

• Own the end-to-end agent and supervisor experience across live and post-interaction surfaces. 

• Set the standard for information hierarchy, interaction ergonomics, and real-time UX in dense operator tooling. 

• Partner with design to prototype and pressure-test flows before a line of production code ships. 

• Define perceived latency and interruption budgets for each real-time assist surface. 

• Measure success in AHT, agent adoption, CSAT, and the acceptance rate of the suggestions you surface. 

What every PM here owns:

• A capability area’s backlog and specs. 

• Acceptance criteria and customer-pilot targets. 

• The customer voice in every spec review. 

• Billing-meter and RBAC scoping per feature. 

And every PM writes the one-page specs that gate every build. 

The instincts we screen for:

Your itch for taste and craft is as strong as your comfort building with AI. You care about every word on a screen; you think about information hierarchy and user psychology before visual design; and you think natively about what AI makes possible that wasn’t possible before — not chat wrappers, but agents that take real actions and resolve real problems. These two instincts rarely live in the same person. 

• 7+ years of product in B2B SaaS; contact-center, CCaaS, or developer-platform experience strongly preferred. 

• Writes crisp one-page specs that an engineer can build from without a meeting. 

• Technical enough to reason about events, plugins, and latency budgets — you don’t need a translator. 

• Has shipped to real enterprise customers on a fast cadence, with the scar tissue to prove it. 

• Reads the market. Knows the competition cold — who’s winning, why, and where they’re exposed — and has a point of view. 

• Business-fluent. Frames decisions in ARR, attach, retention, and margin. Can sell a bet to a CRO, not just to engineering. Treats pricing and packaging as product. 

• Has taste. Can tell within 30 seconds of a demo whether a flow will wow a buyer or lose the deal. 

• Shows their work. Brings a competitor teardown or packaging proposal to the final round. 

What the Workspace Product Manager specifically needs:

• Shipped complex, high-density operator or agent-facing tooling — contact center, trading, ops consoles, dev tools, or clinical/EHR. Anywhere power users live inside a screen all day. 

• Real-time or streaming UX experience: surfacing live signals without overwhelming the recipient. 

• Deep design partnership. You think in flows and states, care about every word and pixel, and can hold your own in a design critique. 

• Fluent in accessibility, keyboard-first workflows, and enterprise UX patterns for information-dense screens. 

• Treats RBAC and permissioning as a first-class UX problem, not an afterthought bolted on at the end. 

The bar:

You’ll work directly with a team that holds each other to a high bar across everything we produce: product thinking, growth, copy, demos, user research, and monetization. The environment is intense, and the learning curve is steep. We’re assembling the best product team in CX. 

Show your work: in the final round, bring a teardown of an existing agent or supervisor product’s UX — where the flow wins the demo, where it loses the deal, and how you’d rebuild one screen. 

If you belong in this room — bring the teardown — reach out.