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Salary: USD 165,000 - 195,000 / annual
A Place for Mom is seeking a Senior Product Manager to own the AI-powered communication and conversation intelligence platform that connects families with senior care advisors. This is a pivotal role in the company's mission to simplify senior care search through AI-native product building.
You will design and ship the systems advisors rely on in every conversation: communication channels (phone, SMS, chat), live transcripts, real-time coaching, and conversation intelligence. You will partner across Product, Engineering, Data, Sales, Sales Operations, and Compliance to drive measurable outcomes in connection rate, advisor efficiency, and move-in rate.
Key responsibilities include:
**Communication Channels**: Own the product strategy and roadmap for advisor-to-family communication across phone, SMS, and chat. Lead the evaluation and migration to a next-generation contact center platform while maintaining stability of the current system.
**Live Transcript as Product**: Treat the live transcript as a core product, defining the contract that real-time coaching, call scoring, family care profiles, and advisor summaries build upon. Balance delivery needs from real-time during-call access to complete post-call records and structured data extraction.
**Copilot and Conversation Intelligence**: Build real-time, in-app coaching and insights that guide advisors during calls. Create call scoring and coaching dashboards for sales managers to identify coaching opportunities based on internal transcripts.
**Follow-up and Nurture**: Define lead routing post-referral, prioritization logic, and the mix/cadence of outreach across calls, SMS, and email to keep families engaged through the decision process.
**Compliance and Integrations**: Build do-not-call and consent requirements into every channel. Partner with provider-facing teams to enable live transfer to senior care partners.
**Measurement and Experimentation**: Define metrics and baselines for connection rate, calls per family, advisor coaching behaviors, and move-in rate. Instrument launches to understand impact and translate learnings into investment recommendations.
Success in 12 months means: next-gen contact center platform live with live transcription flowing into product; real-time in-call coaching piloted with measurable behavior change; sales managers coaching from internal call scoring dashboards; improved connection rate and reduced calls per family while maintaining move-in rate; live follow-up/nurture model attributable to outcomes; compliance built into every channel with no regressions.
**Requirements**:
- 5–8+ years of product management experience, including shipping real-time, conversational, or communications products (contact center, telephony, messaging, voice)
- AI-native work habits: daily use of LLMs and agents for research, prototyping, analysis, and shipping; preference for interactive prototypes over decks
- Hands-on experience applying LLMs to real data: connecting models to data sources, analyzing conversations at scale, defining extraction signals
- Sound judgment on AI placement: knowing when deterministic systems outperform agentic ones, especially where attribution matters
- Technical fluency at architecture level: APIs, event streams, data models, identity resolution, real-time transcription pipelines; ability to shape sequencing around technical constraints
- Habit of starting with quantifiable wedges and building reusable primitives
- Comfort acting on directional signal while being explicit about confidence; rigor to validate at scale before commitment
- Proven ability to write clear requirements, run experiments, partner with engineering, own delivery end-to-end
- Experience aligning sales leadership, operations, compliance, and engineering around shared roadmaps
- Bonus: contact center platform migrations, speech/transcription technology, conversation intelligence/call scoring, TCPA/do-not-call compliance, marketplace or health-adjacent domains
