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Salary: GBP 80,000 - 100,000 / annual
Lottie is building the AI operating system for social care. The company operates a B2B2C marketplace helping families find care homes and home care, alongside Found—a vertical SaaS platform for care providers to manage enquiries, occupancy, and finances. Eliza is an AI agent embedded in Found that answers calls and live chats from families enquiring about care, on behalf of providers, 24/7. This addresses a critical gap: approximately one-third of enquiries to care providers go unanswered.
You will own the conversational surfaces and the entire conversational stack for Eliza: voice call handling, live chat, AI-to-human handoffs, speech-to-text, model and prompting, text-to-speech, voice design, and the call tracking product underneath (number provisioning, routing, recording, transcription, attribution). You will set strategy and roadmap 3–6 months out and ship rapidly in a space where underlying technology evolves every few weeks.
Key responsibilities include:
- Owning strategy and roadmap for Eliza's conversational surfaces (voice, chat, handoffs)
- Managing the conversational stack end-to-end: speech recognition, LLM layer, text-to-speech, voice design, and call tracking
- Owning evals as a first-class product surface: labelled datasets, automated scoring, regression testing, and human review loops to enable weekly model and prompt releases without breaking provider trust
- Setting and measuring quality bars: containment, resolution, escalation, enquiry conversion, provider trust
- Defining learning needs and choosing credible, fast ways to validate before building
- Connecting product decisions to commercial outcomes (occupancy impact, pricing)
- Partnering with Account Management, Customer Care, and Sales on launches
You will solve problems including: ensuring every enquiry is answered with AI conversations families trust; making provider onboarding fast despite diverse phone setups and configurations; perfecting AI-to-human handoffs; and turning call/chat data into actionable intelligence.
Lottie has raised over £25m from Accel and General Catalyst, launched in July 2021, and is recognized as one of Europe's fastest-growing tech companies. The role reports to the CXO and sits within a cross-functional team including Engineering.
REQUIREMENTS:
- Shipped LLM-powered products to real users
- Comfortable with the machinery: speech-to-text, text-to-speech, latency budgets, model selection, prompting, tool calling, evals (you don't build it, but you have informed opinions)
- Shipped B2B SaaS products to non-software businesses and enjoyed the domain work
- Independently owned a product area, set its direction, and can articulate both the bets you took and the ones you didn't
- Genuinely interested in operational detail (reverse-engineering customer call-routing rules should sound appealing)
- Hypothesis-driven: tackle value, usability, feasibility, and viability risk before committing to build; kill things early when evidence is weak
- Ruthless prioritization under ambiguity; graceful, reasoned "no"s
- Care about families at difficult moments and stretched care teams
Not a fit if: you want consumer polish only; you need a fully-formed roadmap; you prefer to stay above operational detail; you're uncomfortable with rapid underlying technology change; or the mission to elevate later life doesn't resonate.
