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Birdeye is the leading agentic marketing platform for multi-location brands, trusted by companies like H&R Block, Aspen Dental, and Caesars Entertainment. The company is backed by Marc Benioff, Jerry Yang, and Accel-KKR, and was named to G2's 2026 Best Agentic AI Products list.
You will lead, scale, and define the CX Insights product vision and organization. This is a strategic product leadership role combining global product strategy, team leadership, customer engagement, conversational analytics, and AI-native product innovation. You'll work with enterprise customers to understand how multi-location businesses transform customer experience using voice-of-customer data across multiple channels.
Key responsibilities include:
**CX Insights Strategy & Vision**: Lead overall vision, product strategy, and multi-year roadmap for CX Insights products (customer analytics, feedback aggregation, automated workflows, text analytics, enterprise conversational analytics). Define company-wide standards for how enterprise businesses measure, analyze, and elevate customer interactions. Develop capabilities around customer resolution rates, analytics accuracy, sentiment tracking, transcriptions, competitive benchmarking, and emerging CX analytics signals. Transform complex conversational behavior and large interaction datasets into actionable experiences for business operators and marketers. Identify opportunities to move beyond basic analytics into proactive workflows, automated responses, and multi-channel follow-ups.
**Organizational Leadership**: Build, mentor, and scale a high-performing product management team. Establish product management excellence, operational rigor, and AI-first development methodologies. Partner with executive leadership to align product strategy with company-wide revenue and growth objectives.
**Customer & Market Development**: Work directly with enterprise customers to understand their inbound/outbound communications, customer feedback, and service interactions. Partner with C-suite leaders at enterprise accounts to shape AI-driven customer experience strategies. Serve as executive sponsor for strategic customer accounts and key partnerships. Lead customer discovery, demos, and working sessions. Identify emerging customer problems and separate durable needs from short-term trends.
**AI-Native Product Development**: Champion an AI-first product culture, leveraging AI tools for research, market analysis, competitive intelligence, data analysis, prompt engineering, and product discovery. Rapidly build POCs and prototypes using AI-assisted development tools. Use AI to generate PRDs, conversational flows, evaluation benchmarks, and test cases. Work closely with engineers in an AI-led development environment.
**Data & CX Infrastructure**: Partner with Engineering and Data teams on systems to process, analyze, and optimize real-time customer data streams at scale. Develop deep understanding of LLM latency, text/speech model accuracy, streaming data protocols, and technical challenges of delivering high-quality CX platforms. Establish meaningful operational and product metrics (resolution rate, customer satisfaction, sentiment accuracy, latency, analytics precision).
**Requirements:**
- 10+ years of product leadership experience with proven track record of scaling product teams and portfolios in CX Insights, Conversational AI, Customer Analytics, or Enterprise SaaS
- Proven experience building, mentoring, and scaling high-performing product management teams in fast-growing, high-tech environments
- Strong understanding of CX Insights, Customer Analytics, AI Agents, LLMs, text/speech processing, and scalable data architecture
- Proven experience building data-driven B2B SaaS products for enterprise customers
- Strong technical fluency with APIs, data pipelines, analytics, and AI/ML concepts
- Comfortable working directly with enterprise customers and leading executive product discovery
- Demonstrated ability to leverage AI tools for research, requirements, analysis, prototyping, and POCs
- Comfortable collaborating with engineers in an AI-assisted development environment
- Strong product judgment and ability to operate effectively with incomplete information
- Must be based in the United States
- Experience with verticals such as Automotive, Healthcare, Dental, or Home Services is a plus
- Experience with customer experience platforms, automation, real-time data processing, customer feedback analytics, sentiment analysis, transcript summarization, or generative AI is valued
