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Ethos is a leading life insurance technology company democratizing access to life insurance through a three-sided platform serving consumers, agents, and carriers. The company offers instant, accessible products with a seamless online process requiring no medical exams.
You will lead the team building and safeguarding the quality of AI-powered support bots. This role manages two connected functions: the bot building team (led day-to-day by a build Lead who designs ERDs and manages development) and the bot monitoring/quality team (handling functionality audits, bug handling, quality control, and support). You'll manage and scale both teams while remaining hands-on enough to personally evaluate bot builds against specification and catch issues before they reach customers.
The CX AI Product Manager owns the roadmap and writes PRDs; your responsibility is ensuring built products match spec, defining testing and monitoring processes, and ensuring quality issues feed back into the roadmap quickly. This is a hands-on technical leadership role requiring comfort reviewing builds directly, not just receiving secondhand reports.
Key responsibilities include: managing and growing both teams while coaching the build Lead; personally reviewing bot builds and deploys against ERDs and PRDs; defining and owning testing cadence (pre-launch UAT, regression testing, live audits); owning the feedback loop between quality findings and roadmap; consolidating feedback in structured format; serving as primary escalation point for spec mismatches or quality issues; partnering closely with the CX AI Product Manager; using bot performance metrics (deflection rate, true resolution rate, CSAT, error rates) to identify systemic issues and drive improvements; building and evolving the team's testing/monitoring playbook as the bot portfolio grows.
Required qualifications: 4+ years managing a team across multiple functions or workstreams; hands-on experience designing, building, or QA-ing AI-driven voice, chat, or email bots with technical depth to evaluate builds against ERDs/PRDs; experience in product pods or cross-functional product teams partnering with product managers; strong process orientation defining testing and monitoring cadence from scratch; detail-oriented with strong problem-solving and team leadership through issue resolution; excellent communication translating technical issues for technical and business stakeholders. Experience with support bot platforms (Forethought, Ada, Sierra, Decagon) is a strong plus.
