Eight Sleep · 8 hours ago
Product Manager - Customer Experience
New York, NY
Full-time
Onsite
Senior Level
5+ years expEight Sleep is a pioneering company in the sleep fitness industry, dedicated to enhancing human potential through optimal sleep. They are seeking an AI Product Manager to lead the development and improvement of AI systems aimed at elevating customer experience, ensuring high-quality support through innovative technology.
Consumer Electronics
Responsibilities
Build and deploy AI powered tools to make the broader Customer Experience (CX) team more efficient
Own the end-to-end AI agent utility and quality for our customer support platform
Evaluate AI performance rigorously - you'll be the person who can definitively answer "does this bot suck or not?"
Strong Product and UX sense - there’s nothing worse than lousy internal systems
Expand coverage to more support case types while maintaining high quality standards
Analyze customer interactions to identify gaps in AI coverage and prioritize improvements
Develop and track KPIs for AI performance including resolution rate, accuracy, and customer satisfaction
Work closely with engineers to identify and implement automation opportunities
Collaborate with CX managers to understand agent pain points and translate them into AI improvements
Create documentation and training materials for AI-assisted workflows
Lead the development of internal AI-powered tools like our internal diagnostic tool (for troubleshooting and fixing customer issues) and AI-powered ticket analysis pipeline (for detecting trends and surfacing alerts), driving rapid prototyping and iteration
Partner with AI engineers to build and evaluate AI-assisted workflows, leveraging tools like Claude and Devin to accelerate development
Design and run evaluations (evals) to measure the effectiveness of AI tools and identify areas for improvement
Qualification
Required
5+ years of experience in operations, technical product/program management, or a related technical field
Proven experience with prompt engineering, LLM based products, or other AI/ML products
Experience training, evaluating, and improving AI agents or chatbots
Strong judgement and analytical skills with the ability to assess AI performance objectively and make data-driven decisions
Ability to work independently and drive projects from conception to completion
Excellent communication skills to translate technical AI concepts for non-technical stakeholders
Comfort with ambiguity and the ability to define structure in a fast-moving environment
Experience building no-code/low-code automation tools
Preferred
You're excited about the health and fitness technology space and the opportunity to measurably improve lives
You have the desire to make an outsized impact as part of a rapidly growing, dynamic team
You are willing to roll up your sleeves and use whatever language or framework will best help you get the job done
You love thinking about things from the customer's perspective and trying to understand what motivates and drives decision making
You have side projects outside of work that you're excited to tell us about
Benefits
Every Eight Sleep employee receives the very product that defines our mission: a Pod of their own.
Company
Eight Sleep
Eight Sleep is the world’s first sleep fitness company. Our mission is to fuel human potential through optimal sleep.
51-200 employees
H1B Sponsorship
Eight Sleep has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
Funding
Current Stage
Growth StageLeadership Team
Matteo Franceschetti
Co-Founder & CEO
Nicolas C.
Chief Financial Officer
Recent News
Tech Startups - Startups and Technology news
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