Principal Product Manager

At Replicant, we believe AI should work for people, starting with customer service. That’s why we built a platform that helps contact centers resolve more requests, proactively identify issues, and improve agent performance with AI-powered conversation intelligence and AI agents that act like your best reps.

Our AI agents handle millions of calls every month for Fortune 500 companies and high-growth innovators. From processing payments to booking appointments and authenticating users, they help customers get what they need instantly, 24/7. Meanwhile, our real-time conversation insights help contact center leaders coach better and improve every interaction.

We’re leading the shift from legacy systems to AI-first service, powered by large language models (LLMs) and designed for enterprise scale, security, and empathy. If you’re excited by the potential of LLMs, voice AI, and building category-defining technology with a kind, ambitious team, you’ll love it here.

We're looking for a Principal Product Manager to shape the future of autonomous customer service at the intersection of AI research and enterprise product development. You'll take ownership of large, ambiguous, and unexplored problems—defining Replicant's long-term product and AI strategy while driving execution across multiple teams. This is a role for someone who can think at the frontier of what's possible with LLMs, translate that into products that deliver measurable enterprise value, and inspire teams to build what hasn't been built before.

What You'll Do

• Define and drive multi-team product and AI strategy that shapes Replicant's vision for the next generation of AI customer service. Own problems at the product and company strategy level, balancing long-term technical bets with iterative delivery.

• Stay at the frontier of AI capabilities—deeply understand the evolving landscape of large language models, voice AI, evaluation frameworks, and agentic architectures. Determine where Replicant should build, partner, or integrate to maintain a technical and strategic edge.

• Lead cross-functional initiatives with measurable business and customer impact. Own roadmaps from conception through execution and iteration, working across AI/ML, engineering, design, and go-to-market teams.

• Drive customer and market research in uncharted areas. Regularly engage with customers, prospects, and industry leaders (2-3+ interactions per week) to gather signal on complex, multi-team problems. Share insights that shape product strategy across the organization.

• Establish and own company-wide product metrics—including accuracy, containment, task success rates, latency, CSAT, and cost efficiency—and use them to guide decisions at the strategic level.

• Communicate and inspire across all audiences—from engineering teams to executives, board, and customers. Tell stories that align the company and close enterprise deals. Regularly represent EPD and Replicant externally.

• Coach and elevate the product team. Lead through example, provide regular feedback, and make everyone around you a better PM. Drive hiring for senior and executive positions, closing top candidates.

What You'll Bring

• 8+ years of product management experience, with significant time spent on AI/ML products, voice AI, conversational AI, or technically complex enterprise platforms.

• Deep technical fluency in AI/ML—you understand how LLMs work, can reason about model capabilities and limitations, and have an informed opinion on architecture decisions and their long-term roadmap implications. Experience with prompt engineering, RAG, fine-tuning, or AI agent development is a strong plus.

• Track record of owning large, ambiguous, complex problems and driving them to successful outcomes across multiple teams. You bring clarity to chaos and create alignment where none exists.

• Demonstrable success building AI-powered products that shipped to production and delivered measurable customer value. You've seen what works and what doesn't when translating AI capabilities into enterprise-grade products.

• Exceptional communication and storytelling skills—you can explain complex AI concepts to any audience, facilitate large groups, and craft narratives that inspire customers, teams, and executives.

• Strong quantitative skills—comfortable using complex data analysis to make decisions, publishing results and dashboards, and leading creation of metrics that measure company-wide strategy.

• Experience working