Overview
PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants enable businesses to deliver outstanding customer service that rivals human agents. Our customers include leading brands, and they are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into daily workflows.
Enterprises trust our voice-first platform to handle millions of conversations every day. Your mission is to extend that market-leading experience to every text surface — starting with Webchat and WhatsApp and expanding into Email, SMS, and other channels. We are looking for a curious and analytical Senior Product Manager who is passionate about owning the strategy, roadmap, and execution that gets us there.
You’ll collaborate with exceptional product, research, engineering, and deployment teams to ship production-ready, LLM-powered agents that feel as natural as talking to a human. If you’re driven to solve real user problems, insist on truth-seeking AI, and delight in turning frontier research into intuitive, trustworthy experiences, we want to meet you.
Key Responsibilities
* Set and own the multi-channel vision and objectives. Craft a winning strategy for Webchat, WhatsApp, in-app chat and the next text-based channels. Define and monitor key performance indicators to assess product success and inform continuous improvement.
* Own and deliver the roadmap end-to-end. Drive discovery to iteration, align cross-functional teams, and keep initiatives on time and aligned to strategy.
* Integrate and optimize LLM, RAG, and tool-calling pipelines for text. Define requirements and run evaluations to optimize the technology stack for text-based agents.
* Launch new channels into production. Work with clients and deployment teams to ensure successful launches and drive end-user value.
* Bridge customer problems and technical possibilities. Maintain a deep understanding of customer needs and new technical breakthroughs to challenge the future of natural language interfaces.
* Drive go-to-market for new vertical packs. Coordinate beta programs and launch kits to roll out new channels and drive ROI within specific verticals.
Required Qualifications
* 4+ years of product management delivering AI, NLP, or messaging products in production.
* Hands-on background, comfortable reading Python, writing SQL, and debugging webhooks. Experience using AI prototyping tools to test and validate hypotheses.
* Demonstrated success launching text-based conversational AI at scale.
* Track record defining and moving quantitative success metrics for conversational AI solutions.
* Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent practical experience).
Preferred Qualifications
* Experience verticalising conversational solutions for healthcare (HIPAA, PHI) and financial services (PCI-DSS, FFIEC) regulatory environments.
* Deep familiarity with WhatsApp Business API, web-socket or webhook architectures, and common live-chat SDKs.
* Prior ownership of multi-modal (voice + chat) conversational platforms or agentic-AI features.
* Background in a high-growth startup.
Benefits
Participation in the company’s employee share options plan
25 days holiday, plus bank holidays
Flexible working from home policy
Work from outside of the UK for up to 6 months each year
TELUS Health EAP 24/7 — confidential, judgment-free support for work, health, or life challenges
Enhanced parental leave
Bike2Work scheme
Annual learning and development allowance
One-off work-from-home allowance upon joining (perks such as noise-cancelling headphones or a comfortable desk chair)
Company-funded fertility and family-forming programmes
Menopause care programme with Maven
Private healthcare and dental cover, discounts on gym memberships, and access to mental health programs
Values
At PolyAI, we take pride in our values. Our core values are:
* Only the best — We expect the best from our people and nurture this drive for excellence.
* Ownership — We care about what we do and take ownership of our initiatives, decisions and outcomes.
* Relentlessly improve — We continuously evolve to transform the world of conversational AI.
* Bias for action — We move quickly, take calculated risks, and deliver impact fast.
* Disagree and commit — We work to understand disagreements and, once decisions are made, give them our all.
* Build for people — We deliver automated experiences that empower people to get what they need, when they need it.
PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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