Senior Full-Stack Product Manager, Internal Operations

Responsibilities

Own and prioritize the technology and agentic AI roadmap across Customer Support, Fulfillment, Pricing, and other COO-led teams — translating operational friction into phased, KPI-driven delivery.

Build and ship Claude Cowork and Claude Code agents that automate high-volume internal workflows, with confidence thresholds, escalation logic, and guardrails built in from the start.

Identify workflows where ops teams depend on engineering to resolve issues that could be self-served — and build the tooling that eliminates that dependency, upstream of any escalation.

Own KPIs around resolution time, first-contact resolution, AI deflection rate, and broken order rate — use them to drive data-backed roadmap decisions and demonstrate operational ROI.

Partner with the VP of Product to train operations teams on prompt engineering and agent-building, and serve as Automatiq’s internal voice for AI use cases across governance and strategy discussions.

Own the product and integration relationship for key operational platforms — partner with team leads to evaluate, configure, and evolve tools like Intercom across Customer Support, Fulfillment, and Pricing.

Redesign internal workflows from first principles — identify fragmentation, manual steps, and knowledge bottlenecks, and replace them with scalable, SOP-backed processes.

Ensure every deployed agent has a defined owner, risk tier, ROI business case, and human-approval gate — contribute to the AI Agent Registry and incident runbooks.

Embed input metrics, say/do ratios, and capacity-planning frameworks into the operational teams you support, so they operate with the same rigor as the product organization.

Core Qualifications

6+ years of product management experience, including at least 2 years owning internal tools, operational platforms, or enterprise-facing systems at a high-growth technology company.

Demonstrated, hands-on experience building AI agents using Claude Cowork or Claude Code — not theoretical familiarity, but a provable track record of deploying agents with measurable business outcomes. This is a mandatory qualification.

Strong technical fluency — you don’t write production code, but you understand APIs, data schemas, system integrations, and LLM architectures well enough to spec solutions, challenge engineering estimates, and prototype workflows on your own.

Track record of reducing operational cost-to-serve — prior ownership of metrics like resolution time, AI deflection rate, broken order rate, or support ticket volume, with a demonstrated ability to move them.

Comfortable operating cross-functionally at both the strategic and operational level — able to define priorities with COO-level stakeholders and go deep with team leads on day-to-day workflow redesign.

Experience managing product and integration relationships with customer support, fulfillment, or operations tooling vendors — including platform evaluation, integration scoping, and ensuring tools are configured to scale.

Experience in ticketing, marketplace, or high-volume transactional platforms is a strong plus — familiarity with the operational demands of time-sensitive inventory and fulfillment environments is a meaningful advantage.