Senior Product Manager - Agent Assistance

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. The Senior Product Manager for Agent Assistance defines and delivers AI-driven capabilities that support call takers and frontline agents, owning the vision, roadmap, and delivery of agent assistance features to improve live call handling workflows.

Responsibilities:

• Define the product vision and strategy for Agent Assistance, grounded in the highest impact problems for call takers and supervisors
• Maintain an outcome-based roadmap narrative (Now, Next, Later) that communicates direction without overcommitting to delivery dates
• Align priorities to business value and customer impact, and clearly articulate trade-offs and sequencing
• Drive agent assistance initiatives through Intrado PLM phases and gates (concept, definition and investment, planning and development, launch and offer success)
• Produce and maintain required PLM artifacts, including problem statement, Product Requirements Document, business case inputs, and release readiness materials
• Partner with Product Operations on governance, readiness checklists, and cross functional alignment for launch coordination
• Own end to end requirements for agent assistance features, including user stories, acceptance criteria, and edge case handling for real time workflows
• Partner with Engineering to plan and execute delivery through quarterly planning and sprint execution, and to maintain high predictability of release outcomes
• Coordinate pilots, phased rollouts, and enablement inputs to ensure a smooth transition from build to adopt
• Partner with AI services teams to define model and system requirements, evaluation approach, and performance thresholds
• Ensure AI outputs are reliable, explainable where appropriate, and designed to augment rather than automate decision making in critical workflows
• Define and operationalize monitoring for accuracy, latency, failure modes, and user feedback, and prioritize improvements based on real world performance
• Ensure requirements account for data custody, storage, access control, and security expectations for call recordings and transcripts
• Partner with InfoSec, Legal, and Operations to align on permissions, privacy, and contractual considerations for AI enabled features
• Maintain readiness for regulated customer environments, including documentation and review inputs needed for security and compliance checkpoints

Requirements:

• Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent experience
• 7+ years of product management experience, including ownership of complex, user facing products in SaaS or mission critical environments
• 5+ years of experience with call handling environments
• Demonstrated success leading cross-functional product initiatives with measurable business outcomes
• Proven experience developing and presenting business cases for mission-critical systems, including market analysis, ROI projections, and regulatory compliance considerations
• Experience mentoring or managing junior team members
• Exceptional communication and presentation skills with the ability to influence across all organizational levels
• Strong analytical skills and a commercial mindset; capable of making sound, data-driven decisions
• In-depth understanding of NG911 standards, protocols (including SIP, ESInet, i3 architecture), and interoperability requirements
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); experience with roadmap and project management tools