Senior Product Manager, AI Receptionist

Boulevard is a client experience platform for appointment-based self-care businesses, including salons, spas, medspas, barbershops, and wellness businesses. The Senior Product Manager will own the AI Receptionist product end-to-end, defining its vision, roadmap, customer experience, adoption strategy, business outcomes, and product metrics across voice and text interactions.

Responsibilities:

• You'll set the vision, roadmap, and success criteria for Boulevard's AI Receptionist suite — our answer to the modern contact center for self-care businesses. That means owning how AI engages clients in 1:1 interactions across voice and text: when it handles conversations autonomously, when it hands off to staff, and how that transition feels invisible to the client and effortless for the team
• You'll develop a deep point of view on where AI should handle interactions autonomously, where it should hand off to staff, and how to make that transition seamless — including how conversations maintain continuity across channels, how fallback behaviors are designed when AI can't resolve something, and how the overall experience feels coherent whether a client is talking to AI or a human
• You'll own the business outcomes for the AI Receptionist — revenue, adoption, and retention — and define the product metrics that drive them: autonomous resolution rate, agent productivity, CSAT, and more. You'll collaborate on pricing strategy and be expected to connect what's happening in the product to what it means for their business
• You'll develop genuine fluency with how self-care businesses manage client communication today — what they trust, what they fear, what they'd delegate in a heartbeat and what they'd never let out of human hands. That customer insight is what separates AI that gets adopted from AI that gets turned off

Requirements:

• 5–8 years in product management with experience in B2B2C or both B2C and B2B environments — you understand what it means to serve a business and their end customer simultaneously
• Experience shipping AI-powered products — you know how to shape how AI behaves, design for when it falls short, and earn user trust over time
• LLM fluency — enough hands-on familiarity with LLMs and prompt design to partner credibly with engineering without needing a translator
• AI-native in your own practice — you're using tools like Claude daily, running side projects, and staying genuinely close to how the technology is evolving
• Strong voice-of-customer instincts — you've built products for users who are skeptical of automation and know how to design for trust
• Data fluency — you're comfortable defining metrics, pulling your own analysis, and building the case for roadmap bets with evidence
• Cross-functional leadership — you've influenced engineering, design, and data teams without relying on authority, and you've kept multiple workstreams moving in parallel
• Clear communication — you can translate complex AI product decisions into terms that resonate with business owners, cross-functional partners, and leadership alike
• Experience with conversational AI, voice interfaces, or messaging products
• Experience in vertical SaaS or services-industry platforms
• Familiarity with AI quality evaluation — you've thought about how to measure and improve AI conversation quality, not just ship it
• A genuine affinity for small businesses — you understand their constraints and what it takes to earn their trust