Product Manager, Agent Development - Flagship Deployment

ABOUT US At Sierra, we’re building a platform to enable every company in the world to build better, more human customer experiences with AI. We partner with industry leaders such SoftBank, Uber, Rivian, CLEAR, and Sutter Health. We are primarily an in-person company based in San Francisco, with growing offices across North America, Europe, and Asia. We are guided by a set of values that are at the core of our actions and define our culture: Trust, Customer Obsession, Craftsmanship, Intensity, and Family. These values are the foundation of our work, and we are committed to upholding them in everything we do. Our co-founders are Bret Taylor https://www.linkedin.com/in/brettaylor/ and Clay Bavor https://www.linkedin.com/in/claybavor/. Bret currently serves as Board Chair of OpenAI. Previously, he was co-CEO of Salesforce (which had acquired the company he founded, Quip) and CTO of Facebook. Bret was also one of Google's earliest product managers and co-creator of Google Maps. Before founding Sierra, Clay spent 18 years at Google, where he most recently led Google Labs. Earlier, he started and led Google’s AR/VR effort, Project Starline, and Google Lens. Before that, Clay led the product and design teams for Google Workspace. WHAT YOU'LL DO This role is dedicated to one of Sierra's largest and most strategic customers — a company running AI agents at massive scale across millions of customer interactions. You'll be the product owner embedded within a dedicated team, responsible for the full quality and evolution of production AI agents across chat and beyond. - Own the agent, end to end. You own what the agent does (workflows, decisions, escalation logic), how it works (architecture, data flows, APIs, integrations), and how it feels to users (clarity, trust, edge cases, failures at scale). It takes equal parts product sense, technical depth, and taste. - Drive quality and outcomes. You're not done when the agent ships. You own the customer experience end to end — running evaluations, digging into failures, identifying the highest leverage experience improvements, and working with engineers to ship them. You define what "great" looks like and hold the bar. - Push the platform forward. The bar on a flagship account is as high as it gets — huge volume, complex workflows, and demanding quality and performance requirements. It’s also one of the best places at Sierra to do 0→1 platform work — hard problems regularly drive new platform capabilities, and you'll partner closely with our Platform team to build them. - Navigate enterprise complexity. At this scale, every big technical discussion is also a negotiation — you'll need to read the implications in real time, hold your ground, and steer toward the right outcome. Expect to work across business units, procurement, compliance, and senior execs. - Invent what’s next. Beyond making today's agent great, you'll imagine experiences the customer hasn't asked for yet — then partner with their teams to scope, design, and ship them. WHAT YOU'LL BRING - 5–8+ years of experience building highly technical products, with at least 2–3 years as a Senior PM or above (or equivalent demonstrated scope and ownership). - Engineering background or equivalent technical depth — you can review architecture, reason about API design, and hold your own in a technical discussion without needing an engineer to translate. - You've shipped and owned production-grade systems at scale, with the reliability, observability, and hard tradeoffs that come with complex systems. - A track record of operating as a trusted technical partner to enterprise customers — managing ambiguity and competing priorities, influencing without authority, and knowing when to push back. - A high quality bar and quick to learn — you sweat the details others let slide, and pick up unfamiliar tools and domains fast. - Exceptional communication: you can explain a complex integration decision to an engineer, then explain the same decision to a V…