Digital Product Manager, Agentic Experiences

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A Brief Overview
We are building the next generation of how people interact with Safelite, with agentic AI creating new possibilities for how they access services, make decisions, and engage with us. We are seeking a Digital Product Manager, Agentic Experiences to build and continuously improve intelligent products that create meaningful customer and business value.

Reporting to the Product Director, Agentic Experiences, you will own a defined product space within the agentic portfolio. You will identify and prioritize high-value customer and business opportunities, shape product direction, lead discovery and delivery, and use evidence from live interactions to guide how the product evolves.

This is a hands-on product role. You will work directly with AI-native tools, interaction data, and agent performance signals to understand what is happening, identify opportunities, test ideas, and determine what comes next. You will partner closely with Design and Engineering to turn that learning into products and capabilities that deliver measurable value.

What You Will Do

• Own the Product

• Own the strategy, roadmap, outcomes, and performance for a defined area of Safelite’s agentic experience portfolio.

• Identify and prioritize high-value opportunities by connecting customer needs, business priorities, behavioral signals, and emerging AI capabilities.

• Translate those opportunities into clear product direction, priorities, and measurable outcomes.

• Make product tradeoffs based on customer value, business impact, evidence, effort, risk, and learning potential.

• Maintain a clear view of current product capability, performance, and where the product should evolve next.

• Discover and Build

• Lead continuous discovery with Design, Engineering, Research, Analytics, and business partners.

• Develop and test hypotheses using customer insight, behavioral data, prototypes, experimentation, and emerging AI capabilities.

• Use AI-enabled tools throughout discovery and delivery to explore opportunities, analyze signals, prototype concepts, and accelerate learning.

• Partner closely with Design and Engineering to shape agent behavior, interaction models, capabilities, and the systems required to support them.

• Bring structure and momentum to emerging opportunities where customer expectations, technology, and product patterns are still evolving.

• AI-Enabled Product Optimization

• Use AI-native tools to analyze interactions at scale, identify patterns, surface emerging issues, and uncover opportunities to improve product and agent performance.

• Move between patterns across large volumes of interactions and individual conversations to understand customer intent, agent behavior, and outcomes.

• Use AI to investigate performance, form hypotheses, identify root causes, and determine where changes can create the greatest customer and business value.

• Use simulation, evaluation, experimentation, and behavioral signals to test ideas and understand likely impact before and after changes are introduced.

• Partner with Design and Engineering to translate those insights into changes to agent behavior, product capabilities, and the broader experience.

• Create a continuous feedback loop where AI helps the team understand and improve the AI-enabled products we put into the world.

• Measure What Matters

• Define how product and agent performance should be measured across experience quality, task completion, business outcomes, and operational impact.

• Use behavioral data, analytics, evaluation results, and customer signals to develop an independent point of view on product performance.

• Partner with Analytics and Engineering to ensure the product is instrumented to answer the questions that matter.

• Connect product decisions to measurable outcomes and adjust direction as new evidence emerges.

• Lead through Partnership

• Work with Design and Engineering as close partners from opportunity definition through implementation and optimization.

• Partner across Operations, Contact Center, Sales, Client teams, Analytics, Technology, and other functions to connect the digital product to the broader Safelite experience.

• Create clarity around priorities, decisions, dependencies, and outcomes across the team.

• Communicate product direction, learning, performance, and tradeoffs clearly to partners and senior leaders.

• Performs other duties as assigned

• Complies with all policies and standards

What You Will Need

• Bachelor's Degree or equivalent work experience Required

• 4-6 years of product management or digital product experience, including ownership of products from discovery through launch and continuous improvement.

• REQUIRED QUALIFICATIONS

• 5+ years of product management or digital product experience, including ownership of products from discovery through launch and continuous improvement.

• Experience shipping conversational, AI-enabled, adaptive, or other intelligent digital products to real users.

• Strong product judgment and the ability to connect customer needs, business opportunities, technology capabilities, and evidence into clear product decisions.

• Demonstrated fluency using AI throughout the product lifecycle, including discovery, analysis, synthesis, prototyping, experimentation, and optimization.

• Hands-on experience using AI-native tools to analyze interactions, investigate product and agent performance, identify patterns, and surface opportunities for improvement.

• Experience using evaluation, simulation, experimentation, observability, and behavioral data to understand and improve intelligent products.

• Strong analytical fluency and comfort moving between aggregate performance data and individual customer interactions to develop an independent point of view.

• Working understanding of the technologies behind modern AI products, including models, retrieval, tool use, orchestration, evaluation, and observability.

• Comfort working with APIs, integrations, identity, permissions, and the systems intelligent products need to take action.

• Experience working in continuous discovery and delivery environments where learning actively shapes product direction.

• Strong partnership skills with Design and Engineering and the ability to operate effectively in ambiguous, rapidly evolving product spaces.

• TARGET EXPERIENCE

• We are looking for a product manager who has built digital products in environments where customer behavior, technology, and product possibilities evolve quickly.

• You have owned a meaningful product area, worked directly with Design and Engineering, and used customer insight and behavioral evidence to shape product direction. You are comfortable moving between strategy and detail, from evaluating an opportunity to examining individual interactions when performance does not match expectations.

• You do not rely on dashboards or other functions to tell you how the product is performing. You are comfortable working directly with the tools and evidence, investigating patterns, forming hypotheses, and developing your own point of view about where the product should improve or evolve.

• Experience with conversational, AI-enabled, or agentic products is particularly relevant. You understand that intelligent products require a different operating rhythm. They need to be observed, evaluated, tested, and refined continuously as the technology and the people using it evolve.

• Relevant experience may come from conversational AI, customer engagement platforms, applied AI teams, marketplaces, on-demand services, travel and hospitality, financial services, home services, modern automotive experiences, or other organizations building intelligent digital products.

• PREFERRED QUALIFICATIONS

• Experience building conversational, agentic, or AI-enabled products.

• Experience with AI-native conversation intelligence, evaluation, simulation, experimentation, or observability tools.

• Experience using large volumes of interaction data to identify product opportunities and guide prioritization.

• Experience with products that connect digital interactions to operational or real-world service delivery.

• Experience working across voice, conversational, and multimodal channels.

• Experience creating functional prototypes using AI-enabled development and prototyping tools

• CORE CAPABILITIES

• Product Ownership. Takes accountability for a product area, its direction, performance, and evolution.

• Opportunity Identification. Connects customer needs, behavioral signals, business priorities, and technology capabilities to identify high-value opportunities.

• Product Judgment. Makes clear choices about where to invest, what to test, and when to change direction.

• AI Product Fluency. Understands intelligent systems well enough to shape possibilities, constraints, and tradeoffs with Design and Engineering.

• AI-Enabled Product Optimization. Uses AI-native tools, interaction data, evaluation, simulation, and experimentation to understand and continuously improve product performance.

• Customer and Business Acumen. Connects customer behavior and product decisions to measurable business and operational outcomes.

• Learning Velocity. Uses AI and evidence to shorten the path from hypothesis to learning to product decision.

• Product Partnership. Works with Design and Engineering as peers in shaping the product.

• Execution Discipline. Turns product direction into measurable progress while managing priorities, dependencies, risk, and outcomes.

This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.

This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.

Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.