Product Manager - Customer Experience

Eight Sleep•San Francisco, CA

About The Position

Join the Sleep Fitness Movement At Eight Sleep, we’re on a mission to fuel human potential through optimal sleep. As the world’s first sleep fitness company, we’re redefining what it means to be well-rested and building the most advanced hardware, software, and AI technology to make it possible. Our products power peak mental, physical, and emotional performance by transforming every night of sleep into a personalized, data-driven recovery experience. We are trusted by high performers, professional athletes, and health-conscious consumers in over 30 countries worldwide. Recognized as one of Fast Company's Most Innovative Companies in 2019, 2022, and 2023, and twice named to TIME's “Best Inventions of the Year.” We operate like a high-performance team: fast, focused, and motivated by impact. We don’t just ship; we iterate, refine, and obsess over the details that help our members sleep better and wake up stronger. Every role at Eight Sleep is a chance to create cutting-edge technology, collaborate with world-class talent, and help shape a future where sleep isn’t passive - it’s a powerful tool for living better. If you’re tired of the ordinary and driven to build at the edge of what’s possible, this is your moment. Join us and lead the movement that’s transforming how the world sleeps and what we’re all capable of when we wake up. High Standards. No Apologies We operate with intensity because our mission demands it. At Eight Sleep, we bring the same mindset as the world’s top performers: focused, relentless, and always pushing to be in the top 1% of our craft. Think Kobe Bryant’s mamba mentality, applied to bold ideas, next-gen tech, and flawless execution. This isn’t a 9-to-5. We’re a team that puts in the extra effort, not because it’s required, but because we care about the impact of our work. We’re here to build fast, push limits, and deliver without compromise. If you thrive under pressure and want to do the most meaningful work of your career, you’ll feel right at home. If you’re looking for something easier – this isn’t it. The role We are looking for an AI Product Manager to own and elevate our customer experience. You will be the dedicated DRI for our AI practice, spending 100% of your time training, evaluating, and improving our AI agents to deliver exceptional customer support. This role sits at the intersection of product management, AI/ML, and customer experience - perfect for someone who loves diving deep into AI systems and measuring their real-world impact.

Requirements

5+ years of experience in operations, technical product/program management, or a related technical field
Proven experience with prompt engineering, LLM based products, or other AI/ML products
Experience training, evaluating, and improving AI agents or chatbots
Strong judgement and analytical skills with the ability to assess AI performance objectively and make data-driven decisions
Ability to work independently and drive projects from conception to completion
Excellent communication skills to translate technical AI concepts for non-technical stakeholders
Comfort with ambiguity and the ability to define structure in a fast-moving environment
Experience building no-code/low-code automation tools
You’re excited about the health and fitness technology space and the opportunity to measurably improve lives
You have the desire to make an outsized impact as part of a rapidly growing, dynamic team
You are willing to roll up your sleeves and use whatever language or framework will best help you get the job done
You love thinking about things from the customer’s perspective and trying to understand what motivates and drives decision making

Nice To Haves

Strong Product and UX sense - there’s nothing worse than lousy internal systems
You have side projects outside of work that you’re excited to tell us about

Responsibilities

Build and deploy AI powered tools to make the broader Customer Experience (CX) team more efficient
Own the end-to-end AI agent utility and quality for our customer support platform
Evaluate AI performance rigorously - you'll be the person who can definitively answer "does this bot suck or not?"
Expand coverage to more support case types while maintaining high quality standards
Analyze customer interactions to identify gaps in AI coverage and prioritize improvements
Develop and track KPIs for AI performance including resolution rate, accuracy, and customer satisfaction
Work closely with engineers to identify and implement automation opportunities
Collaborate with CX managers to understand agent pain points and translate them into AI improvements
Create documentation and training materials for AI-assisted workflows
Lead the development of internal AI-powered tools like our internal diagnostic tool (for troubleshooting and fixing customer issues) and AI-powered ticket analysis pipeline (for detecting trends and surfacing alerts), driving rapid prototyping and iteration
Partner with AI engineers to build and evaluate AI-assisted workflows, leveraging tools like Claude and Devin to accelerate development
Design and run evaluations (evals) to measure the effectiveness of AI tools and identify areas for improvement