Principal Product Manager
Explicitly references vibe coding and hands-on AI — expects building with Claude Code, LLM APIs, custom GPTs, fine-tuning, and agent frameworks.
About the Role
Lead product strategy and roadmap for Asurion’s customer-facing AI agents and Agent Marketplace, partnering closely with data science and engineering to build agentic, reusable AI capabilities across digital and voice channels. Drive cross-functional execution, experimentation, and metrics to improve resolution, satisfaction, and time-to-delivery for AI-powered programs.
Job Description
Role
As Principal Product Manager on the Intelligence Platform team you will own the strategy, development, and performance of customer-facing AI agents and the Agent Marketplace. You will partner closely with Data Science, Engineering, Design, Care Operations, and business stakeholders to move from scripted automation to agentic experiences that can reason, plan, and act on behalf of customers.
Key Responsibilities
- Define product vision, strategy, and roadmap for AI agents across digital (chat, messaging, app) and voice (IVR, voice assistant) channels.
- Prioritize opportunities across the full customer lifecycle (onboarding, troubleshooting, claims, upgrades, retention) to maximize customer and business impact.
- Define and track success metrics tied to outcomes: resolution rate, customer satisfaction, containment, handle time reduction, and self-service coverage.
- Partner with Data Science to co-develop AI capabilities, translate business needs into problem statements, and engage in model architecture, training, prompt engineering, and evaluation trade-offs.
- Lead experimentation strategy, A/B testing frameworks, and model performance benchmarking to improve agent quality and coverage.
- Own the Agent Marketplace strategy and roadmap to enable discovery, reuse, composability, and faster delivery of AI skills; track reuse, discovery time, developer adoption, and time-to-delivery.
- Drive cross-functional alignment, influence leadership investment decisions, and champion rapid experimentation and iterative learning.
Requirements
Required Qualifications
- 7+ years of product management experience, with substantial time on AI/ML-powered products.
- Hands-on AI experience: actively building or integrating AI (vibe coding, Claude Code, LLM APIs, custom GPTs, fine-tuning, or similar).
- Strong understanding of LLMs, NLP, conversational AI, model training/evaluation, prompt engineering, and agent frameworks.
- Comfortable with data analysis; able to write basic Python or SQL to pull insights and inform product decisions.
- Proven track record shipping customer-facing products at scale across digital and/or voice channels.
- Demonstrated ability to collaborate deeply with data science and engineering teams.
- Strong communication skills to translate complex AI concepts for business stakeholders and articulate business context for technical teams.
Preferred Qualifications
- Experience building or managing conversational AI, virtual assistants, chatbots, or voice AI.
- Familiarity with agentic AI patterns: tool use, multi-step reasoning, memory/context management, retrieval-augmented generation (RAG).
- Experience in industries with complex care journeys (insurance, telecom, healthcare, fintech).
- Background with contact center technology, IVR systems, or digital care platforms.
- Direct experience calling LLM APIs (OpenAI, Anthropic, open source models) or using agent orchestration frameworks (LangChain, LlamaIndex, or similar).
- Experience with platform/marketplace products focused on reuse, composability, and developer adoption.
Core Competencies
- AI/ML technical fluency and hands-on experience
- Customer-facing product strategy and cross-channel (digital + voice) thinking
- Data-driven decision making, experimentation, and analytical rigor
- Platform and marketplace strategy
- Cross-functional influence and stakeholder management