At Maya, we're scaling how we support millions of customers—through AI-powered experiences that resolve issues fast, accurately, and at scale.
We're looking for a Platform Product Manager to lead our AI Customer Interaction systems—from chatbots and voicebots to next-generation agentic workflows. This role is critical in shaping how AI handles real customer needs end-to-end, while seamlessly collaborating with human agents when it matters most.
If you're driven by building AI products that deliver real operational and customer impact—not just automation for the sake of it—this role is for you.
WHAT YOU'LL DO
Own the AI customer interaction roadmap
- Define and drive the roadmap for AI-powered support across chat, voice, and in-app channels
- Evolve capabilities from rule-based and assisted automation to agentic AI systems that can take action safely and effectively
Design end-to-end AI experiences
- Own the AI customer journey—conversation flows, tone, persona, resolution paths, and error handling
- Design multi-step, multi-turn interactions that can handle complex customer needs
- Define clear escalation frameworks to ensure seamless AI-to-human handoffs with full context
Build responsible and scalable AI systems
- Set business rules, guardrails, and human-in-the-loop controls for AI actions
- Define automation targets, quality benchmarks, and phased rollout success criteria
- Ensure AI systems are accurate, compliant, and customer-safe
Drive knowledge and content strategy
- Own the AI knowledge base strategy—structure, governance, and freshness
- Work with teams to translate tacit agent knowledge into structured, AI-ready content
Work cross-functionally
- Partner closely with Customer Service Group (CSG) to identify high-impact automation opportunities
- Collaborate with Engineering, AI, Product, Analytics, and Compliance to deliver scalable solutions
- Ensure platform APIs provide the data and actions AI systems need to operate effectively
Continuously optimize and scale
- Use conversation data, failure analysis, and customer feedback to improve AI performance
- Refine AI-to-human handoffs and reduce unnecessary escalations
- Identify opportunities to improve efficiency and reduce cost through better design and model usage
WHAT WE'RE LOOKING FOR
- 7+ years of experience, with 3+ years in Product Management
- Strong experience building or scaling AI-powered, conversational, or automation products
- Deep understanding of customer support operations and human-AI collaboration models
- Solid grasp of AI and technical concepts (LLMs, RAG, conversational design, APIs)
- Proven ability to balance customer experience, operational impact, and risk management
- Strong stakeholder management across engineering, AI, operations, and compliance
- Data-driven mindset with experience using metrics and feedback to improve products
- Experience in FinTech, financial services, or payments is a strong advantage
WHAT SUCCESS LOOKS LIFE FOR YOU
- Higher AI resolution rate (more issues resolved end-to-end by AI)
- Improved CSAT and NPS for AI-driven interactions
- Reduced escalations and cost per interaction
- Expanded AI coverage across more use cases and products
- High-quality AI-to-human handoffs with complete context
- Consistent AI accuracy, safety, and compliance
- Strong on-time delivery of AI roadmap milestones
Why join Maya
You'll help define how AI transforms customer support at scale—building systems that don't just automate, but actually solve problems end-to-end.
This is an opportunity to work at the forefront of AI, customer experience, and platform engineering, with real impact across millions of users.
