Product Manager, Conversational AI & Communications Platform
Department: Engineering
Reports To: VP of Engineering
About Mango Voice
Mango Voice is a leading provider of cloud-based communication solutions, helping businesses of all sizes connect with their customers through innovative VoIP, SMS, and collaboration tools. We are rapidly expanding our partner ecosystem and are looking for a driven individual to manage the technical and operational aspects of these new alliances.
The Role
Mango Voice is searching for a highly technical and strategic Product Manager for the Conversational AI & Communications Platform to own the roadmap for our core Voice, Messaging, and AI capabilities. This pivotal role requires a product leader who can seamlessly integrate these technologies to create superior customer experiences, particularly in the healthcare domain.
You will be responsible for defining the future state of how patients connect with both human employees and AI agents. This includes ensuring all communication channels (Voice, SMS, MMS, WhatsApp) are intelligently routed and that both human and AI agents have the necessary context (e.g., patient information) to act effectively during the interaction.
Key Responsibilities
Product Strategy & Vision (Voice, Messaging, and AI):
Define and champion the long-term vision and product strategy for the unified Conversational AI and Communications Platform, ensuring alignment with overall company goals and market trends.
Deeply understand the current and future needs of the market, our users (patients and office staff), and the competitive landscape, particularly concerning AI-powered communication flows.
Conversational Experience Design:
Own the complete flow of an interaction, whether it begins via voice call, text, or social messaging.
Design the logic and requirements for intelligent routing that decides whether an interaction is best handled by an internal employee or a dedicated AI agent.
Specify requirements for an agent-facing platform (human and AI) to securely access and utilize patient-specific information (contextual data) at the moment of interaction.
Drive the product development for AI capabilities, including natural language understanding (NLU), dialogue management, sentiment analysis, and seamless handoffs between AI and human agents.
Product Delivery & Execution:
Manage the full product lifecycle from ideation and requirements gathering to launch, adoption, and iteration.
Partner closely with the Engineering teams (Voice, Messaging, and AI) to prioritize the backlog, write clear and detailed user stories, define acceptance criteria, and manage the sprint process (Agile/Scrum).
Define and track key performance indicators (KPIs) for platform reliability, AI performance, user adoption, and customer satisfaction.
Cross-Functional Collaboration & Go-to-Market:
Work with UX/Design to create intuitive and effective interfaces for configuration and monitoring.
• Collaborate with Sales, Marketing, and Customer Success to define the platform's value proposition, create compelling product documentation, and ensure successful product launches and market adoption.
Required Qualifications
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• 5+ years of experience in Product Management, with a minimum of 2 years directly managing products related to one or more of the following: Voice/Telephony (CPaaS/UCaaS), Messaging (SMS/MMS/WhatsApp), or Conversational AI/Chatbots.
• Strong technical acumen with the ability to engage deeply with Engineering on API design, platform architecture, and scalability challenges.
• Demonstrated experience defining and launching complex products that involve multi-channel communications and intelligent routing logic.
• Excellent communication skills with proven ability to influence cross-functional teams and present confidently to executive leadership.
Preferred Qualifications
• Prior experience in the Healthcare or Patient-Provider Communication space, understanding compliance and security requirements (e.g., HIPAA).
• Direct experience with Natural Language Processing (NLP) technologies and building out production-ready conversational agents.
• Experience integrating third-party data or CRM/PMS/EHR systems to provide contextual information to communication agents.
• Experience with the Shape Up framework or certification in an Agile framework (e.g., CSPO, PSPO).
Technical product manager who knows all three of VoIP/Telephony, SMS/MMS, and AI. I know that's a tall order