Senior Director of Product Management (CX Insights)

• Birdeye is building the next generation of tools that help businesses interact with and serve their customers through actionable intelligence and drive tangible outcomes
• We’re looking for a Senior Director of Product to lead, scale, and define our CX Insights vision and product organization. This is a product leadership role combining global product strategy, team leadership, strategic customer engagement, conversational analytics, and AI-native product innovation
• You should understand how multi-location enterprise businesses transform customer experience using the voice of customers across multiple channels, and be excited about building products in a rapidly evolving category
• Lead overall vision, product strategy, and multi-year roadmap for CX Insights products (including customer analytics, feedback aggregation, automated workflows, text analytics, and enterprise conversational analytics)
• Define company-wide standards for how enterprise businesses measure, analyze, and elevate customer interactions and experience
• Develop capabilities around customer resolution rates, analytics accuracy, sentiment tracking, transcriptions, competitive benchmarking, and emerging CX analytics signals
• Turn complex conversational behavior, real-time data streams, and large interaction datasets into simple, actionable experiences for business operators and marketers
• Identify opportunities to move beyond basic analytics into proactive customer workflows, automated responses, and multi-channel follow-ups
• Build, mentor, and scale a high-performing product management team driving CX Insights initiatives
• Establish product management excellence, operational rigor, and AI-first product development methodologies across the team
• Partner closely with executive leadership to align product strategy with company-wide revenue and growth objectives
• Work directly with enterprise customers to understand how they currently handle inbound/outbound communications, customer feedback, and service interactions
• Partner with C-suite and executive leaders at enterprise customer accounts to shape their AI-driven customer experience strategies
• Serve as executive sponsor for strategic CX Insights customer accounts and key industry partnerships
• Lead customer discovery, demos, and working sessions around CX Insights capabilities
• Identify emerging customer problems before they become obvious product categories
• Separate durable customer needs from short-term trends in a rapidly changing market
• Champion an AI-first product culture, leveraging AI tools extensively for research, market analysis, competitive intelligence, data analysis, prompt engineering, and product discovery
• Rapidly build POCs and prototypes using AI-assisted development tools and frameworks to validate high-impact ideas before committing engineering resources
• Use AI to generate PRDs, conversational flows, evaluation benchmarks, acceptance criteria, test cases, and edge cases
• Work closely with engineers in an AI-led development environment, using AI coding and testing tools to explore technical approaches and accelerate execution
• Partner with Engineering and Data teams on the systems required to process, analyze, and optimize real-time customer data streams and conversations at scale
• Develop a deep understanding of LLM latency, text/speech model accuracy, streaming data protocols, and the technical challenges of delivering high-quality customer experience platforms reliably
• Establish meaningful operational and product metrics (e.g., resolution rate, customer satisfaction, sentiment accuracy, latency, analytics precision) as the CX Insights ecosystem evolves

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Employee Resource Groups - network with like-minded “Birds”
• Abundant opportunities that come with a dynamic and fast-growing organization!
• Maternity & Paternity Leave- Based in the United States
• Experience building software for verticals such as Automotive, Healthcare, Dental, or Home Services is a plus
• 10+ years of product leadership experience, with a proven track record of scaling product teams and portfolios in CX Insights, Conversational AI, Customer Analytics, or Enterprise SaaS
• Proven experience building, mentoring, and scaling high-performing product management teams in fast-growing, high-tech environments
• Strong understanding of CX Insights, Customer Analytics, AI Agents, LLMs, text/speech processing, and scalable data architecture
• Strong technical fluency with APIs, data pipelines, analytics, and AI/ML concepts
• Comfortable working directly with enterprise customers and leading executive product discovery
• Comfortable collaborating with engineers in an AI-assisted development environment
• Strong product judgment and ability to operate effectively with incomplete information
• Proven experience building data-driven B2B SaaS products for enterprise customers
• Demonstrated ability to leverage AI tools for research, requirements, analysis, prototyping, and POCs
• LLM or generative AI
• Customer feedback analytics, sentiment analysis, and transcript summarization
• Real-time data processing and analytics tuning
• Customer Experience platforms / Automation
• CX Insights / Customer Analytics / Conversational AI