Senior Product Manager
Remote
About harpin AI
harpin AI is a high-growth startup on a mission to help enterprise clients unlock the hidden value of their data. We solve the most critical hurdle in AI: data integrity.
Our Pedigree: Our founding team built the Disney MagicBand and Carnival’s Ocean Medallion, two of the most complex personalized guest experience systems ever deployed. They learned firsthand that the hardest problem isn’t the AI, it’s the data underneath it. harpin AI exists to solve that problem at scale.
The Proof: This isn’t a lab; these are real outcomes. Princess Cruises cut handle time by 38%, Belami eCommerce grew CLTV by 16%, and our deployments are delivering 40%+ data quality improvement across enterprise systems already “in production.”
The Short Version
harpin AI turns messy, fragmented contact center data into intelligent systems that actually work: real-time routing, AI-powered agent assist, identity resolution across channels. We’re a ~80-person company where product decisions have immediate, measurable impact on how millions of customer interactions play out every day.
Position Overview
As a Principal/Senior Product Manager at harpin AI, you will play a pivotal role in shaping the future of our products and driving the company’s success. You will be the primary advocate for our customers, leading the strategic vision, development, and execution of our product. This is a unique opportunity to take ownership and make impactful decisions that will shape the direction of the company.
Position Location: Remote
Reports to: CPO
Travel Required: Up to 25% (Customer Meetings, Trade Shows, Company Events)
We’re hiring a Principal or Sr Level Product Manager to own some of the hardest problems in the contact center AI space. Not to manage a backlog. Not to write tickets. To discover what customers actually need, validate it fast, and ship solutions that create durable competitive advantage.
If you’ve spent your career turning deep customer insight and technical intuition into products that changed how an industry works and you want to do it again with AI that’s rewriting the rules in real time, keep reading.
What You’ll Actually Do
Own outcomes, not roadmaps. You’ll be accountable for solving specific, meaningful customer problems not for shipping a list of features on a timeline. Your success is measured by whether customers’ businesses improve, not by whether you hit a release date.
Run continuous discovery. You’ll spend real time with contact center leaders, agents, and operations teams not to “gather requirements” but to develop a deep, evolving understanding of how work actually happens, where value is lost, and where intelligent systems can fundamentally change outcomes. You’ll validate ideas before they become commitments.
Lead an empowered product team. You’ll work as a true trio with engineering and design, not handing specs over a wall, but solving problems together. Your engineering partners are building with AI-native tools and moving fast. You need to match that pace with equally rigorous discovery and decision-making.
Make hard calls with imperfect information. Which problems are worth solving? What’s a real signal versus noise? When does a forward-deployed experiment become a scalable product? When do you kill something that’s not working? You’ll make these decisions constantly, and you’ll be right often enough that the team trusts your judgment.
Bridge the gap between AI capability and customer value. The contact center space is being flooded with AI promises. Most of it is vaporware or science projects. You’ll figure out where machine learning, real-time inference, and intelligent automation create genuine, defensible value and just as importantly, where they don’t.
Turn bespoke into repeatable. Harpin works deeply with enterprise customers. Some of the best product ideas start as one-off solutions. You’ll identify which innovations deserve to become standardized capabilities, define what “productized” means, and ensure the transition happens without losing what made the original solution valuable.
What Makes This Role Different
AI isn’t a feature here, it’s the product. You’re not bolting ML onto an existing SaaS platform. You’re building systems where intelligence is the value. That means product decisions and model decisions are inseparable, and you need the technical depth to navigate both.
You’ll feel your impact. At our scale, a single product decision can shift the trajectory of the company. You won’t spend months navigating org politics to get something approved. You’ll spend that time in discovery, prototyping, and learning.
The CEO and CPO believe in empowered teams. This isn’t a company where “product-led” is a slide in a deck. Leadership is actively building toward a model where product teams own problems end-to-end. You’ll have real autonomy and real accountability.
The domain is deep and the problems are hard. Contact centers sit at the intersection of real-time systems, human behavior, messy data, and high-stakes customer interactions. If you like problems with genuine technical and behavioral complexity, this is it.
You Might Be the Right Person If…
- You’ve shipped AI/ML-powered products that customers actually use and pay for: not demos, not pilots, products at scale.
- You’ve operated in product discovery environments: performing customer interviews, rapid prototyping, experimentation, and evidence-based decision-making not just prioritization frameworks.
- You have strong opinions about where AI creates real value in enterprise workflows versus where it’s theater, and you can articulate why.
- You’ve worked in or around contact centers, customer experience, identity resolution, or adjacent domains and you understand the operational realities, not just the technology.
- You’ve navigated the tension between enterprise customer needs and building scalable, repeatable product and you have a philosophy for when to customize and when to say no.
- You communicate with precision. You write clearly. You can hold a room of executives or a room of engineers with equal credibility.
- You’ve done this for 7+ years and you’re looking for a place where your judgment, speed, and depth will be the difference between a good company and a great one.
Relevant Technical Context
You don’t need expertise in all of these, but familiarity with several signals that you’ll ramp fast:
- Identity resolution and entity matching across fragmented data sources
- Real-time ML inference (routing, next-best-action, recommendation systems)
- Contact center ecosystems: CCaaS, CRM, WFM, QM platforms and how they interconnect
- Connector/integration architecture for enterprise environments
- AI agent frameworks — copilots, agent assist, autonomous workflows
- Multi-touch attribution and customer lifetime value modeling
- B2B Enterprise experience
What We Offer
- Equity (stock options) you’re building this with us
- Competitive benefits: medical, dental, vision, 401K
- PTO and paid holidays
- A product leadership team that’s serious about doing this the right way
- Hard problems worth solving, with real customers who care about the outcomes
Harpin AI is building the intelligence layer for contact centers. If you want to do the best product work of your career in a space where AI is creating genuine, measurable value not just hype — we’d like to talk.