Platform Product Manager

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day. Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences. Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta. About the Role: We are hiring a Platform Product Manager to own and evolve foundational platform capabilities, starting with Identity and Access Management, or IAM. This role sits at the center of how our enterprise AI platform scales: who can access what, how systems integrate, and how customers operate securely and reliably across complex environments. This is a great role for someone who is technically fluent, highly proactive, and excited to take real ownership of an important product area. You do not need to be an IAM expert on day one, but you should be comfortable digging into technical systems, partnering closely with engineering, asking sharp questions, and making clear product decisions in ambiguous areas. You’ll work closely with engineering, security, customer-facing teams, and other Product Managers to define, prioritize, and deliver capabilities that support both AI agents and human workflows. Over time, this role may expand into additional shared platform capabilities. What You’ll Do: Own and drive foundational platform capabilities, starting with IAM, including authentication, authorization, user management, access control models, and auditability Define the roadmap and backlog for your product area, balancing customer needs, enterprise readiness, and long-term platform direction Partner closely with engineering and security to make product decisions, evaluate tradeoffs, and drive execution Work with Solution Architects and implementation teams to ensure platform capabilities are practical to deploy, integrate, and operate in real customer environments Support integrations with enterprise systems used for access control and provisioning, such as HRIS, CCaaS, ITSM, and identity providers Bring structure to ambiguous problems, proactively drive decisions, and keep work moving across multiple parallel workstreams Help customer-facing teams understand how platform capabilities work, including configuration, rollout, and operational guidance Contribute to the evolution of shared platform capabilities beyond IAM as priorities emerge What We’re Looking For: 3+ years of experience in product management or a technical / technical-adjacent role, such as software engineering, solutions architecture, technical program management, implementation, or similar Strong technical fluency: you’re comfortable discussing APIs, system behavior, architecture, technical tradeoffs, and implementation details with engineering teams Strong product judgment and the ability to make clear decisions in ambiguous, systems-level problem spaces High ownership, strong follow-through, and a bias toward action Ability to work effectively across engineering, security, customer-facing, and implementation teams Bonus Points: Experience with identity, access, or permissions systems, such as IAM, RBAC, authentication flows, SSO, SCIM, or provisioning Prior hands-on engineering experience or experience working deeply with technical systems Experience with platform, in