Director, AI Products

Location - Level AI | Mountain View, CA (Hybrid) About Level AI Level AI is the conversational intelligence platform purpose-built for the modern enterprise. Our generative and agentic AI products help enterprise customer experience teams automate customer interactions, monitor quality of AI and human agents, coach agents in real time, surface customer insight at scale, and turn every conversation into a competitive advantage. We're backed by Battery Ventures, Adam Street Partners, ENIAC, and other leading investors, and we partner with some of the most recognized brands in retail, fintech, healthcare, and SaaS. We're moving fast — shipping AI features that meaningfully change how contact centers operate — and we're looking for a product leader who can match that pace. The Role As Director, AI Products, you'll own product strategy and execution for Level AI's core AI-native product lines — including Agent Assist, AutoQA, Voice of the Customer, agent coaching, and our generative summarization and analytics surfaces. You'll lead a team of senior product managers, partner closely with our AI/ML and applied research teams, and report directly into senior leadership. This is a high-ownership role for someone who can hold both the strategic frame (what should we build, why now, for whom) and the technical detail (how do we evaluate this model, what's the right accuracy bar, where does latency break the experience). You'll be expected to operate as a peer to engineering and to make calls on model selection, eval frameworks, and AI product trade-offs that other PMs would defer on. What You'll Do Own the multi-quarter roadmap and product strategy for Level AI's AI product portfolio Lead, hire, and develop a team of senior product managers across AI surfaces Partner with AI/ML engineering and applied research on model selection, fine-tuning vs. prompting trade-offs, RAG architecture, and evaluation methodology. Shape our agentic product roadmap — multi-agent systems, agent harnesses, and orchestration patterns for autonomous and human-in-the-loop contact center workflows Define accuracy benchmarks, guardrails, and quality bars for every AI feature we ship — and the eval infrastructure to measure them Translate contact center workflows and frontline pain points into AI product opportunities through deep customer discovery Drive 0→1 launches of new AI products and scale existing ones into broader enterprise adoption Partner with GTM (Sales, Marketing, Customer Success, RevOps) on positioning, pricing, packaging, and competitive differentiation Use telemetry, customer research, and qualitative signal to inform prioritization and kill what isn't working What We're Looking For Required 8+ years of product management experience, with at least 4 years shipping AI/ML or NLP products in production at scale Demonstrated track record leading LLM-powered, speech, or conversational AI products through 0→1 and scale stages Strong technical fluency — comfortable discussing prompt engineering, eval design, RAG, fine-tuning, hallucination mitigation, and latency/cost trade-offs with engineers B2B SaaS experience, ideally enterprise People management experience — you've hired, leveled up, and retained senior PMs Sharp written and verbal communication; can move from a customer call to an exec readout to a model trade-off doc without losing precision Preferred Background in conversational intelligence, contact center technology (CCaaS, WEM, QA), speech/ASR, or applied NLP Experience at companies in the conversational AI, contact center, or revenue intelligence space. Technical degree (CS, EE, or equivalent) or strong applied AI/ML credentials Comfort operating in a high-growth, fast-shipping environment AI Proficiency We expect every product leader at Level AI to use AI tools fluently in their own daily work — not just to ship AI products, but to think with them. You should be using AI for research synthesis, eval design, customer call analysis, document d