Product Manager CX Full Time NEW

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Use Case Discovery & Validation

• Identify and prioritize agent use cases with high ROI: operational automation, coordination agents, internal task delegation, etc.

• Work with users and stakeholders to understand their workflows, challenges, and trust boundaries.

• Prototype and iterate agent behaviors in production-like environments to validate fit and reliability.
• Experience with Support Tech Stacks: Deep familiarity with CRM and Help Desk platforms like Zendesk, Salesforce Service Cloud, or Jira Service Management.

Product Design and execution

• Define the agent experience -from delegation to monitoring to escalation for real-world scenarios.

• Translate use cases into clear product specs: user flows, system interactions, prompts, safety requirements, and interfaces.

• Own the roadmap and ship iteratively: starting small, learning fast, scaling wisely.
• Proven track record of building or optimizing Help Centers, Knowledge Bases, or AI Chatbots that successfully diverted support tickets

Cross-Functional Collaboration

• Collaborate with engineering to align product needs with agent platform capabilities (planning, memory, tool orchestration, retries, etc.).

• Partner with AI research to bring experimental features into real-world settings.

Ensure the platform supports the complexity of applied, multi-step, tool-using agents.

Strategy & Metrics​​​​​​​

• Define success metrics around outcomes – time saved, accuracy improved, failures recovered – not just clicks or sessions.

• Build product foundations that allow for vertical reuse, system generalization, and long-term scalability.

Qualifications

Minimum Qualifications

• 5+ years of product management or startup experience building technically complex, user-facing systems

• Strong intuition for applied use cases — especially in automation, operations, or real-world workflows

• Familiarity with agentic AI patterns and tooling (e.g., LLM agents, tool use, LangChain, OpenAI functions, memory systems)

• Experience working closely with engineers and researchers on system-level product decisions

• Strong communication, prioritization, and execution skills

Preferred Qualifications

• Exposure to or interest in domains like logistics, field ops, manufacturing, or systems integration

• Background in AI/ML infrastructure, developer platforms, robotics, or IIoT

• Experience designing for human-in-the-loop or semi-autonomous systems

• Hands-on experience with prototyping workflows or agents using modern frameworks (e.g. LangGraph, AutoGen)

We’re building intelligent, autonomous AI agents that can reason, plan, and act across real-world workflows. These agents go beyond chat — they take meaningful action, work across tools and systems, and operate in complex, high-stakes environments.

As our Product Manager, you’ll lead the definition and delivery of early use cases for Customer experience. You’ll turn cutting-edge agent capabilities — like long-term memory, tool use, and planning — into applied, valuable products.

You’ll be use-case–driven, but platform-aware — working closely with engineering and research to ensure what we build is feasible, scalable, and aligned with the underlying agent architecture.

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.