Product Manager

TITLE: Product Manager

REPORTING TO: Product Lead

LOCATION: Brooklyn, NY (Onsite Monday - Friday)

Who Is Flip?

There are 3 runaway categories in B2B AI — coding, legal, and customer support. We're at the center of the third, with a one-of-one market position and hundreds of diehard fan clients, from Under Armour to Tory Burch to some of the largest healthcare institutions in the country.

The market is dividing into two camps: generic tooling-and-FDE players building custom agents from scratch, and industry-specific solutions winning on client love due to speed of ROI. We're firmly the latter. Retail and healthcare alone represent $5B+ TAMs each, and we're still early.

We built the company on a simple idea: the best way to grow is to have a reference list as long as your customer list. We're a team of 100+ now, with offices in NYC, LA, and the UK. Many people here will tell you it's the best place they've worked and the hardest they've worked. Both are true.

What You’ll Do

Own defined areas of Flip’s product end to end, including defining product direction, shaping solutions, and driving execution across core voice experiences, automation capabilities, and real-world product behavior. Reporting to the Product Lead, you set direction and ensure execution within your scope, defining and deciding what gets built, what doesn’t, and why.

You’ll work on problems like:

• • Automating complex customer calls (subscriptions, billing, healthcare workflows)
  • Designing AI behavior in ambiguous, multi-turn conversations
  • Improving retention, resolution rates, and customer experience through automation
  • Building systems that combine voice, AI, APIs, and real-time decisioning

This role sits at the intersection of:

• • product
  • AI systems
  • customer experience
  • business outcomes

Core Day-to-Day

• You care about the customers’ customers and understand their needs along their consumer journey
• Own the success of one or more core product features, focusing on measurable outcomes and real-world impact - not just outputs, timelines, or feature delivery 
• Collaborate with Customer Success, Engineering, Sales, and Marketing to ensure strong product adoption, clarity of value, and real customer impact. 
• Comfortable meeting with our customers (Retail or Healthcare companies), and are confident in showcasing to them how we can increase their phone automation over time 
• A copilot to Engineering when it comes to setting priorities, making detailed specs, helping with QA, as each additional call automated is an additional dollar in revenue 
• Know why each new feature is impactful and important and can align with Marketing on getting it to the right customers 
• Set a high bar for execution, usability, and coherence across the vertical portal
• Excited to continue delivering our WEEKLY product releases (https://flipcx.com/product-releases/)

Who You Are, As A PM

• You’ve built products where success depended on getting the system behavior right — not just shipping features
• You think in terms of outcomes (revenue, retention, efficiency) - not just features
• You’re comfortable working on products that combine software, data, and AI behavior
• You have strong intuition for systems, APIs, and product constraints (latency, reliability, scale)
• You’ve worked on or closely with AI, automation, or complex workflow products
• You can design experiences for high-stakes user actions (payments, cancellations, order by phone, scheduling)
• You are highly data-driven and define success through clear, measurable metrics
• You are known for thinking through edge cases, failure modes, and real-world usage
• You thrive in fast-paced environments where you define the problem before solving it
• Eager and willing to support your teammates - just like they will with you!

More About Us

• We're international, spanning the US, UK, and Canada
• We’ve raised +$30M to date including our recent $20M Series A - backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon Data
• Comprehensive healthcare and unlimited vacation, including a mandatory half week for everyone over July 4, and a full week off at the end of the year
• In office 5 days/week