Product Manager - Telephony and AI
We’re looking for a strategic and execution-focused Product Manager to own and evolve our communications and AI toolset. This is a high-impact role responsible for delivering seamless, efficient, and intelligent communication experiences for both our customers and our internal teams. You’ll partner closely with engineering, sales and service, operations, and compliance to continuously improve how we connect with customers and streamline our call center operations.
Responsibilities
- Support the product vision and roadmap, and guide cross-functional teams to execute projects that align with that strategic direction.
- Lead cross-functional teams through discovery, delivery, and iteration of features that improve call routing, agent efficiency, and customer engagement.
- Define, build, and deploy interactive AI bots and conversational interfaces to automate customer self-service and triage requests.
- Identify opportunities to use AI and machine learning for operational automations, such as sentiment analysis, call transcription, and intelligent summarization.
- Create product requirements and work with engineering to drive technical execution on key platforms and integrations.
- Define and track success metrics for agent efficiency, customer satisfaction, and the performance of our AI-driven automations.
- A strong systems thinker with a technical background comfortable working closely with engineers on complex system architecture and backend-heavy products.
- Serve as the product expert on our communication stack and drive continuous innovation in how we connect with our users.
Requirements
- English language proficiency
- Ukrainian language proficiency
- 3+ years of product management experience.
- Ability to lead a Scrum team with remote engineering, product and design members.
- A track record of delivering successful products and features.
- Exceptional analytical skills with the ability to independently mine data, surface key insights, and use them to drive product decisions and growth.
- Proven ability to work cross-functionally in fast-paced environments.
- Excellent written and verbal communication skills — clear, concise, and collaborative.
Nice to have skills
- Contact Center and Start Up experience.
- Experience with telephony and omnichannel communications platforms (e.g., Twilio, Genesys, Five9, RingCentral, etc.).
- Experience building and deploying interactive bots (voice or chat) or other conversational AI products.
- SQL skills: comfortable independently querying large datasets to support product decisions.
How Matic stands out
- Collaborative environment with colleagues based in our Lviv office, working alongside United States, Ukrainian, Colombian and Philippines teams.
- You'll have a significant impact on the company's success and work on a product that's central to our business.
- We have a collaborative, supportive, and fun company culture.
- You'll have the opportunity to grow your career and develop your skills in a fast-paced and innovative environment.
About Matic
Matic is a startup with ample opportunities for growth. Since 2014, Matic has changed the landscape of the insurtech industry by integrating insurance within the home and auto ownership experience. Today, Matic’s digital insurance marketplace has over 50 A-rated home and auto carriers, as well as distribution partners in industries ranging from mortgage origination and servicing to banking, auto financing, and much more.
We hire rock stars who are passionate about owning their work and are obsessed with finding a better way. Working at Matic means working collaboratively towards one common goal; we are one team with one dream. We have a fast-paced culture that is driven by quality, transparency, and of course fun.
