Staff Product Manager, Conversation Intelligence

About Invoca: Invoca is the revenue execution and platform leader that helps marketing, commerce, and contact center teams turn every conversation into revenue. Through its AI agents, Invoca engages, qualifies, and converts customers across SMS and voice, orchestrating seamless buyer journeys and measurable, profitable growth. With over 300 employees, 2,000+ customers, and $100M in revenue, the company continues to lead the category it created. Invoca's AI vision centers on using trustworthy, first-party data to deliver intelligent, authentic, and empathetic AI — connecting digital and human experiences to build lasting customer relationships. Invoca has raised $184M from leading investors, including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures. The Opportunity: Make Every Conversation Actionable Invoca is an AI-powered revenue execution platform that brings together marketing, commerce, and contact center teams to turn every customer interaction into measurable, profitable growth. Most conversation intelligence platforms only see one side of the interaction — either the AI agent or the human agent, never both on the same infrastructure. Invoca runs both, which means this role has something rare: a single dataset where AI and human conversations can be measured against one standard, compared directly, and improved off the same signal. That's the core bet of this role, and it's the reason it exists. You'll work directly with customers to define what "good" means for their conversations, and build the infrastructure that lets that definition keep evolving as their business does. The Role This role owns conversation intelligence at Invoca — turning every interaction, across voice, SMS, and digital, into structured signal the rest of the business builds on. That includes what surfaces from a single call and what surfaces at scale across the full interaction data set. What this intelligence drives spans the business: Agentic ROI — proving which AI agent behaviors actually move outcomes, so investment decisions are made on evidence, not intuition Agentic and human agent experience — one shared quality standard, whether the agent on the call is AI or human Voice of Customer — surfacing what customers are actually saying and feeling at scale, not just what a sampled QA review catches Post-call workflows — sentiment, summarization, and structured outputs teams can trust without re-listening to the call Paid media and marketing attribution — signals sharp enough that marketing can optimize spend against real outcomes, not proxies On a given week, that might mean sitting in on a failed-call review and forming your own hypothesis before the data team explains theirs, then turning that into a spec that changes what gets flagged on every call like it going forward. Your Role and Impact You'll personally own the conversation intelligence strategy and roadmap — from what gets detected in raw conversation data, through how quality is defined for both AI and human agents, to what marketing and leadership can act on. This is a staff-level role because none of these consumer groups currently agree on what "good" looks like, and reconciling that — technically and organizationally — is the job. You're not executing someone else's roadmap; you're defining what the intelligence layer is allowed to be. You'll report to the VP of AI Products & Strategy, with close partnership across platform teams (data, speech, agentic) and marketing/PMM. What You'll Be Doing Set the technical strategy — partner directly with platform teams on what's detectable and defensible today, and drive the roadmap for what gets detected next and how it feeds actions across the platform, not just reports Design the system, not just the features — decide what's shared intelligence infrastructure vs. consumer-specific, so quality, Voice of Customer, and post-call outputs operate as one coherent product instead of three disconnected efforts Build with customers, not just for them — work hands-on with customers to define what "good" means for their conversations, and with sales, PMM, and CS to make sure that definition shows up correctly in how the product is sold, onboarded, and expanded Be a visible voice in the market — speaking engagements, analyst briefings, and thought leadership that position Invoca's point of view on conversation intelligence and agentic AI measurement Make the hard sequencing calls — decide what ships first when multiple legitimate consumers all want to be first, and defend saying no to some of them What You'll Bring 7+ years in product management , including 2-3 at staff or principal level owning a data, analytics, or ML-adjacent product end to end — not a feature within one Direct experience defining and defending evaluation criteria for AI-generated output — accuracy thresholds, hallucination tolerance, what "shippable" means when the answer is genuinely ambiguous Comfort working with ambiguous, high-volume unstructured data (transcripts, conversations) and the discipline to say "we don't know that yet" instead of shipping a plausible-sounding inference A track record of building something that had to serve genuinely conflicting stakeholder needs off the same underlying data, and making the call on whose need wins Experience partnering with data engineering on pipeline and schema decisions — you don't need to write the jobs, but you need to know why a late-binding schema is a real problem, not a nuisance Sharp, low-noise communication — staff PMs here write the doc that ends the debate, not the one that restarts it Nice to Have Background in using conversation intelligence for sales, contact center quality management, conversation analytics, or marketing attribution Experience standing up an evals framework from scratch and using it to drive AI improvement loops Exposure to proving ROI for AI/automation initiatives to non-technical stakeholders 📍 Location: This is a remote-first role. We are currently hiring in the following locations: 📍 United States: Greater Los Angeles Area (including Santa Barbara and San Diego) · SF Bay Area · Denver Metro · Austin Metro · Chicago Metro · Greater NYC Area · Seattle Metro Canada: Toronto (AI/ML technical roles only) Candidates must be based within ~2 hour drive of these areas. Occasional business travel may be required. Location & Inclusion Location: Remote, open to candidates in the United States and Canada. Visa sponsorship not available; transfers considered. Diversity, Equity & Inclusion: Invoca is committed to an inclusive culture that values diverse perspectives. We are an equal opportunity employer. Compensation, Benefits & Perks: At Invoca, we believe great work starts with taking care of our people. That's why we offer competitive compensation and benefits designed to support your health, your family, your growth, and your life outside of work. For teammates in the U.S., health benefits begin on your first day of employment. Compensation Base Salary: $139,000–$208,000* Variable Compensation: Bonus and/or commission eligibility, where applicable. Equity: All employees are invited to share in Invoca's success through our stock option program. *Actual compensation will depend on factors including experience, skills, and location. Benefits & Perks Health & Wellbeing Day-One Health Benefits – Medical, dental, and vision coverage begins on your first day of employment for U.S.-based teammates. Mental Wellbeing – Access to mental wellbeing support and an Employee Assistance Program (EAP). Wellness Subsidy – Reimbursement that can be applied toward gym memberships, fitness classes, and more. Time Away Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy gives you the flexibility to recharge and take time away when you need it. Paid Holidays – Invoca provides 20 U.S. paid holidays, including a winter break, giving you time to rest, recharge, and spend time with friends and family. Paid Family Leave – Up to 12 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.* Paid Medical Leave – Up to 12 weeks of 100% paid leave for childbirth and medical needs.* Growth & Career Enterprise-Grade AI Tools – Access to industry-leading enterprise AI tools, including leading LLMs and agentic AI workflow solutions to help you maximize productivity and work more effectively. Professional Development – Annual reimbursement of up to $1,000 per fiscal year to support learning, certifications, conferences, and other professional development opportunities. Financial Benefits 401(k) – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.* Recognition & Community Recognition Programs – We celebrate great work through company-wide and team recognition programs, including President's Club and quarterly and departmental awards recognizing innovation, execution, and customer impact. InVacation (Sabbatical) – As a thank-you to our long-term team members, we offer a sabbatical after seven years of service. *Some benefits may vary for teammates outside the U.S. based on local laws, regulations, and country-specific offerings.