Senior Product Manager

About harpin AI

harpin AI is a high-growth startup on a mission to help enterprise clients unlock the hidden value of their data. We solve the most critical hurdle in AI: data integrity.

Our Pedigree: Our founding team built the Disney MagicBand and Carnival’s Ocean Medallion, two of the most complex personalized guest experience systems ever deployed. They learned firsthand that the hardest problem isn’t the AI, it’s the data underneath it. harpin AI exists to solve that problem at scale.

The Proof: This isn’t a lab; these are real outcomes. Princess Cruises cut handle time by 38%, Belami eCommerce grew CLTV by 16%, and our deployments are delivering 40%+ data quality improvement across enterprise systems already “in production.”

The Short Version

harpin AI turns messy, fragmented contact center data into intelligent systems that actually work: real-time routing, AI-powered agent assist, identity resolution across channels. We’re a ~80-person company where product decisions have immediate, measurable impact on how millions of customer interactions play out every day.

Position Overview

As a Principal/Senior Product Manager at harpin AI, you will play a pivotal role in shaping the future of our products and driving the company’s success. You will be the primary advocate for our customers, leading the strategic vision, development, and execution of our product. This is a unique opportunity to take ownership and make impactful decisions that will shape the direction of the company.

Position Location: Remote

Reports to: CPO

Travel Required: Up to 25% (Customer Meetings, Trade Shows, Company Events)

We’re hiring a Principal or Sr Level Product Manager to own some of the hardest problems in the contact center AI space. Not to manage a backlog. Not to write tickets. To discover what customers actually need, validate it fast, and ship solutions that create durable competitive advantage.

If you’ve spent your career turning deep customer insight and technical intuition into products that changed how an industry works and you want to do it again with AI that’s rewriting the rules in real time, keep reading.

What You’ll Actually Do

Own outcomes, not roadmaps. You’ll be accountable for solving specific, meaningful customer problems not for shipping a list of features on a timeline. Your success is measured by whether customers’ businesses improve, not by whether you hit a release date.

Run continuous discovery. You’ll spend real time with contact center leaders, agents, and operations teams not to “gather requirements” but to develop a deep, evolving understanding of how work actually happens, where value is lost, and where intelligent systems can fundamentally change outcomes. You’ll validate ideas before they become commitments.

Lead an empowered product team. You’ll work as a true trio with engineering and design, not handing specs over a wall, but solving problems together. Your engineering partners are building with AI-native tools and moving fast. You need to match that pace with equally rigorous discovery and decision-making.

Make hard calls with imperfect information. Which problems are worth solving? What’s a real signal versus noise? When does a forward-deployed experiment become a scalable product? When do you kill something that’s not working? You’ll make these decisions constantly, and you’ll be right often enough that the team trusts your judgment.

Bridge the gap between AI capability and customer value. The contact center space is being flooded with AI promises. Most of it is vaporware or science projects. You’ll figure out where machine learning, real-time inference, and intelligent automation create genuine, defensible value and just as importantly, where they don’t.

Turn bespoke into repeatable. Harpin works deeply with enterprise customers. Some of the best product ideas start as one-off solutions. You’ll identify which innovations deserve to become standardized capabilities, define what “productized” means, and ensure the transition happens without losing what made the original solution valuable.

What Makes This Role Different

AI isn’t a feature here, it’s the product. You’re not bolting ML onto an existing SaaS platform. You’re building systems where intelligence is the value. That means product decisions and model decisions are inseparable, and you need the technical depth to navigate both.

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