Product Manager, Duet

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.

Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.

We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.

About the Team

The Product Management team owns Decagon’s platform and foundational features: agent building, testing, experimentation, analytics, QA, versioning, integrations, and enterprise controls. We work across every customer segment, partnering closely with engineering, design, and go-to-market to ensure our platform is robust, scalable, and easy to use.

As one of our founding PMs, you’ll help define the product foundation that every Decagon customer uses to build and run their AI agents. You’ll own initiatives end-to-end, from discovery and scoping to launch and adoption, shaping the product experience for some of the world’s most influential businesses.

About the Role

Our agents have handled hundreds of millions of customer conversations across some of the most complex industries in the world. One pattern holds across all of them: the initial deployment is 10% of the work. The other 90% is what comes after — updating workflows as customer behavior shifts, finding gaps before they become escalations, and validating fixes before they ship.

Duet is each team's agent building partner for the full agent lifecycle, from first deployment to ongoing performance improvement. It analyzes production conversations, identifies where agents fall short, generates and validates AOP updates, and with Duet Autopilot, closes the loop with self-testing and human approval gates. It compresses days of manual analysis into minutes.

We're looking for the first PM dedicated to Duet. You'll set the roadmap, own the customer relationship, and define what it means to build software that makes agents build themselves better. This role sits at the intersection of product, AI research, and go-to-market.

In this role, you will

Own the Duet product roadmap from discovery through delivery

Spend meaningful time with customers to understand how they use Duet

Partner with engineering and research team to ship and validate quickly

Develop evaluation criteria for Duet's AI output quality

Work with GTM to translate Duet's capabilities into proof points that land with heads of CX and technical buyers — you'll be asked to join customer calls and sales demos

Define the metrics that matter: not just adoption, but whether Duet is actually making agents better over time and compressing the iteration cycle for customers

Your background looks something like this

5+ years of product management experience at a company building AI, developer tooling, or enterprise software — you've owned a meaningful surface area and shipped things real customers depend on

Technical acumen — you can read an agent trace, engage meaningfully with engineers on model behavior, and form your own opinions about whether an AI output is good or not

Strong written communication — specs, strategy docs, and async updates that don't require follow-up questions

Customer instincts — you know how to run discovery without leading the witness, and you can tell the difference between what customers say they want…