Senior Product Manager, AI Copilot & Conversation Intelligence

About the Role

Caregiving is broken. Families facing one of the hardest decisions of their lives are left to navigate it alone, with little clarity on what their loved one needs or where to find it. A Place for Mom is building the AI-powered platform to change that, and to step-change the industry standard for finding the right senior care option for loved ones. This role is a pivotal part of that equation: connecting families, through advisors, to the providers who can care for them.

We are looking for a Senior Product Manager to own how A Place for Mom advisors reach families across phone, SMS, and chat, and the intelligence built on those conversations, from the first call through to the move.

You will design and ship the systems advisors rely on in every conversation: the channels they use to connect, the live transcript those conversations produce, and the real-time coaching and insights built on top of it. You will partner across Product, Engineering, Data, Sales, Sales Operations, and Compliance, and own measurable outcomes in connection rate, advisor efficiency, and move-in rate.

This is an AI-native product role with deep technical fluency, not a telephony role with AI seasoning. If you use AI to do your own best work every day, think at the architecture level, and want to turn every family conversation into an input to the product, this is for you.

What You'll Own

• Communication channels
• Be the product owner for our telephony systems and every advisor-to-family communication channel: outbound and inbound calling, SMS, advisor chat, and follow-up email
• Own the product strategy and roadmap for how advisors reach families across phone, SMS, and chat, and how the right channel gets chosen for each family
• Lead the product side of our move to a next-generation contact center platform: evaluation, migration, and keeping today's platform stable and current until cutover
• The live transcript

Treat the live transcript as a product: define the contract that real-time coaching, call scoring, the family's care profile, and advisor summaries all build on Balance what each consumer needs, from real-time delivery during the call to complete post-call records to structured data pulled from what the family said

• Copilot and conversation intelligence
• Build real-time, in-app coaching and insights that guide advisors during the call, not after it
• Build call scoring and coaching dashboards that give sales managers clear coaching opportunities, scored off our own transcripts inside our own product
• Follow-up and nurture
• Define where leads go after referral, whether they stay with their current advisor or move to a dedicated follow-up advisor, and how they are prioritized
• Own the treatment each family receives: the mix and cadence of calls, SMS, and email, and the outreach strategy that keeps families engaged through a long decision
• Compliance and partner integrations
• Build do-not-call and consent requirements into every channel from the start, so families' stated preferences are honored everywhere
• Partner with our provider-facing teams to deliver live transfer to senior care partners across our network
• Measurement and experimentation
• Define metrics, baselines, and targets for connection rate, calls per family, advisor coaching behaviors, and move-in rate; set hypotheses and lead learning agendas
• Instrument every launch so we know what moved the outcome, and translate what we learn into clear investment recommendations

What Success Looks Like in 12 Months

The next-generation contact center platform is live for advisors, and live transcription is flowing into the product as a defined contract other teams build on Real-time in-call coaching is live for a pilot group of advisors, with a measurable change in the call behaviors that separate top performers

• Sales managers are coaching from call scoring and dashboards built on our own transcripts
• Connection rate is up and calls per family are down, while move-in rate holds or improves
• A follow-up and nurture model covering routing, prioritization, and cadence across call, SMS, and email is live and attributable to move-in rate
• Compliance requirements are built into every channel, with no regressions through the platform migration

What You Bring

• 5–8+ years of experience in product management, including shipping real-time, conversational, or communications products such as contact center, telephony, messaging, or voice
• AI-native in how you work, not just in what you build: you use LLMs and agents every day to research, prototype, analyze, and ship, running work in parallel and putting interactive prototypes in front of people instead of decks
• Hands-on experience applying LLMs to real data: you connect models directly to data sources to explore on your own, and you have used them to analyze conversations at scale, defining the signals to extract before you run the analysis
• Sound judgment on where AI belongs: you know when a deterministic system beats an agentic one, especially where attribution matters, and how to give a deterministic flow an agentic feel
• Technical fluency at the architecture level, including APIs, event streams, data models, identity resolution, and real-time transcription pipelines, and the ability to shape sequencing around technical constraints and hard dependencies
• A habit of starting with a quantifiable wedge, not the whole vision, and building reusable primitives that outlast the platform they launch on Comfort acting on directional signal while being explicit about confidence, paired with the rigor to validate at scale before you commit
• Proven ability to write clear requirements, run experiments, partner closely with engineering, and own delivery end-to-end
• Experience aligning sales leadership, operations, compliance, and engineering around a shared roadmap
• Bonus: contact center platform migrations, speech and transcription technology, conversation intelligence or call scoring, TCPA or do-not-call compliance, marketplace or health-adjacent domains
• Why You'll Love It Here
• Mission-driven work that helps families make meaningful, high-stakes decisions
• The opportunity to shape how AI shows up in every advisor conversation at a pivotal moment for our advisor platform
• A role that combines communications infrastructure, conversation intelligence, and AI-native product building, three skill sets that rarely sit in one seat
• High-leverage influence across advisors, sales leadership, and cross-functional partners
• The chance to turn every family conversation into an input to the product, and to build the coaching that no competitor can buy

About A Place for Mom

A Place for Mom is the leading platform guiding families through every stage of the aging journey. Together, we simplify the senior care search with free, personalized support — connecting caregivers and their loved ones to vetted providers from our network of 15,000+ senior living communities and home care agencies.

Since 2000, our teams have helped millions of families find care that fits their needs. Behind every referral and resource is a shared goal: to help families focus on what matters most — their love for each other.

We’re proud to be a mission-driven company where every role contributes to improving lives. Caring isn’t just a core value — it’s who we are. Whether you’re supporting families directly or driving innovation behind the scenes, your work at A Place for Mom makes a real difference.

Our employees live the company values every day:

Mission Over Me

: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.

Do Hard Things

: We are energized by solving challenging problems and see it as an opportunity to grow.

Drive Outcomes as a Team

: We each own the outcome but can only achieve it as a team.

Win The Right Way

: We see organizational integrity as the foundation for how we operate.

Embrace Change

: We innovate and constantly evolve.

Additional Information:

A Place for Mom has recently become aware of the fraudulent use of our name on job postings and via recruiting emails that are illegitimate and not in any way associated with us. APFM will never ask you to provide sensitive personal information as part of the recruiting process, such as your social security number; send you any unsolicited job offers or employment contracts; require any fees, payments, or access to financial accounts; and/or extend an offer without conducting an interview.

If you suspect you are being scammed or have been scammed online, you may report the crime to the Federal Bureau of Investigation and obtain more information regarding online scams at the Federal Trade Commission.

All your information will be kept confidential according to EEO guidelines.

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.