Job Description

At ASAPP, our mission is simple: deliver the best AI-powered customer experience—faster than anyone else. To achieve that, we’re guided by principles that shape how we think, build, and execute. We value customer obsession, purposeful speed, ownership, and a relentless focus on outcomes. We work in tight, skilled teams, prioritize clarity over complexity, and continuously evolve through curiosity, data, and craftsmanship. We’re seeking technologists and problem solvers who thrive in fast-paced environments, love collaborating with great talent, and approach every day like it’s Day 1.

We're a globally diverse team with hubs in New York City, Mountain View, Latin America, and India. If you're driven by continuous learning, rapid pivots, and the challenges of building in a high-growth startup, we’d love to talk. This is more than a job—it’s a journey.

You will own the surface where humans and AI work together to serve customers — the messaging platform, the Virtual Agent and the channels it runs on, and the AI Services that make every human agent faster and every automated conversation better. This is one of the largest product surfaces at ASAPP, and it is where the promise of AI-native customer experience is proven or lost.

You will set and execute the strategy for a product surface that spans the Messaging Platform, Virtual Agent, the messaging and voice channels (Web, iOS, Android, Apple Messages for Business, RCS etc), and the AI Services that sit underneath them — AI-assisted human augmentation tools. You will become the go-to expert on this domain, internally and externally, and will be the PM voice in conversations with customers, account teams, and executive stakeholders.

The scope will evolve as our AI architecture evolves — as automation absorbs more of the conversation and the line between human and AI work keeps moving. The strongest candidates will be comfortable shaping a moving target, and will bring the technical and customer depth to anticipate what the right target is as AI develops in the space.

What You Will Do

• Own the Messaging Platform — the application where live agents handle concurrent conversations, access customer context and knowledge, and collaborate with AI. Own the roadmap for agent productivity and the human side of every AI-assisted interaction.
• Define and execute the Virtual Agent and channels roadmap. Own how customers deploy automated conversations across Web, mobile SDKs, Apple Messages for Business, WhatsApp, RCS and voice, and how those channels stay coherent as the platform grows.
• Lead the AI Services that power the surface — such as automatic conversation summary, voice-to-text transcription and AI-augmented response generation. Own how these services improve agent handle time, quality, and compliance, and decide where to invest as model capabilities change. Reason directly about accuracy, latency, and trust tradeoffs rather than treating them as engineering-only concerns.
• Be the go-to expert on Human + AI collaboration. Represent this surface to customers and account teams, translate their pain into a prioritized roadmap, and be the internal source of truth on how these products work and where they are going.
• Own the external documentation for this surface as part of the product. Drive a docs-first approach where documentation ships with features, not after them.
• Set strategy and own the roadmap — balancing active customer commitments, tech debt, and platform bets.
• Work directly with customers and account teams to prioritize and sequence delivery.
• Maintain ruthless prioritization: actively manage customer asks with product evolution bets; say no with clarity and evidence.
• Establish metrics and telemetry for each product area so outcomes are measurable and decisions are data-driven. You can answer “why?” for everything on your roadmap.

Who You Are

What You Will Need

What We Would Like to See

Benefits

• Competitive compensation
• Stock options
• Healthcare for the family group
• Mac equipment
• USD 150 per month in flexible benefits
• 3 weeks of vacation
• English lessons

ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at careers@asapp.com to obtain assistance. #LI-SL1 #LI-Remote