AI Product Manager (Conversational Intelligence)

Sofia Stars is a fast-growing global service provider that guides high-growth businesses to success. Our range of tailored solutions includes R&D, Customer Support, Sales, KYC, Risk, and Anti-Fraud services. We make every connection shine with fresh tech and cultural understanding.

❗️Please note that this role is office based for Sofia, Bulgaria.

❗️If you need to be relocated, we take care of the process.

Define the product vision for how AI interacts with our users. You will own the lifecycle of our voice and chat agents, ensuring they solve real user problems while maintaining a seamless, "human-grade" experience.

✅ Responsibilities:

• Product Strategy: Lead the roadmap for AI-driven customer interactions across voice and digital channels;

• UX & Design: Architect conversational flows that handle complexity gracefully—mapping out how an agent handles a phone call versus a web chat;

• Technical Orchestration: Work with engineering to define the logic "triggers" and automation requirements that power the agents' actions;

• Evals & Performance: Define and track KPIs for agent success (Resolution Rate, Latency, Sentiment) and lead continuous prompt-tuning efforts.

✅ Requirements:

• Conversational UX: Deep understanding of the differences between voice-first and text-first user psychology.

• Systems Thinking: Ability to visualize complex data flows—knowing how a user's intent in a chat becomes a record in a CRM.

• Technical Fluency: Comfortable discussing APIs, Webhooks, and LLM "temperature" or "system prompts" with engineers.

• Preferred Stack: Familiarity with Retell AI and n8n is highly preferred to help accelerate prototyping and delivery.

✅ What We Offer:

🏖️ Up to 25 vacation days
🤒 6 Undocumented sick leave days
💷 Monthly food vouchers (102 EUR)
🏥 Private Medical Insurance
🏋 Multisport Card
🎁 Birthday, Wedding and Newborn gifts
🍔 Breakfast, Friday lunches, fruits, and snacks in the office
🎭 Monthly company activities and team-building events
📚 Learning & Development budget
🚀 Career growth opportunities

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