Giga ML builds emotionally intelligent AI voice agents that handle real-time customer support for large, compliance-focused enterprises.
ABOUT GIGA Giga has recently raised a $61M Series A and is working with Fortune 500 customers to deploy the next generation of customer experience - real-time AI agents that can understand emotion, resolve issues instantly, and scale across the world's largest enterprises. Industry leaders like DoorDash trust Giga with their most complex support and operations workflows across voice, chat, and email, in high-stakes regulated environments where accuracy and compliance matter. We're at an exciting inflection point. While we've found real commercial success, our ambitions are larger: to become the go-to AI platform for all enterprise automation, powered by our voice superintelligence. The work affects millions of people every day, and our team has the autonomy to make true impact - with brilliant founders, a clear path forward, and the kind of momentum that defines generational companies. If being part of that resonates with you, we'd love to hear from you! - Voice AI startup Giga raises $61M Series A https://fortune.com/2025/11/05/voice-ai-giga-raise-61-million-customer-service-series-a/ - DoorDash and Giga Partnership https://www.linkedin.com/feed/update/urn:li:activity:7391576181009018883/ ROLE OVERVIEW We're looking for a Product Manager to help us achieve our goal of automating 98% of enterprise support and operations workflows. You'll own critical parts of our AI agent platform—building the products that enable self-improving agents to handle increasingly complex scenarios without human intervention. You'll work at the intersection of cutting-edge AI capabilities and enterprise-grade product development: defining how agents learn from every interaction, orchestrating multi-party workflows across voice and chat, and expanding our platform into regulated industries like healthcare and financial services. This role requires someone who can think deeply about AI product strategy while also diving into the technical details of real-time orchestration, emotional intelligence, and enterprise compliance. WHAT YOU'LL OWN SELF-IMPROVING AGENT PLATFORM - Drive the product strategy for agents that automatically improve from 60% to 98% resolution - Define how agents learn from every interaction—pattern recognition, policy refinement, edge case handling - Build feedback loops that identify gaps and automatically expand agent capabilities - Own the path from "agent handles simple cases" to "agent handles 98% of all cases" MULTI-PARTY ORCHESTRATION - Lead product strategy for complex real-time workflows (e.g., coordinating customer, driver, and merchant simultaneously) - Define how agents make decisions by cross-referencing multiple data sources, policies, and external systems in real-time - Own the sub-500ms latency experience across voice, chat, and email channels - Drive emotional intelligence features—sentiment detection, tone matching, natural conversation flow AGENT BUILDER & CONSOLE - Define the product vision for our no-code/low-code agent configuration platform - Own the policy engine, scenario builder, and custom code execution capabilities - Drive improvements to knowledge base management and RAG integrations - Shape the developer experience for teams building and customizing agents EXPANSION INTO REGULATED INDUSTRIES - Partner with healthcare, financial services, and compliance-heavy customers to understand their unique requirements - Define product capabilities for high-compliance environments (audit trails, data privacy, regulatory adherence) - Own integrations strategy (Zendesk, Salesforce, industry-specific systems) - Drive the 2-week enterprise deployment goal that differentiates us from competitors KEY RESPONSIBILITIES PRODUCT STRATEGY & EXECUTION - Define and execute the roadmap toward 98% automation of support tickets and operations workflows - Make hard prioritization decisions: which agent capabilities unlock the next 10% of automated resolution? - Ship features that directly move resolution rates from 90% toward 98% - Translate the "enterprise operations platform" vision into concrete milestones across support, compliance, and operations TECHNICAL PRODUCT LEADERSHIP - Understand and communicate complex real-time systems (sub-500ms latency requirements) - Work closely with engineering on architecture decisions and technical tradeoffs - Evaluate AI model capabilities and translate them into product features - Drive API design and developer experience for headless agents and integrations CUSTOMER PARTNERSHIP - Build deep relationships with Fortune 100 customers to understand why the last 10% of tickets still need humans - Translate customer feedback into agent capabilities that close the gap toward 98% automation - Monitor resolution rates, identify failure patterns, and drive systematic improvements - Partner with customers in healthcare and finance to define compliance-grade automation CROSS-FUNCTIONAL COLLABORATION - Partner with AI/ML engineers on model integration and prompt optimization - Work with Design to create intuitive experiences for complex agent configuration - Collaborate with Sales on customer requirements and competitive positioning - Coordinate with Customer Success on deployment and adoption REQUIRED QUALIFICATIONS - 5+ years combined experience in product management and software engineering - Minimum 1 year as a software engineer - hands-on professional coding experience required - Strong technical foundation - ability to engage in architectural discussions, read code, and understand complex distributed systems - Experience with real-time systems - voice, video, messaging, or similar latency-sensitive products - Enterprise product experience - understanding of B2B sales cycles, enterprise requirements, and platform thinking - Data-driven mindset - comfort with metrics, analytics, and making decisions with imperfect information - Excellent co