Staff Product Manager, Intelligent Customer Experience

What’s in it for you?

A day in the life of a Staff Product Manager at Calendly

This technical product management position will report to the Head of Engineering, Growth and Customer foundations team. We strive to design a seamless product experience that delights our customers. In 2026, Calendly chartered a company-wide initiative to focus on delivering Great Customer Experience -spanning our Help Center, AI support bot, Automated issue resolution, human support escalations and support engineering. We're hiring a technical Staff Product Manager to work across Product, Go to Market (GTM) stakeholders, marketing, customer support and multiple engineering squads to address real gaps in taxonomy, measurement, and process. This product manager will own the roadmap end-to-end and turn a set of disconnected efforts into a durable, multi-quarter capability that will drive defined growth, product/business outcomes, and customer satisfaction goals.

On a typical day, you will be working on

• Own the strategy, roadmap, and outcomes for Calendly’s intelligent customer experience, spanning AI support quality, automated resolution, and human escalation
• Increase automated resolution by enabling the Support Agent to accurately answer questions and take actions on behalf of customers, while reserving human support for high-value and complex issues
• Define and improve AI quality , including answer accuracy, resolution quality, escalation effectiveness, and the failure modes that prevent customers from getting the right outcome
• Build the measurement and observability layer for Agent/Bot Quality Score, automated resolution rate, customer experience cycle time, escalation routing, and customer satisfaction
• Establish and drive adoption of a company-wide “supportability contract” so every new Calendly capability is supportable by AI agents, automation, or human support from day one
• Close the loop between customer issues and R&D , ensuring recurring bugs, product gaps, and support insights translate into prioritized product and engineering actions.
• Lead across Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, and Content Operations to turn fragmented customer-support efforts into a durable, scalable company capability
• Use customer feedback, support data, and experimentation to continuously improve the experience, prioritize investments, and measure progress against clear customer and business outcomes

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