Sr. Product Manager, Customer Success

ABOUT SLATE

At Slate, we’re building safe, reliable vehicles that people can afford, personalize and love—and doing it here in the USA as part of our commitment to reindustrialization. The spirit of DIY and customization runs throughout every element of a Slate, because people should have control over how their trucks look, feel, and represent them.

WHO WE ARE LOOKING FOR

Slate is looking for a Senior Product Manager, Technical (Senior) with a visionary approach to lead our customer success technology in the electric vehicle space. You will build the AI and automation that lets Slate understand who is reaching out, and why, before the conversation starts. We will get there in stages: first by making our associates and technical associates faster and better with AI, then by resolving a growing share of low-risk issues end to end, with a human always available when it matters. Working closely in partnership with the engineering, data science, design, service operations, commercial, customer success, and marketing teams, you will define and execute a multi-year product roadmap. You must be able to thrive and succeed in a fast-paced startup environment where your contributions have a direct impact on the company’s direction and success and not be hindered by ambiguity or competing priorities. This is a high visibility, high impact role that will interact with all levels of leadership across Slate. 

WHAT YOU GET TO DO

• Define and execute a phased product roadmap for AI-powered customer and service-network support: start with agent assist, expand to automating low-risk cases end to end, and set clear criteria for when each step is ready to scale. 

• Build the context layer that anticipates the problem before a customer or service shop reaches out: vehicle data, service and warranty history, open cases, appointments, and prior interactions, available to our AI and our associates from the first moment. 

• Make our associates and technical associates AI-powered: conversation summaries, automated investigations, suggested responses, and policy and diagnostic guidance that turn complex procedures into clear next steps. 

• Work backwards from the end state for customers, service shops, and associates to define product and design requirements, including when the system should resolve, when it should ask, and when it should escalate with the full case history attached. 

• Own the development of detailed product requirements documents and work with engineering, data science, and design teams to deliver on the roadmap, including AI evaluation, guardrails, and safe rollout. 

• Define and own success metrics such as automated resolution rate, resolution speed, escalation quality, customer satisfaction, and cost to serve, and run controlled experiments to prove impact before scaling. 

• Advocate for agile and lean product development methodologies to accelerate time to market while maintaining a frugal approach to resource allocation. 

• Partner with service operations to simplify processes, knowledge, and data so that AI has a solid foundation, and foster a culture of continuous improvement where every escalation and associate correction makes the system smarter. 

WHAT YOU BRING TO THE TEAM 

• Bachelor of Science in Computer Science or equivalent work experience. 

• 7+ years of experience in Software product management or related technical role. 

• 7+ years of experience in building and shipping technical products. 

• Excellent communication skills, with the ability to articulate technical and business concepts to diverse audiences, from executives to frontline associates. 

• Experience managing large-scale technical products, with a track record for developing a vision, defining a strategy and building programs and features from the ground up. 

• Experience building AI-powered products, ideally in customer support or operations, such as agent assist, conversational systems, workflow automation, or intelligent routing. 

• Experience measuring AI in production, including evaluation, A/B or controlled experiments, and tying automation to customer experience and business outcomes. 

• Experience designing human-in-the-loop experiences, including escalation logic and tools that help support teams work faster. 

• Strong analytical and problem-solving abilities, coupled with a passion for innovation in the electric vehicle space. 

• Experience with Salesforce Service Cloud or comparable customer service and contact-center platforms. 

We want to work with people that reflect the communities in which we operate.

• Slate is proud to be an Equal Employment Opportunity and Affirmative Action employer.  We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences.  Or for any other reason.

SALARY RANGE 

The compensation for this position is the range Slate reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; work location; and other relevant business and organizational factors.

Annual Base Pay Range: $155,854 to $233,781 USD

ADDITIONAL COMPENSATION AND BENEFITS 

Slate offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. The successful candidate may also be eligible to participate in the equity program and/or a discretionary annual incentive program, subject to the rules governing such programs.

WORK AUTHORIZATION REQUIREMENT 

Applicants must be authorized to work in the United States on a permanent basis.  We are unable to offer visa sponsorship at this time.

WHY JOIN TEAM SLATE?

At Slate, we’re fueled by grit, determination, and attention to detail. The start-up spirit of ingenuity and resourcefulness move our business forward. Team Slate fosters a culture of excellence, innovation, and mutual respect, and is motivated by shared principles.

• Safety First

• Delight Customers

• One Team

• Relentless Improvement

• Fast, Frugal, and Scrappy

• Respectful Collaboration

• Positive Legacy

WE WANT TO WORK WITH PEOPLE THAT REFLECT THE COMMUNITIES IN WHICH WE OPERATE.

Slate is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason.

Slate is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at