The opportunity
Ready to make a serious impact? Millions of people already rely on Calendly, and we’re still in the midst of exciting product growth — it’s a fantastic time to join us.
What you'll do
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.
What they're looking for
- 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
- This hybrid opportunity is open exclusively to candidates currently residing: in California who can commute to our San Francisco Bay Area office
- A minimum of 10+ years of varied PM experience across both startups and: scaled companies, including time spent building 0-to-1 platforms or capabilities that other internal teams had to adopt
