Senior Product Manager

New York City, NY, US
  • Job Type: Full-Time
  • Function: Engineering Prod Mgmt/Dev
  • Post Date: 01/15/2021
  • Website:
  • Company Address: , New York, New York


Frame AI is an early warning and continuous monitoring system that operationalizes Voice-of-Customer. By consolidating and enriching data across help desks, call center, CRM, and other channels, Frame AI identifies emerging themes driving customer relationships and operational costs, and makes them immediately actionable. CX teams use Frame AI to identify the “why” behind customer outcomes, so that they can scale what works well, and limit the impact of what does not.

Job Description

Frame helps companies listen actively to their customers. Building a competitive customer experience means communicating with customers on many channels: marketing chat, support helpdesks, communities, surveys, social… When these are handled by different teams, the data and operations are often siloed, preventing companies from understanding and acting on signals that would be obvious to a single listener.

Frame allows companies to surface and act on voice-of-customer insights in real-time, essentially acting as a dedicated data team delivered as a SaaS product. Frame catalogs communication across channels and acts as an early warning system that delivers prioritized customers, themes, and team behaviors that need attention, to increase the quality of the customer experience and avoid churn.

We help customers be heard.

Frame has some great advantages for an early-stage startup:

  •  Our founding team has deep experience, education, and network and is intensely collaborative.
  •  We are backed by some of NYC’s top VCs (FirstMark, Greycroft, and others).
  •  We have prestigious customers and sustained growth that has accelerated during the COVID crisis.
  •  We are working on some of the most exciting technical challenges of our day and propelled by recent advances in deep learning for natural language understanding
  •  We offer an opportunity to have a major impact on challenging problems, surrounded by supportive coworkers with competitive pay and great benefits, including a generous family leave policy.

Data Products are at the heart of everything Frame does. Our team excels at turning cutting edge A.I. research into scalable, value-generating data products. We’re obsessed with both quality and time-to-value, enabling our success team to deliver impressive results to our customers the day they sign up.

Frame is a professional and intellectual community, with supportive and talented people who are proud of what they build. Our collaborative environment is an ideal place to deliver to your potential while bringing more attention, listening, and understanding to the conversations people have with the companies serving their everyday needs.

This Role

You’ll join Frame as our first dedicated Product manager, reporting directly to our CEO. Frame’s product offerings are deeply technical, so you will be regularly collaborating with Engineering, Data, and Success teams to bring structure and actionability to our customer’s conversational data. Frame’s suite of products are exposed directly to our users through our webapp, indirectly through our internal Success tools, and through 3rd party products like Salesforce allowing our customers to get value out of Frame wherever they do their work—your work will span all of these areas.

What We’re Looking For

  •  Comfortable with complex systems. You know how to break a complex system into parts, and how to communicate that complexity simply and cleanly.
  •  Collaborative. You love helping teams around you do their best work. You know the difference between making a decision and being responsible for a decision being made.
  •  Communicative. You can clearly communicate your ideas and product specifications on paper and in conversation.
  •  Curious. You are constantly asking “why?” and “how?”, so that you understand the roles around you and build knowledge that anticipates needs and fuels creativity.
  •  Experienced. You have worked directly with engineers in product management roles for 3+ years, and have shipped more than one data and/or Customer Experience product.
  •  This is not your first startup rodeo. You have experience working inside startups and are at home bringing structure and direction to those environments.
  •  User-driven. You develop an understanding of how users think and behave and you talk to them. You have a grasp of user experience and are comfortable sketching user flows with your team.
  •  Analytical. You are comfortable with data analysis tools (like Looker) to better understand your users and the performance of your products. You understand the power of and challenges in using data visualization to make data actionable for your users.
  •  Business minded. You understand the way the go-to-market journey is part of the product, and vice versa. Ideally experienced in B2B products with multiple stakeholders.


  •  Defining the business and user goals of a product team focused on helping companies make their customer conversations informative and actionable.
  •  Work with engineers, data scientists and other company partners to create specs, implement features, and acceptance criteria.
  •  Make sure your projects are progressing smoothly, while weighing the trade-offs among speed, scale-ability, simplicity, and quality - before, during, and after launch.
  •  Produce insights from data and user research to help you identify potential improvements.
  •  Coordinate and organize work across multiple perspectives and functions within Frame.
  •  Work with sales and marketing to advise on materials that demonstrate product value and educate customers.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.