AI Product Manager (Conversational Intelligence)

Sofia Stars is a fast-growing global service provider that guides high-growth businesses to success. Our range of tailored solutions includes R&D, Customer Support, Sales, KYC, Risk, and Anti-Fraud services. We make every connection shine with fresh tech and cultural understanding.

Define the product vision for how AI interacts with our users. You will own the lifecycle of our voice and chat agents, ensuring they solve real user problems while maintaining a seamless, "human-grade" experience.

Duties and Responsibilities:

• Product Strategy: Lead the roadmap for AI-driven customer interactions across voice and digital channels;
• UX & Design: Architect conversational flows that handle complexity gracefully—mapping out how an agent handles a phone call versus a web chat;
• Technical Orchestration: Work with engineering to define the logic "triggers" and automation requirements that power the agents' actions;
• Evals & Performance: Define and track KPIs for agent success (Resolution Rate, Latency, Sentiment) and lead continuous prompt-tuning efforts.

Role Requirements:

• Conversational UX: Deep understanding of the differences between voice-first and text-first user psychology.
• Systems Thinking: Ability to visualize complex data flows—knowing how a user's intent in a chat becomes a record in a CRM.
• Technical Fluency: Comfortable discussing APIs, Webhooks, and LLM "temperature" or "system prompts" with engineers.
• Preferred Stack: Familiarity with Retell AI and n8n is highly preferred to help accelerate prototyping and delivery.

Our Excellent Benefits:

• Monthly, quarterly, and annual bonuses
• Food vouchers (102 EUR)
• Appreciation gifts (birthday, wedding, newborn, etc.)
• Up to 25 vacation days
• 6 undocumented sick leaves
• Medical insurance and dental coverage
• Sport card 70% coverage (Multisport and/or CoolFit)
• Office massages
• Breakfast, lunch & snacks in the office
• Education budget 
• Monthly team events
• Great office location

Important information:

• This is an office-based position in Sofia, Bulgaria.

Grow fast, shine globally

By submitting your application, you agree to our Privacy Policy.