Senior Product Manager, AI Platform Services

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

The Role and Team

We are seeking an experienced and visionary Senior Platform Product Manager for our AI Platform. This role sits at the intersection of Responsible AI, model lifecycle management, and user trust. You will shape core capabilities that ensure our AI systems are performant, reliable, transparent, and aligned with both user expectations and regulatory requirements.

You will drive the roadmap for critical platform capabilities such as feedback loop management, auditing systems, model extension and global administration of AI capabilities. Your work will directly impact how AI and Generative AI capabilities are governed, scaled, and experienced across Medallia's customer and employee experience products.

You will collaborate closely with Engineering, Design, Compliance, and Research to deliver platform services that enable faster innovation while ensuring trust, safety, and consistency. This is a highly cross-functional and impactful role, ideal for someone who thrives on systems thinking, product craftsmanship, and ethical leadership in AI.

• Drive product strategy and delivery of Medallia's AI Platform as part of our Experience Platform, focusing on scalable infrastructure, AI/ML frameworks, model extension, administration, and seamless integration with internal and external applications.
• Define, communicate, and enforce non-functional requirements (NFRs) for AI/ML services such as model SLAs, degradation monitoring, rate limiting, and incident management to ensure high-availability and reliable AI/ML services.
• Build and scale systems for efficient collection, labeling, and integrating human and machine feedback to accelerate model iteration and quality.
• Develop tools and dashboards that enable auditability and behavioral evaluation of AI systems.
• Define and enforce standards for Responsible AI, including traceability, explainability, and alignment with evolving regulatory frameworks including configuration and administration tooling for select GenAI and AI platform features.
• Partner with Design and Product teams to ensure consistent and user-friendly AI experiences, including transparency prompts, user control points, and override flows.
• Develop and evolve the product vision, strategy, and roadmap for the AI Platform, aligning with business objectives and user needs.
• Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
• Engage with cross-functional teams, including PM, Design, Engineering, Sales, Professional Services, and Marketing, to ensure effective collaboration and alignment.

Minimum Qualifications

• Bachelor's Degree in science, engineering or related quantitative field, or equivalent experience.
• 5+ years of product management experience with at least 3 years focused on AI/ML platforms or AI-powered products, or 7+ years of experience in AI/ML.
• Demonstrated experience managing cross-functional initiatives involving AI model performance, feedback systems, or Responsible AI tooling.
• Understanding of ML pipelines, model serving, and feedback loop integration.
• Demonstrated experience driving cross-functional company initiatives across multiple departments.

Preferred Qualifications

• 3+ years of direct and hands-on experience bringing enterprise AI/ML platforms and/or products to the market from ideation to shipping the capabilities.
• Demonstrated experience building, launching, and scaling enterprise-grade AI platform solutions.
• Deep understanding of Responsible AI practices including explainability, model cards, auditing frameworks, and policy alignment.
• Experience working with R&D and Research teams to productionalize ML/GenAI capabilities.
• Familiarity with user experience design for AI features, including user transparency, consent flows, and control mechanisms.
• Proven ability to define non-functional requirements (SLAs, observability, rate limiting) for AI/ML services and implement appropriate tooling and mitigation efforts.
• Previous experience working with or building internal tools for data labeling, feedback routing, or model retraining workflows.
• Familiarity with AI and machine learning frameworks that support advanced analytics capabilities, including data pipelines and model management.
• Experience with a Customer Experience Management Platform.
• Experience working in an agile development environment and familiarity with tools such as Productboard and JIRA.
  

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $147,200 - $240,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal-opportunity workplace and is an affirmative-action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.