About this role
ABOUT US
At Sierra, we’re creating a platform to help businesses build better, more human customer experiences with AI. We are primarily an in-person company based in San Francisco, with growing offices in Atlanta, New York, London, Paris, Madrid, Munich, Singapore, Tokyo, and Sydney.
We are guided by a set of values that are at the core of our actions and define our culture: Trust, Customer Obsession, Craftsmanship, Intensity, and Family. These values are the foundation of our work, and we are committed to upholding them in everything we do.
Our co-founders are Bret Taylor https://www.linkedin.com/in/brettaylor/ and Clay Bavor https://www.linkedin.com/in/claybavor/. Bret currently serves as Board Chair of OpenAI. Previously, he was co-CEO of Salesforce (which had acquired the company he founded, Quip) and CTO of Facebook. Bret was also one of Google's earliest product managers and co-creator of Google Maps. Before founding Sierra, Clay spent 18 years at Google, where he most recently led Google Labs. Earlier, he started and led Google’s AR/VR effort, Project Starline, and Google Lens. Before that, Clay led the product and design teams for Google Workspace.
WHAT YOU'LL DO
This role is dedicated to one of Sierra's largest and most strategic customers — a company running AI agents at massive scale across millions of customer interactions. You'll be the product owner embedded within a dedicated team, responsible for the full quality and evolution of production AI agents across chat and beyond.
- Own the agent, end to end. You own what the agent does (workflows, decisions, escalation logic), how it works (architecture, data flows, APIs, integrations), and how it feels to users (clarity, trust, edge cases, failures at scale). It takes equal parts product sense, technical depth, and taste.
- Drive quality and outcomes. You're not done when the agent ships. You own the customer experience end to end — running evaluations, digging into failures, identifying the highest leverage experience improvements, and working with engineers to ship them. You define what "great" looks like and hold the bar.
- Push the platform forward. The bar on a flagship account is as high as it gets — huge volume, complex workflows, and demanding quality and performance requirements. It’s also one of the best places at Sierra to do 0→1 platform work — hard problems regularly drive new platform capabilities, and you'll partner closely with our Platform team to build them.
- Navigate enterprise complexity. At this scale, every big technical discussion is also a negotiation — you'll need to read the implications in real time, hold your ground, and steer toward the right outcome. Expect to work across business units, procurement, compliance, and senior execs.
- Invent what’s next. Beyond making today's agent great, you'll imagine experiences the customer hasn't asked for yet — then partner with their teams to scope, design, and ship them.
WHAT YOU'LL BRING
- 5–8+