Sr. Product Manager - Chat & Knowledge

AI AT ZAPIER At Zapier https://zapier.com/about, we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here - that’s great! We just ask that you use them responsibly and transparently. Check out our guidance on How to Collaborate with AI During Zapier’s Hiring Process https://zapier.com/l/jobs/ai-at-zapier, including how to use AI tools like ChatGPT, Claude, Gemini, or others during our hiring process - and when not to. Job Posted: 02/11/26 Zone: AI Orchestration Strategy Area: Chat & Knowledge Location: Americas (EST preferred) THE ROLE Zapier is evolving its platform to serve the AI transformation market. We have existing products in the chat and knowledge space—including our Chatbots product and the chat-based experience inside Agents—and we're investing in new surfaces (like Sidekick) that will define the future of how customers interact with AI on our platform. This role is about making sense of what we have today: working with stakeholders across the company to decide how our existing chat and knowledge surfaces fit together, what happens to current customers and revenue, and how we consolidate toward a coherent experience. You'll own the path from current state to clarity—sunset, merge, or integrate—so the rest of the organization can move forward with confidence. If you're excited by the challenge of turning a complex product landscape into a clear path forward—and you'd rather own that than invent the next big thing from a blank page—we'd love to hear from you. OUR COMMITMENT TO APPLICANTS - Culture and Values at Zapier https://zapier.com/jobs/culture-and-values-at-zapier/ - Zapier Guide to Remote Work https://zapier.com/learn/remote-work/ - Zapier Code of Conduct https://zapier.com/jobs/zapier-code-of-conduct/ - Diversity and Inclusivity at Zapier https://zapier.com/jobs/diversity-and-inclusivity-at-zapier/ WHAT YOU'LL DO Navigate Complexity & Drive Decisions - Own the product strategy for existing Chat and Knowledge surfaces: our Chatbots product and the synchronous chat experience in Agents (e.g., talking to an agent, tool calling). - Build a clear recommendation for how these pieces evolve, including implications for existing customers, revenue, and pricing. - Work through ambiguous organizational boundaries: align with the teams building adjacent products, secure buy-in from leadership, and turn competing priorities into a single, executable plan. Execute With Clarity - Build business cases and success metrics for the path you recommend; secure resources and stakeholder commitment to execute. - Balance speed with care: move quickly to validate assumptions and reduce ambiguity, while protecting customer outcomes and revenue. - Communicate clearly and often so the rest of the company understands where Chat & Knowledge is going and why. ABOUT YOU You have solid experience with AI or conversational product. You've shipped user-facing AI products, chatbots, knowledge tools, or similar. You don't need to have built the "vision" from scratch, but you do need to understand how these products work, what users expect, and how to make tough calls with incomplete information. You're great at complicated organizational situations. You're energized by ambiguity that involves multiple teams, existing products, and legacy constraints. You can map stakeholders, gather input, and drive to a decision. You're the person who gets everyone aligned so execution can actually happen. You're pragmatic and outcome-oriented. You prioritize ruthlessly, document tradeoffs, and follow through. You're comfortable saying "we're doing X, and here's why we're not doing Y yet." You care about measurable outcomes and clear next steps. You communicate well in a remote-first environment. Zapier is 100% remote and relies on async communication. You're effective at written updates, framing decisions for different audiences, and building momentum across teams you don't directly manage. You are available for team meetings between 10am - 5pm ET at least 3 days per week APPLICATION DEADLINE: The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled. Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource https://docs.google.com/document/d/1VzesvLsgVG2RDRPtGvBF8CbcB9ZA-Hsddg0P2ildBb8/edit for a list of countries where we currently cannot have Zapiens permanently working.