Senior Product Manager at Lottie in London

Job description

• 🚀 Mission: Our mission is to elevate later life and build the later living sector of the future
• 👫 Team: Eliza (AI Agents), cross-functional with Engineering, reporting to the CXO
• 🏷️ Title: Senior Product Manager
• 💷 Salary: £80,000 – £100,000 (depending on experience and seniority)
• 🎁 Benefits: 26 days holiday and a range of other benefits. See here
• 📈 Equity: We have a generous EMI share scheme that all team members will participate in
• 💻 Office Policy: Hybrid (Minimum 2 core days per week in the office)
• 🌍 Office Location: London Bridge, London, UK
• Lottie is building the AI operating system for social care. Families use our marketplace to find care homes and home care. Care providers use Found, our software, to manage enquiries, occupancy and finances. Eliza is the AI agent inside Found. She answers calls and live chats from families enquiring about care, on behalf of the care provider, any time of day.
• That matters because a third of enquiries to care providers go unanswered. A family calls a home at 7pm and nobody picks up, or leaves a voicemail that's returned three days later, by which point they've moved on.
• Eliza is already handling a meaningful share of enquiries across our provider network, and we're now expanding the team's remit. The team owns the conversation: every voice and chat interaction between a family and a provider, and the telephony that carries it. That's two products, not one. The conversational AI itself, and the call tracking layer underneath it: number provisioning, routing, recording, transcription, and the attribution that tells a provider where their enquiries actually came from.
• We're looking for a Senior Product Manager to own this. It is an unusual product job, because the quality bar is set in half-seconds as much as in sprints. You'll be making the calls on where latency is worth spending, when a faster model is worth a slightly worse answer, how Eliza should sound to a worried daughter at 9pm, and what "good" even means for a conversation nobody scripted. Getting that right is an evals problem, and you'll own it.
• You'll set the direction for your area 3–6 months out and ship fast in a space where the technology moves underneath you every few weeks. You'll also spend real time inside care providers' operations: their phone trees, their out-of-hours cover, their weekend rotas, their CRM. The quality of this product depends on understanding those setups better than anyone else does.

Responsibilities

• Owning the strategy and roadmap for Eliza's conversational surfaces: voice call handling, live chat, and the handoffs between AI and humans.
• Owning the conversational stack end to end: speech to text, the model and prompting layer, text to speech and voice design, and the call tracking product underneath.
• Owning evals as a first-class product surface: labelled call sets, automated scoring, regression tests before every release, and a human review loop on real transcripts, so we can ship model and prompt changes weekly without breaking a provider's trust.
• Setting the quality bar for AI conversations and the measurement that proves it: containment, resolution, escalation, enquiry conversion, and provider trust.
• Defining what we need to learn before we build, and choosing the fastest credible way to learn it: when to run proper discovery and when to just ship.
• Connecting product decisions to commercial outcomes: what Eliza does for a provider's occupancy, and what that's worth.
• Partnering with Account Management, Customer Care and Sales so every launch lands well with the providers using it.
• Getting every enquiry answered. Designing AI conversations that families trust and providers are proud of, at any hour, in a category where the stakes for the person calling could not be higher.
• Making onboarding forgettable. Every provider has a different phone setup, a different group structure, different rules about who gets which call. Turning that mess into something we can configure in hours, not weeks.
• Knowing when to hand over. Getting the AI-to-human handoff right, so Eliza does what she's good at and people do what they're good at — and neither side drops the family in between.
• Turning conversations into intelligence. Every call and chat is a signal about what families want and how providers sell. Making that usable across Lottie.

Requirements

• You've shipped LLM-powered products to real users.
• You're comfortable in the machinery: speech to text and text to speech, latency budgets, model selection, prompting, tool calling, and evals. You don't need to build it, but you need opinions about it.
• You've shipped B2B SaaS products to businesses that are not software businesses, and you've enjoyed it.
• You've owned a product area independently, set its direction, and can explain the bets you didn't take as clearly as the ones you did.
• You get properly interested in operational detail. An afternoon reverse-engineering a customer's call-routing rules sounds like a good afternoon to you.
• You're hypothesis-driven: you tackle value, usability, feasibility and viability risk before committing to build, and you kill things early when the evidence is weak.
• You prioritise ruthlessly under ambiguity and say no gracefully, with clear reasoning.
• You care about the people on the other end of the phone — families at one of the hardest moments of their lives, and care teams who are already stretched.

Skills

Required

• LLM-powered product development
• Speech to text and text to speech
• Latency budgets
• Model selection
• Prompting
• Tool calling
• Evals
• B2B SaaS product management
• Independent product ownership
• Hypothesis-driven development
• Ruthless prioritization
• Operational detail orientation

Benefits

• Ownership – A chance to own one of the most commercially important products at one of the UK's fastest growing startups, in a category where AI is changing what's possible every month.
• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives. Care is one of the final remaining large consumer industries that is yet to be disrupted and positively revolutionised by technology.
• Global Opportunity & Scalability - Be part of a company that is solving a real tangible problem that every family around the world faces at some point in their life.
• People - Join a kind, talented and mission driven team that loves coming to work every day.
• Culture - Excellent employee compensation/benefits, hybrid office policy and outstanding company culture with a 5/5 employee review score on Glassdoor.