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Job Description
Job Description Sage.com is one of Sage's highest-impact acquisition channels and a key digital front door for prospects, customers, and partners. As it becomes a more intelligent, conversational web experience, AI-assisted chat and voice will help people get to the right answer or next step faster, improving self-service, conversion influence, support deflection, customer satisfaction, and the quality of digital journeys across Sage.com. Sage is looking for a Senior Web AI Product Manager to own how conversational AI shows up across the Sage.com web experience. You'll lead the strategy, roadmap, adoption, governance, vendor management, and performance of AI-assisted chat and voice, including where it appears, which use cases are prioritized, how experiences are measured, and how quality is maintained over time. This is a senior individual contributor role within a global platform team, with visibility across performance marketing, web product, IT and platform engineering, content, brand, product marketing, vendors, and senior leadership. You'll work across North America and the United Kingdom and Ireland, helping ensure every chat and voice experience is useful, measurable, compliant, and aligned to Sage's brand and quality standards.
Location Requirement:
Hybrid 3 days per week from our Atlanta office (Ponce City Market)
Qualifications:
5 years of experience in web or digital product management or web strategy, with ownership of conversational AI or AI-assisted chat and voice experiences. You have demonstrated hands-on experience with conversational AI, chatbot, or voice assistant platforms such as Cognigy, LivePerson, Google Contact Center AI, Amazon Lex, or similar, including configuration, deployment, optimization, You understand the core concepts behind conversational AI, including natural language processing, natural language understanding, intent recognition, dialogue flows, large language models, and escalation design. You have experience managing or working closely with third-party technology vendors, including roadmap alignment, feature prioritization, platform evaluation, or contract performance. You can speak to your experience using product metrics, dashboards, conversation analytics, or web analytics to improve adoption, conversation quality, conversion influence, containment, deflection, satisfaction, or time-to-answer. You bring experience working across marketing, IT, user experience, content, brand, and product stakeholders to deliver digital or AI-assisted customer experiences in a B2B SaaS or similar digital environment. You understand the importance of AI governance, responsible AI practices, data privacy, brand safety, fallback handling, and quality assurance for AI-generated or AI-assisted content. Who is Sage? Sage helps small to medium-sized businesses to succeed with AI-powered Accounting, Finance and ERP software. Knowing that over 6M of our global customers depend on our solutions, motivates us to keep innovating so they keep growing. Sage Copilot is a prime example.
Key Responsibilities Key Responsibilities:
Product Strategy & Ownership Own the product vision, strategy and roadmap for AI-assisted chat and voice on
Sage.com (North America & UKI), aligned to web channel objectives and commercial outcomes. Define and prioritize use cases across the customer lifecycle: from discovery and evaluation through to support and retention. Establish clear success metrics (containment rate, satisfaction, conversion influence, deflection, time-to-answer) and hold the channel accountable to them. Adoption & Channel Growth Lead adoption strategy across
Sage.com identifying placement opportunities, defining targeting logic, and working with performance marketing teams to integrate conversational AI into acquisition and engagement programs. Partner with web experience owners to ensure chat and voice are thoughtfully embedded in page experience, not bolted on, contributing to UX decisions and digital journey design. Track adoption metrics and run structured experiments to drive usage, optimize trigger logic, and improve conversation quality over time. Champion AI chat and voice as a channel, educating internal stakeholders on its value and building a case for ongoing investment. Vendor & Technology Management Serve as the primary product contact for conversational AI technology vendors, managing the ongoing relationship, roadmap alignment, and feature prioritization. Represent Sage's requirements in vendor roadmap discussions, influencing feature development and ensuring the platform evolves in line with the channel's strategic ambitions. Evaluate vendor capabilities, contractual performance, and emerging alternatives, providing evidence-based recommendations to leadership as the market evolves. Ensure the platform is configured and maintained in line with governance, security, and compliance requirements, working closely with central IT. Governance & Quality Own the end-to-end governance model for AI bot deployment on
Sage.com, including the intake, feasibility, build, QA, and approval workflow. Ensure all live conversational experiences meet brand, tone, compliance, and quality standards before and after go-live. Maintain oversight of the conversational knowledge base, working with SME content owners across the business to ensure accuracy, currency, and coverage. Define and enforce policies for bot eligibility, escalation paths, fallback handling, and data privacy compliance. Stakeholder Collaboration Work closely with global performance marketing teams to integrate chat and voice into campaign and demand generation activity ensuring the channel contributes measurably to pipeline. Collaborate with web product owners to align conversational AI with broader platform priorities and the
Sage.com transformation program. Partner with central IT on platform integration, security governance, data handling, and technical architecture decisions. Provide leadership with regular performance updates, strategic proposals, and investment cases. Act as the conduit between business requestors and the platform team, guiding teams through the bot request process, setting expectations, and ensuring quality input at intake. Performance & Continuous Improvement Define and maintain dashboards and reporting for conversational AI performance making data accessible and actionable for stakeholders. Run a regular optimization cycle, reviewing conversation analytics, identifying drop-off and failure points, and driving content or flow improvements. Stay ahead of developments in conversational AI, voice interfaces, and related technologies, translating emerging capabilities into product opportunities for
Sage.com. Contribute to AI enablement thinking across the wider web function, sharing learnings and best practice. Benefits? We have plenty. Competitive annual bonuses (20%) Comprehensive health, dental, and vision coverage 401(k) retirement match (100% matching up to 4%) 32 days paid time off (22 personal days & 10 national holidays) 18 weeks of paid parental leave (offered 1 year after the start date)
Work Away Program:
Opportunity to work & play for 10 weeks from another country (Sage-approved list)
Sage Foundation:
5 days paid yearly to volunteer $5,250 tuition reimbursement per calendar year starting 6 months after the hire date Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually) #LI-CH1
