proAgent is our first AI agent that handles end-to-end consumer conversations: onboarding, account questions, plan changes, payment journeys, reminders, disputes, and more. It talks to customers on the phone, understands their context, and helps them get things done while following each customer’s policies and regulatory constraints.

We work with leading card issuers, BNPL providers, lenders, and servicers to modernize how they communicate with their customers.

About the Role

As an AI Product Strategist, you will be the strategy + execution owner for proAgent at specific customers.

You will:

• Help consumer finance companies rethink how they interact with their customers using AI
• Design the AI agent roadmap for each account - what interactions to automate, in what order, and to what depth
• Translate that roadmap into live, measurable AI agents on real customer traffic

You’ll work closely with customer leaders, solution engineering, implementation, and Prodigal’s core product teams. The expectation: think like a strategist, operate like an owner, and execute with detail.

What You’ll Do

Strategic Responsibilities

• Shape the AI rollout strategy for your accounts
• Understand how each customer currently communicates with their users across channels (voice, SMS, email, chat).
• Identify high-value conversation types for AI agents: account inquiries, payment journeys, disputes, onboarding, product education, renewals, etc.
• Propose a clear roadmap: which conversations to automate first, how to expand coverage, and how to increase sophistication over time.
• Define success and measurement frameworks
• Set aligned success metrics for each rollout: resolution rate, containment, customer effort, NPS/CSAT, call time, deflection to self-serve, revenue/retention impact.
• Design how success will be monitored and reviewed with customer stakeholders (weekly reviews, QBRs, experiments).
• Act as a strategic advisor on AI-powered customer experience
• Help customers decide what to automate vs what to keep human, and under what guardrails.
• Push for clarity on policies, edge cases, and risk tolerance before going to scale.
• Feed strategic insights into our product roadmap
• Synthesize patterns across accounts: recurring gaps, new conversation types, configuration pain, and missing capabilities.
• Work with the proAgent and platform teams to turn customer needs into roadmap items and concrete product requirements.

Tactical Responsibilities

• Map consumer conversation journeys end-to-end
• Document how conversations start, what data is used, what decisions are made, and how they end (resolution, follow-up, escalation, etc.).
• Capture edge cases: identity issues, confusing policies, partial information, escalations to humans, and repeated contacts.
• Design AI agent flows and behaviors
• Translate business workflows into structured agent logic: intents, states, tools, policies, and fallback rules.
• Work with solution engineering to configure proAgent, including prompts, tools, routing, and integration behavior.
• Drive deployments from spec to go-live
• Coordinate implementation with internal and customer teams: data access, integrations, call routing, testing, pilot design.
• Define and run test plans and acceptance criteria; ensure agents are safe, on-brand, and practically useful before scale-up.
• Monitor, analyze, and iterate
• Script and write required data pipelines to help gather context and track customer metrics
• Dive into historical records of interactions, transcripts, and dashboards to understand where conversations are succeeding or breaking.
• Work with Product Analytics to present impact of the customer
• Propose and execute changes: flow tweaks, new intents, additional guardrails, language changes, and clear product requests.
• Support internal GTM and repeatability
• Help sales and customer success with realistic scoping and timelines.
• Contribute to internal playbooks for “how leading consumer finance companies use AI agents to speak with their customers.”

You Might Be a Fit If

• You’re strong at analytical and systems thinking:
• You like breaking messy real-world processes into structured flows and decision trees.
• You’re comfortable reasoning from data and metrics, not just anecdotes.
• You’re comfortable around technical detail, even if you’re not an engineer:
• You can understand APIs, integrations, and data flows at a high level.
• You’re curious about how LLMs, prompts, and tools work to power agents.
• You have strong communication and stakeholder skills:
• You can talk to demanding customers and internal teams.
• You can explain complex AI behavior in clear, simple language.
• You’re structured and detail-oriented:
• You naturally document what you learn in diagrams, notes, and summaries.
• You care about edge cases and don’t hand-wave them away.
• You have a bias for action and ownership:
• You’re okay being accountable for whether something actually works in production.
• Ambiguity is a signal to create structure, not a reason to stop.
• You’re genuinely interested in AI and the future of how businesses communicate with their customers.

Nice to Have (Not Required)

• Experience with SQL, Python, or other data analysis and scripting tools.
• Projects involving LLMs, AI agents, or NLP.
• Exposure to fintech / financial services / consumer tech.
• Prior experience in product or consulting

What You’ll Learn Here

• How to take AI agents from “cool demo” to “core channel for interacting with customers”.
• How to design AI systems that are safe, compliant, measurable, and commercially meaningful.
• How to work at the intersection of product, AI, and high-stakes customer communication.
• How to think like a product owner long before a typical new grad APM job would let you.

Job Benefits:

• World-class team - You'll get the chance to learn from (and teach) some of the brightest and most skilled people you'll ever meet. Our team members have been part of BCG, Deloitte, EY, Blackstone, Meta, Amazon and are IIT, IIM, BITS alumnus.
• Continuous education - As relentless seekers of knowledge, we sponsor and support any training materials, books, courses, and exam fees for upskilling yourself in areas related to your role - but that's not where it ends. If you make a good case for some extra learning, we're delighted to foot the tab.
• Food at the office – Meals are on us. We won't let your stomach grumble while you hustle.
• Health insurance - Health always comes first. The health of your family is as important to us, as it is to you. We offer insurance coverage for both you and your family.
• Flexible schedule - We're not a "clock in, clock out" company. Morning person? Start work while the world's still sleeping. Night owl? Ramp things up while others are winding down. You're fully trusted to create the right conditions for your own personal peak productivity. We only ask that you be available to your teammates for seamless collaboration.
• Generous leave policy - Take all the time you need to recharge your batteries - no cap on vacation allowance here. Because a rested, relaxed, and refreshed mind is a happy and effective mind.
• Recreation & team activities – We regularly indulge in friendly football, table tennis, cooking sessions and challenge each other to do those extra push ups or chug that 4^th drink (of course that’s Nimbu Pani)

Meet Sangram - (Cofounder and CTO) and hear his vision for Prodigal below (01:38)