About Zenoti
Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our AI-powered platform transforms every guest touchpoint into new revenue, helping businesses grow twice as fast as industry peers. We power more than 30,000 salons, spas, medspas, and fitness studios in over 50 countries, including global brands such as European Wax Center, Hand & Stone, Massage Heights, and TONI&GUY. Our recent accomplishments include surpassing a $1 billion unicorn valuation and recognition as a Great Place to Work.
About the Role
We are seeking an experienced Senior Manager to own and drive the product strategy for HyperConnect, Zenoti's intelligent customer engagement platform. HyperConnect is a cornerstone of our AI Workforce suite, leveraging large language models and conversational AI to revolutionize how wellness businesses engage with their customers across every channel.
HyperConnect (also known as AI Concierge) is our intelligent engagement hub that analyzes every customer interaction across phone, SMS, and web—identifying missed revenue opportunities and building brand loyalty. It helps teams stay on top of clients who abandon appointments or inquiries, capturing every possible sale and elevating the guest experience. No more lost touchpoints—just continuous, connected engagement.
Key Responsibilities
- Define and execute the product vision, strategy, and roadmap for HyperConnect, ensuring alignment with Zenoti's broader AI Workforce strategy
- Partner with AI/ML engineering teams to translate LLM capabilities into customer-facing features that solve real business problems for wellness industry operators
- Gather requirements from existing and potential customers, write functional requirements documents, and build agile product backlogs for AI-powered engagement features
- Work closely with data science teams to define conversational AI behaviors, prompt engineering strategies, and model fine-tuning requirements
- Drive cross-functional collaboration with engineering, design, sales, and customer success to deliver exceptional AI products that drive measurable business outcomes
- Define success metrics and KPIs for HyperConnect performance, including engagement rates, revenue recovery, customer retention, and satisfaction scores
- Stay current with advancements in LLMs, generative AI, and conversational AI technologies, identifying opportunities to enhance product capabilities
- Manage stakeholder expectations and build buy-in for AI product investments across the organization
Required Qualifications
- 10+ years of experience as a Product Manager or Technical Product Manager, with at least 1 year working on AI/ML-powered products
- Demonstrated experience shipping products that leverage large language models (LLMs), conversational AI, or multi-channel engagement platforms
- Strong understanding of generative AI concepts including prompt engineering, model fine-tuning, RAG (Retrieval-Augmented Generation), and evaluation metrics
- Technical or engineering background with the ability to have deep technical discussions with AI/ML engineers
- Excellent communication and presentation skills, including the ability to present AI product strategies to customers and senior executives
- Experience gathering requirements and translating complex AI capabilities into clear, actionable product specifications
- Proven ability to influence cross-functional teams and drive results in a fast-paced environment
- Strong analytical skills with the ability to use data to drive product decisions and measure AI product performance
Preferred Qualifications
- Experience with omni-channel customer engagement platforms (phone, SMS, web, chat)
- Background in B2B SaaS products, particularly in the beauty, wellness, or hospitality industries
- Experience with NLP/NLU platforms and customer interaction analytics
- MBA from a premier management institute or equivalent experience
- Understanding of the wellness industry and its unique operational challenges
AI-Specific Competencies
- LLM Product Intuition: Ability to understand what LLMs can and cannot do, and translate that into practical product features
- Conversational Design: Experience defining conversation flows, handling edge cases, and creating natural dialogue experiences across multiple channels
- AI Ethics & Safety: Understanding of responsible AI practices, including bias mitigation, privacy considerations, and appropriate AI guardrails
- Prompt Engineering: Familiarity with prompt design patterns and strategies to optimize model outputs for specific use cases
- AI Evaluation: Experience defining metrics and evaluation frameworks to measure AI product quality and performance
Why Zenoti?
- Be at the forefront of AI innovation in the wellness industry, building products that directly impact 30,000+ businesses globally
- Work with cutting-edge AI/ML technologies and shape the future of how businesses engage with their customers
- Join a dynamic and diverse team that values collaboration, creativity, and growth
- Competitive compensation with attractive benefits including medical coverage for you and your family
- Access to regular yoga, meditation, breathwork, and stress management sessions—we practice what we preach!
- Opportunity to lead impactful AI products at a $1B+ unicorn company