Principal Product Manager, Agentic Experiences

We are entering the agentic era. Our customers — small business owners and the professionals who serve them — will increasingly get work done by delegating to agents rather than clicking through screens. Across the company we are building a growing portfolio of business and product agents: agents that build and optimize websites, agents that market, agents that support and retain, agents that sell, agents that manage the account. Individually they are powerful. Stitched together, they become the product. 

That stitching is this role. The Principal PM, Agentic Experiences owns the connective layer — how a fleet of independently-built agents shows up to the customer as one coherent, trustworthy, frictionless experience, across every interface we expose: the customer portal, our APIs, MCP servers, and third-party connectors and channels. 

This is a highly cross-functional, high-visibility individual contributor role for someone who thinks in systems, has strong product taste, and can operate in a product-led organization where influence matters more than reporting lines. 

What you’ll do & how you’ll make your mark.

The agent experience architecture. Define the end-to-end model for how agents are discovered, invoked, handed off between, and held accountable to the customer. Own the shared primitives — identity and permissions, context and memory, intent routing, hand-off and escalation, human-in-the-loop approval, transparency and traceability, guardrails and fallback. 

Connecting the dots to the customer. Translate a portfolio of internally-owned agents into a single customer narrative: what the customer can ask for, what happens when they do, how they know it worked, and what it costs. Own the customer journey across agents, not just the agents. 

The interface surface strategy. Set the strategy for how agentic capability is exposed across: 

• Portal — conversational and ambient agent surfaces inside the logged-in experience, alongside and eventually in place of traditional navigation 

• APIs — clean, agent-consumable contracts over our commerce, hosting, domains, and account systems 

• MCP — our capabilities as tools that both our own agents and external agents (Claude, ChatGPT, IDEs, partner platforms) can call safely 

• Connectors & channels — bringing our agents to where the customer already works, and bringing their tools into ours 

Standards and the operating model. Establish the shared patterns, quality bars, and interaction standards that let a dozen teams ship agents independently without fragmenting the experience. Define what "good" looks like — latency, accuracy, containment, escalation, tone, disclosure — and the review mechanism that holds it. 

Measurement. Define the metric framework for agentic experience: task success and completion rate, hand-off and containment, time-to-value, trust and intervention rates, and the downstream commercial impact on conversion, attach, and retention. 

Roadmap and influence. Build the multi-quarter roadmap for the connective layer, and drive alignment across product, engineering, data, design, care, and marketing to sequence it. Partner especially closely with Data & Personalization — agents are only as good as the context and signals they act on.