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Staff Product Manager, Conversational AI

ID: 9515

Type: Full-time

Category: Others

Company Name: Trellis

Location: United States

Education Level: Senior (5-10 years)

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Job Description

About Trellis

Trellis is rewriting the insurance experience from the inside out. We’re the tech company behind Savvy, our licensed insurance agency, and we’re bringing clarity and ease to a space known for… the opposite. With powerful tools, clean design, and a customer-first mindset, we’re making insurance shopping refreshingly effortless.

We’re a profitable, fast-growing Series A startup backed by General Catalyst, QED, NYCA, and Amex Ventures. As a remote-first team, we move quickly, experiment boldly, and build with intention.

If you’re craving meaningful impact, energized by ambiguity, and are ready to build alongside exceptional teammates, you’re going to love doing your best work at Trellis.

The Opportunity

We run one of the largest conversational AI platforms in insurance, powering millions of calls and texts each week through our AI assistant, Abby. The system is strong, but the conversations themselves haven't had a dedicated owner, until now.

We’re hiring a Staff Product Manager to own how and when those conversations happen. You’ll dive into transcripts and call flows, leveraging AI to mine them for insight and making sharp product decisions that improve quality and conversion. You'll also shape Abby's next chapter as we extend her reach into new products and customer journeys, with the same obsession for quality and conversion.

This role is for someone with strong product instinct and analytical rigor, able to diagnose where conversations break down, run experiments, and drive impact. If you’re excited to leverage AI and voice at scale, you’ll own a high-volume, revenue-critical surface and be given the autonomy to move your metrics.

This is a fully remote position, based in the US, reporting directly to the Head of Conversational AI, John Hartley.

What You’ll Do

  • Own conversation quality. Review transcripts, calls, and SMS across sales, voice AI, and CS. Identify where conversations break: dead ends, confusion, tone issues, missed intent.

  • Own the metrics. You'll be given targets (e.g. answer rate, conversion, time to monetization) and the autonomy to create projects and experiments that shift the metrics.

  • Run experiments. Test prompts, messaging, timing, and flows. Define success, analyze results, and ship what works.

  • Use AI as a real tool, not a buzzword. Leverage tools like Claude to surface patterns, draft prompts, and validate ideas.

  • Partner with Analytics. Work with Analytics to answer key questions (who to call, when, and why) and act on insights.

  • Define success. Establish and track metrics like completion, escalation, sentiment, and time-to-resolution.

  • Expand Abby. Extend Abby across Gen Digital - Help bring conversational AI into new products and partners.

  • Be the user's voice. Ground decisions in real conversations, not abstractions.

What You’ll Need

  • 7+ years in product. Experience with conversational AI, messaging, or adjacent (MarTech, CRM, lifecycle).

  • Strong experimentation skills. You’ve run A/B tests and know how to separate signal from noise.

  • Lifecycle/engagement background. Experience with SMS, voice, email, or similar channels.

  • LLM familiarity. Comfortable with prompts, evals, and conversational design.

  • Data fluency. Can work in SQL/Looker and use data to make decisions.

  • AI-native workflow. Tools like Claude are part of how you think and work.

  • Strong product instinct. Especially for real-time, multi-step interactions.

  • Excellent written and verbal communication. You can distill complex conversation patterns into clear, actionable insights for engineering, design, and leadership.

  • Proven senior IC. Comfortable owning outcomes in fast-moving teams.

Bonus Points

  • Experience in insurance, fintech, or another regulated industry.

  • Background in conversational design, UX writing, or CX operations.

  • Familiarity with evaluating ML outputs to guide user flows.

  • Light Python or notebook experience.

Who You Are

  • Obsessively curious. You spot patterns others miss.

  • Methodical. You test, measure, decide.

  • Opinionated but adaptable. Strong views, guided by data.

  • A clear communicator. Across eng, design, and execs.

  • Autonomous. You find problems and drive solutions.

  • Product-minded. Focused on user outcomes, not process.

Why Trellis? Because you deserve a career that’s exciting, meaningful, and surrounded by people who lift you up.

We’re a group of curious, mission-driven humans rewriting the insurance experience and having a lot of fun along the way. At Trellis, you’ll make a real impact on a product millions rely on, and grow alongside a company that’s scaling fast.

What sets Trellis apart:

✨ A transparent, collaborative culture where ideas win, not titles
🚀 Big opportunities to take ownership and chart your growth
💰 Competitive compensation (75th+ percentile)
🏡 Fully remote across the US & Canada
🎉 Quarterly virtual and/or in-person events that keep us connected

Plus, the benefits are built to support your whole life:

🌴 Flexible vacation (yes, actually flexible)
🩺 Health insurance starts day one

🧘 Wellness programming, because balance matters
💸 401(k) and HSA contributions, FSAs, bonuses & equity opportunities
🐣 Paid parental leave

👉 If you want a role where you’ll grow, be trusted, and build something that genuinely improves people’s lives, Trellis is the place. Join us.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Note: all employees must complete a background check prior to starting employment with Trellis or its subsidiaries

Company Information

Company Name: Trellis

Company Website: https://trellis.law

Company Address: New York, NY, USA

Trellis is a technology company that operates a litigation research and analytics platform designed to help litigators, in-house counsel, insurance professionals, and other legal practitioners find, analyze, and act on U.S. court data. The company aggregates and indexes court dockets, filings, orders, and associated metadata and exposes that information through a search-driven, analytics-enabled user interface and developer APIs. Trellis’s platform emphasizes access to primary court documents (pleadings, motions, orders, opinions), motion- and judge-level analytics, and workflow features — enabling users to perform focused legal research, build factual timelines, assess litigation risk, and monitor developments in active matters. Core business activities Trellis’s core business activity is providing subscription access to an integrated litigation research and analytics product. The company collects and normalizes court filings and docket information from U.S. federal and select state courts, organizes that content into searchable collections, and enriches records with metadata that supports filtering and analytic views (for example, by judge, motion type, outcome, date, and party). Trellis monetizes this offering through commercial subscriptions targeted at law firms, litigation teams inside corporations, insurance companies, and other professionals who rely on timely and comprehensive access to court-level primary sources and analytics. In addition to its consumer-facing web application, Trellis provides developer-focused services such as APIs and data export capabilities for integrating litigation data into other systems and workflows. Main products and services - Litigation Research Platform: The primary Trellis product is a web-based research environment that combines full-text and metadata search across docket entries, filings, and published and unpublished opinions. Users can search by keyword, party name, counsel, judge, court, motion type, and other structured fields to quickly locate relevant filings and decisions. The platform typically supports Boolean and natural-language search refinements, saved searches, and real-time alerts to notify users of new filings or developments. - Document Access and Repository: Trellis organizes downloaded pleadings and filings as retrievable documents with full-text viewing and PDF downloads. The system maintains document-level indexing so users can jump to particular filings, track document histories, and assemble document sets for litigation support and review. - Judge and Motion Analytics: A distinguishing capability of the platform is judge- and motion-level analytics that surface historical patterns. Users can review a judge’s disposition patterns, typical timelines, favored procedural rulings, and historic outcomes on common motion categories. The analytics often include statistics such as frequency of particular motion types, grant/deny rates, average time-to-decision, and citation networks for particular issues, helping attorneys craft filings and anticipate procedural outcomes. - Case and Party Profiles: Trellis maintains consolidated case pages and party/attorney profiles that summarize docket activity, filings, representation histories, and related matters. These profiles assist in conflict checks, opponent analysis, and understanding counsel and client litigation footprints. - Alerts, Monitoring and Workflows: The platform supports saved searches and alerting so users can monitor active cases, parties, or issue areas. Workflow features may include case tagging, annotation, and the ability to assemble document bundles for sharing or further review. - API and Data Services: For customers who need integration into other systems, Trellis provides programmatic access to its dataset through APIs or export tools. These services enable legal operations, data science teams, and software vendors to incorporate Trellis’s structured court data into analytics pipelines, e-discovery workflows, and knowledge management systems. Target customers and use cases Trellis is oriented to professional legal users who need accurate, timely access to court records and actionable analytics. Typical customers include litigation attorneys and law firms conducting precedent and procedural research; in-house legal teams assessing litigation risk and monitoring outside counsel; insurers and claims professionals tracking litigation trends and outcomes; and legal technology vendors and consultancies that require structured court data for products or advisory services. Use cases include motion strategy development (e.g., researching a judge’s historical handling of a motion type), factual research (identifying prior filings and factual assertions), docket monitoring and early-warning on new filings, and data-driven trend analysis across practice areas or courts. Data and coverage Trellis collects primary-source court data and emphasizes completeness and searchability of filings and orders. Coverage typically includes U.S. federal district courts and a selection of state courts; the platform indexes dockets, associated filings (briefs, motions, orders), and published and unpublished decisions. Trellis standardizes and tags filings to enable filtering by motion type, party role, filing date, and outcome indicators where available. The company focuses on maintaining accurate metadata and document-level indexing to support precise retrieval and analytics. Product positioning and competitive context Trellis positions itself within the legal technology market as a litigation-first alternative to traditional legal research services by emphasizing primary documents, docket-level searching, and actionable analytics tailored to civil litigation practice. It competes with legacy legal research providers and newer litigation analytics startups by offering an integrated combination of document access and judge/motion analytics intended to shorten research cycles and inform litigation strategy. Delivery and support Trellis’s products are typically delivered through a cloud-hosted web application and APIs, with subscription tiers and enterprise arrangements that include user management, training, and customer support. The company’s offerings are designed to integrate with existing law firm and corporate legal workflows by enabling exports, saved reports, and programmatic data access. Limitations and scope While Trellis focuses on the aggregation and analysis of court filings and judicial behavior, coverage and completeness vary by jurisdiction, and not all state courts or historical records are available uniformly. Users evaluate Trellis on currency of filings, breadth of coverage for particular courts, and the depth of analytics for specific judges or motion categories. The company continues to expand ingestion, normalization, and analytic features to deepen its dataset and analytical capabilities.
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