Senior Product Manager, AI Receptionist

Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.

Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen. 

We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most.

Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too.

Come do the best work of your life at Boulevard. Boulevard is the client experience platform purpose-built for salons, spas, medspas, and wellness businesses. More than 5,000 businesses use Boulevard — processing over $5 billion in payments annually. We've raised $188M in funding and are scaling fast, with growing ambitions in enterprise and multi-location operators.

Every salon, spa, and medspa deserves a front desk that never misses a call, never drops a message, and always knows what to say. Boulevard's AI Receptionist is building that — agentic AI that handles client communication across voice and text so businesses can grow faster, operate leaner, and deliver an exceptional experience every time. This role owns that vision end-to-end.

• You'll set the vision, roadmap, and success criteria for Boulevard's AI Receptionist suite — our answer to the modern contact center for self-care businesses. That means owning how AI engages clients in 1:1 interactions across voice and text: when it handles conversations autonomously, when it hands off to staff, and how that transition feels invisible to the client and effortless for the team.

• You'll develop a deep point of view on where AI should handle interactions autonomously, where it should hand off to staff, and how to make that transition seamless — including how conversations maintain continuity across channels, how fallback behaviors are designed when AI can't resolve something, and how the overall experience feels coherent whether a client is talking to AI or a human.

• You'll own the business outcomes for the AI Receptionist — revenue, adoption, and retention — and define the product metrics that drive them: autonomous resolution rate, agent productivity, CSAT, and more. You'll collaborate on pricing strategy and be expected to connect what's happening in the product to what it means for their business.

• You'll develop genuine fluency with how self-care businesses manage client communication today — what they trust, what they fear, what they'd delegate in a heartbeat and what they'd never let out of human hands. That customer insight is what separates AI that gets adopted from AI that gets turned off.

• 5–8 years in product management with experience in B2B2C or both B2C and B2B environments — you understand what it means to serve a business and their end customer simultaneously
• Experience shipping AI-powered products — you know how to shape how AI behaves, design for when it falls short, and earn user trust over time
• LLM fluency — enough hands-on familiarity with LLMs and prompt design to partner credibly with engineering without needing a translator
• AI-native in your own practice — you're using tools like Claude daily, running side projects, and staying genuinely close to how the technology is evolving
• Strong voice-of-customer instincts — you've built products for users who are skeptical of automation and know how to design for trust
• Data fluency — you're comfortable defining metrics, pulling your own analysis, and building the case for roadmap bets with evidence
• Cross-functional leadership — you've influenced engineering, design, and data teams without relying on authority, and you've kept multiple workstreams moving in parallel
• Clear communication — you can translate complex AI product decisions into terms that resonate with business owners, cross-functional partners, and leadership alike

• Experience with conversational AI, voice interfaces, or messaging products
• Experience in vertical SaaS or services-industry platforms
• Familiarity with AI quality evaluation — you've thought about how to measure and improve AI conversation quality, not just ship it
• A genuine affinity for small businesses — you understand their constraints and what it takes to earn their trust

The AI Receptionist is one of Boulevard's highest-visibility bets. For a self-care business, the front-of-house experience — answering calls, responding to texts, knowing when to bring a human in — is where client relationships are made or broken. AI that gets this right is transformative. AI that gets it wrong damages trust overnight.

This role is a rare opportunity to build an AI product that has a direct, tangible impact on how thousands of small businesses show up for their clients — at a company that's well-funded, growing fast, and early enough in its AI journey that this PM will genuinely shape the direction.