Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.

Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™, Inc. Magazine's 2022 Best Workplaces list, Forbes Best Startup Employers 2022 List, and Best workplaces for Millennials 2022 list.

This role will be at the core of driving the strategy, execution, and ongoing optimization of our AI investments. You’ll focus on building scalable AI capabilities, tools, frameworks, and infrastructure that serve as a platform for various product teams across the organization. Leveraging advanced AI technologies, such as Large Language Models (LLMs), you’ll power solutions across different verticals and product areas.

As the AI team grows, you’ll begin by contributing to AI feature development before gradually transitioning into a more platform-focused role. This includes conceptualizing, defining, and overseeing the implementation of AI-driven features that directly improve our products and user experience.

This position requires a blend of technical expertise, product management experience, and strong collaboration skills. You will collaborate closely with engineering and product teams to reduce time-to-market and enhance AI capabilities across the company. You’ll be instrumental in delivering both the technological and feature advancements that drive business value and enhance customer experience at scale.

Key Responsibilities:

AI Platform Strategy:

• Develop and own the long-term strategy for the AI platform, ensuring alignment with the company’s overall goals and objectives.

• Create a scalable AI foundation that supports the development and deployment of AI products and features across multiple product teams.

AI Feature Development:

• Collaborate with product teams to identify opportunities for AI-driven features that enhance product functionality and user experience.

• Define and prioritize AI features, creating clear product requirements.

• Oversee the integration of AI features into existing products, ensuring seamless functionality and alignment with product goals.

Product Ownership:

• Lead the end-to-end lifecycle of the AI platform and features, including requirements gathering, development, launch, and post-launch optimization.

• Establish timelines, deliverables, and KPIs for the AI platform and AI features, ensuring alignment with business goals.

Cross-Functional Collaboration:

• Work closely with product managers, designers, and engineers to integrate AI features into products.

• Act as the primary interface between the AI platform team and product teams to ensure seamless integration of AI capabilities.

• Facilitate knowledge sharing and best practices for AI feature development across product teams.

AI Innovation and Technology:

• Stay updated on the latest advancements in AI, including LLMs and machine learning technologies, and incorporate them into the platform and features.

• Drive innovation by assessing emerging AI technologies for potential application in new features and enhancements.

Impact on User Experience:

• Ensure that AI features developed enhance the user experience.

• Gather and analyze user feedback on AI features to drive continuous improvement.

Skills & Experience:

• Must-have

  • Strong ability to manage stakeholders and communicate effectively across all business functions

    • Demonstrated success navigating circular dependencies between business and product functions and drove alignment and momentum

    • Intuition for AI risk, reward, and ability to translate these to all functions

    • Able to craft a compelling narrative and translate it into products, while keeping stakeholders engaged

  • Significant bias for impact

    • Demonstrates build-measure-learn

    • Operates with the smallest unit of work mentality

    • Ability to intuit creative simplifications to solutions

    • Ability to balance strategic thinking with tactical execution to meet both short-term and long-term business objectives

  • Sustained and deep intuition of AI/ML technologies - capabilities, trade-offs, and limitations

    • An inherent curiosity of these technologies and their possibilities

    • Has a deep enough understanding to learn and discuss the pros and cons of various approaches and methodologies with engineering

• Should-have

  • Experience dealing with significant breadth and ambiguity, and driving focus, consistency, and clarity

  • Able to translate business priorities and strategy to their own context

  • Demonstrated experience building successful 0-1 products, ideally using AI/ML

• Nice-to-have

  • Demonstrated passion for AI/ML technologies

    • Built AI/ML products at work or on their own

    • Engaged within the community

This role is hybrid and will be ideally based in Paris, France (office presence on Tuesdays & Thursdays).

What we offer:

• Competitive salary

• Equity (we are post-series D & backed by some of the best VCs in the US)

• Private health insurance, including plan options at no cost to employees

• Focus Fridays - learn more here!

• Flexibility to work from home 3 days/week (unless posted as a full-remote role)

• Mental health support with Workplace Options

• Family planning support with Maven

• 75 Euro per month Lifestyle Stipend to spend on fitness and other activities

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice & EU Privacy Notice