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About the role
Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes
Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.
Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com
Senior Manager Product Management - HyperConnect
AI-Powered Customer Engagement Platform
Location: Hyderabad, Telangana, India
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.
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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
What We're Looking For
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
Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.
Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Manchester