Job Description
About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend’s best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
About the Role:
Extend is invested in AI across the entire company, and the program is moving from foundation-laying to scale. We have an AI Integrations engineering team in place, a growing library of MCP connectors to the systems we run on, a shared agent skill library every team composes from, and a slate of exec-sponsored AI builds in flight across Revenue, Accounting, Operations, and GTM. We are looking for a cross-functional leader that wraps all of this.
As a Product Manager you will own the business intake, the prioritization, and the cross-functional program management that turn “we should automate this” into shipped, adopted systems. The role spans two surfaces — the AI Integrations connector backlog and Sponsored AI Builds, the exec-prioritized cross-functional projects where the team delivers workflows that change how parts of the business operate day to day. You’ll partner directly with the AI Integrations Engineering Manager and inherit a working playbook.
What You’ll Do:
- Connector Backlog Ownership. You run intake from across the company, prioritize against business value and technical readiness, and keep the queue of business-system connectors moving — surfacing tradeoffs, sequencing the work, and protecting the team from churn.
- Sponsored AI Build Delivery. You lead exec-prioritized cross-functional projects from intake through ship, working alongside the business stakeholder who owns the workflow, the AI Engineer who owns the build, and the AI Champion who owns adoption. You own scope, schedule, and the cross-functional decisions that keep the work moving.
- Stakeholder Front Door. You triage requests, manage office hours, and run the AI Builds and champion support channels. You translate between engineering and the business and act as first responder alongside the EM so engineers can stay focused on shipping.
- Cross-Team Coordination. You hold the map of who owns what across DevX, DevOps, Product Engineering, and the network of Champions in the business. You surface and resolve overlap, dependencies, and ownership questions before they become blockers.
- Program Operations. You run the planning, check-in, and reflect cadences. You decompose the roadmap into tickets, sequencing, and owners, and adjust as priorities change.
What We’re Looking For:
- 3+ years in Product Management, Technical Product Management, Technical Program Management, or Platform Product roles, with experience partnering closely with engineering and business stakeholders.
- Experience working on technical integrations or internal systems. You have contributed to or materially owned at least 1–2 shipped integrations, connectors, internal workflows, or system-to-system capabilities involving APIs, authentication, data exchange, or similar technical patterns.
- Hands-on technical fluency. You can reason about APIs, OAuth flows, schemas, webhook payloads, permissions, and failure handling, and you are comfortable using technical documentation, basic queries, or AI-assisted analysis to validate assumptions before escalating to engineering.
- Direct AI / LLM product experience. In the last 12–18 months, you have contributed to at least 1 internal AI/LLM workflow, pilot, prototype, or shipped feature. You are comfortable learning and working with MCP (Model Context Protocol), agent frameworks (Claude Code, LangChain, CrewAI, OpenAI Agents SDK, or equivalent), prompt design, and the basics of how agentic workflows operate in practice.
- Proven intake and prioritization. You have managed or supported an intake or backlog process, and you can show examples of balancing urgent requests, business needs, and planned roadmap work. You know when to escalate, when to push back, and when to ask for clearer prioritization.
- Cross-functional program leadership. You have driven projects or workstreams from intake through launch, with ownership of scope, timelines, dependencies, follow-ups, and communication. You can write the brief, run the meeting, and publish the recap, while partnering closely with your manager and engineering leads on the toughest calls.
- Experience operating as a front door for a technical team. You have managed intake, triage, office hours, support channels, or similar workflows and turned ambiguous requests into clear tickets, specs, or execution plans.
- Strong program operations discipline. You are comfortable running planning cadences, status reviews, roadmap check-ins, or similar operating rhythms, and helping translate roadmap intent into sequencing, owners, and execution visibility.
- Strong written communication. You can produce clear briefs, launch notes, meeting recaps, and operating updates. Internal program documentation lives in Google Docs, Slack threads, and meeting notes — the next iteration is yours to author.
Nice-To-Haves:
- Experience inside a developer platform team, internal developer platform (IDP), enterprise integration team, or internal automation platform team.
- Experience contributing to a connector backlog, integrations program, plugin ecosystem, API platform, or shared internal tooling surface.
- Background in Revenue Ops, Finance Ops, Operations, Support Ops, or another non-engineering function, with examples of translating business workflow needs into technical delivery.
- Experience supporting adoption of an internal tool, workflow, or platform from pilot usage to repeatable team adoption.
- Familiarity with AWS at the application level — Lambda, API Gateway, DynamoDB, IAM scoping, and adjacent deployment patterns — enough to follow a deploy story end-to-end.
- Experience working with business systems commonly involved in internal AI and integration workflows, such as Salesforce, Zendesk, Netsuite, Snowflake, Workday, or similar platforms.
- Experience in environments where success depended on reducing reactive work, creating self-service paths, or helping shift technical teams from ad hoc support toward roadmap execution.
Expected Pay Range: $111,000 - $129,000 per year salaried*
*The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, job-related knowledge, skills and experience.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
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