Jobs at Guideline Group

Own complex, AI-driven product initiatives from discovery through delivery. Translate ambiguous customer and business needs into validated solutions, clear requirements, user flows, and development-ready specifications. Partner with R&D and Data to assess feasibility, prioritize work, make customer, business, and technical trade-offs, and drive successful execution.

Build and deliver full-stack features from concept through production. Develop maintainable code across server and client applications, implement unit, integration, and end-to-end testing, troubleshoot releases, optimize application performance and database queries, and support scalable, reliable systems. Collaborate with product and engineering teams while using cloud platforms, containers, CI/CD pipelines, and AI coding assistants to accelerate development.

Provide timely, professional support via phone, email, and chat; troubleshoot account issues; escalate complex cases; maintain accurate interaction records; collaborate with teams to improve customer experience.

Provide customer onboarding and multi-channel product support, troubleshoot and resolve first- and second-level technical incidents, perform in-depth system troubleshooting, and escalate or collaborate with R&D to resolve system-level issues.

Own customer-facing AI and CRM solutions, translate business needs into AI agents and automated workflows, lead implementations, coordinate with development teams, and improve internal processes using AI while managing customer relationships.

Manage post-sale customer relationships: lead onboarding, monitor product usage, drive adoption and retention, identify upsell opportunities, coordinate training, work with CRM and reports, and relay customer feedback to product and support teams.

Define and execute product strategy and roadmap for legal-tech fintech solutions. Lead cross-functional agile teams through discovery, design, development, and launch. Conduct market research, ensure legal and privacy compliance, apply AI/LLM capabilities and automation to product features, and use AI tools in PM workflows.