Lex AI Product Manager
Position Summary
The Lex AI Product Manager will lead the development, deployment, and continuous improvement of True North’s Lex AI platform, the company’s branded AI delivery system for internal productivity tools, franchise-system portals, and customer-facing AI assistants. This role reports directly to the CEO and is responsible for translating True North’s domain expertise, operating knowledge, franchise experience, and business process standards into practical AI agents that improve scalability, customer value, and operational efficiency.
Lex AI is not an LLM engineering platform. It is a domain expertise delivery platform. The Lex AI Product Manager will be responsible for building tools that help small business owners, franchisees, franchisors, and internal True North teams consume complex information in simple, practical, action-oriented ways. The role will work across bookkeeping, revenue cycle management, franchise operations, recruiting, marketing, onboarding, training, quality control, and customer support to ensure Lex AI becomes a scalable operating layer across True North.
Reports To
Chief Executive Officer
Role Purpose
The purpose of this role is to move Lex AI from a founder-led platform into a scalable product function. Lex AI has already been developed, branded, and initially trained by Founder and CEO Charles Bailey, with multiple custom portals and agents already built for franchise systems. The Lex AI Product Manager will add dedicated capacity to expand, organize, maintain, and scale the platform as True North grows its franchise system relationships, account manager team, and BPO service lines.
This position will own the day-to-day product roadmap for Lex AI, including agent development, portal creation, internal knowledge management, prompt refinement, user feedback, performance improvement, governance coordination, and integration with True North’s business units.
Key Responsibilities
1. Lex AI Product Strategy and Roadmap
Develop and manage the Lex AI product roadmap in partnership with the CEO and business unit leaders.
Prioritize agent and portal development based on business impact, scalability needs, customer value, and strategic fit.
Translate True North’s operating priorities into practical AI product requirements.
Identify opportunities where Lex AI can improve internal productivity, reduce bottlenecks, support account manager training, improve customer experience, and strengthen franchise-system relationships.
Maintain a clear backlog of agents, portals, workflows, enhancements, and knowledge updates.
2. AI Agent Development and Optimization
Design, build, test, refine, and maintain Lex AI agents across internal and customer-facing use cases.
Develop agents that support bookkeeping standards, revenue cycle management, financial review preparation, pricing guidance, recruiting support, marketing support, onboarding, SOP navigation, and franchisee education.
Turn founder-led business judgment and subject matter expertise into structured prompts, workflows, decision trees, knowledge instructions, and user experiences.
Ensure agents are designed for how small business owners and franchise operators actually consume information: simple, practical, direct, and action-oriented.
Monitor agent performance, identify weak outputs, improve prompts, and continuously refine agent behavior.
3. Franchise System Portal Development
Build and maintain custom Lex AI portals for preferred franchise-system relationships.
Partner with franchisors and internal business leaders to develop agents tied to franchise system standards, playbooks, benchmarks, operating procedures, pricing strategy, recruiting workflows, and customer support needs.
Ensure each franchise portal supports True North’s strategic objective of becoming a higher-value operating partner, not just a back-office service provider.
Support the development of franchise-specific tools that deepen the moat around True North and myFranchise Bookkeeper preferred partner relationships.
4. Internal Production and Training Tools
Develop internal Lex AI tools that help True North scale production capacity and improve consistency.
Build agents that house and explain SOPs, training materials, franchise system standards, plumbing guidelines, product line expansion guidelines, and operational best practices.
Create tools that help train account managers on bookkeeping standards, conduct quality checks and peer reviews, and prepare account managers for financial reviews with franchise owners.
Support the company’s growth objective of scaling account manager capacity and improving onboarding efficiency through AI-enabled tools.
5. Cross-Functional Collaboration
Work directly with the CEO, Systems and Process Engineering, business unit leaders, account managers, onboarding teams, sales, HR, recruiting, marketing, and customer success teams.
Gather subject matter expertise from internal leaders and convert that knowledge into agent instructions, workflows, and customer-facing tools.
Serve as the bridge between business expertise and AI implementation.
Partner with True North’s Systems and Process Engineering team on platform configuration, integrations, testing, documentation, and technical feasibility.
6. Customer Experience and Adoption
Ensure Lex AI tools are easy to use, intuitive, practical, and aligned with the needs of SMB owners, franchisees, franchisors, and internal employees.
Collect feedback from users and stakeholders to improve agent usefulness, clarity, accuracy, and adoption.
Create simple user guidance, launch materials, FAQs, and internal documentation for new agents and portals.
Track usage, adoption, common questions, recurring issues, and opportunities to improve agent performance.
7. AI Governance, Risk, and Quality Control
Ensure Lex AI development follows True North’s privacy, security, and AI governance expectations.
Coordinate with the appropriate internal leaders on approved AI tools, data restrictions, vendor considerations, access control, human review, accuracy disclosures, and responsible AI usage.
Support the principle that AI-generated outputs are decision support and must be reviewed by qualified humans before being used for client, legal, financial, HR, security, or compliance decisions.
Help maintain documentation for agent purpose, data sources, prompt structure, testing notes, user guidance, revision history, and known limitations.
Key Outcomes
The Lex AI Product Manager will be successful if they:
Build and maintain a scalable Lex AI product roadmap.
Increase internal adoption of Lex AI across True North teams.
Reduce training, onboarding, and quality-control bottlenecks.
Improve account manager readiness and financial review preparation.
Expand and maintain franchise-system portals.
Improve customer-facing value for franchisees and franchisors.
Help convert True North’s domain expertise into repeatable AI-enabled workflows.
Strengthen the moat around True North’s BPO services.
Support cross-sell opportunities into myFranchise Bookkeeper, Careforce Recruiter, and Latitude 40 Digital.
Create a structured product function that no longer depends solely on the CEO for day-to-day agent and portal development.
Performance Metrics
Potential success metrics may include:
Number of agents launched and maintained.
Number of franchise portals launched and actively used.
Internal Lex AI adoption by account managers and business units.
Reduction in training and onboarding bottlenecks.
Improvement in account manager financial review preparation.
Usage and engagement levels across customer-facing portals.
Reduction in repetitive support requests.
Improvement in agent accuracy, usefulness, and user satisfaction.
Number of SOPs, playbooks, and training resources converted into usable AI workflows.
Contribution to customer retention, franchise system engagement, and preferred partner differentiation.
Compensation
Target compensation range should be aligned with the strategic nature of the role and the current investment plan for the Lex AI Product Manager function, which has been contemplated in the $80,000 to $100,000 range depending on scope, experience, and final role design.
Summary Positioning
The Lex AI Product Manager is a strategic product leadership role responsible for scaling True North’s branded AI platform from a founder-led initiative into a repeatable operating capability. The role will help True North convert its domain expertise, franchise knowledge, financial discipline, and business process experience into AI agents and portals that improve internal efficiency, create customer value, and deepen the moat around True North’s BPO services.
Preferred Qualifications
Experience working with franchise systems, franchisees, or multi-location service businesses.
Experience in bookkeeping, accounting operations, revenue cycle management, recruiting, HR, marketing, or business process outsourcing.
Experience building or managing AI assistants, chatbots, automation tools, knowledge portals, or customer-facing software products.
Experience with white-label AI platforms, no-code/low-code platforms, CRM systems, process documentation tools, or workflow automation.
Strong understanding of customer adoption, user experience, and practical SMB communication.
Experience working in a fast-growing entrepreneurial company where systems, processes, and products are still being built.
Core Competencies
Business judgment
Product ownership
Prompt and agent design
Process thinking
User experience orientation
Franchise and SMB empathy
Cross-functional communication
Project management
Documentation discipline
Operational follow-through
Problem solving
Quality control
Responsible AI mindset
Strategic thinking with hands-on execution
Personal Attributes
The ideal candidate is a builder, organizer, and translator. This person does not need to be an LLM engineer, but must be comfortable using modern AI tools to deliver business expertise in practical ways. They should be curious, structured, detail-oriented, and capable of working closely with the CEO to turn True North’s knowledge, strategy, and operating experience into scalable AI products.
This person should be comfortable operating in a fast-moving environment where priorities evolve, tools change, and the company is building a differentiated platform in real time.
