Product Manager/ Product Lead

Job Summary

Core Product Management Capabilities

Product Managers are expected to demonstrate strong fundamentals across:

• Customer and user discovery
• Product vision and strategy
• Problem framing and opportunity definition
• Product roadmap management
• Prioritization and trade-off decisions
• MVP definition
• Backlog ownership
• Product requirements and user stories
• Stakeholder management
• Engineering collaboration
• Product analytics and metrics
• Hypothesis and experiment design
• Launch and adoption
• Post-launch measurement and iteration
• Product lifecycle management
• Clear written and verbal communication

Must-Haves

• 7-8 years of relevant Product Management experience, with genuine end-to-end ownership of a product, platform, or meaningful product area - not primarily project or program management
• Demonstrated ability to take ambiguous, messy problems, structure them into clear product opportunities and priorities, and carry them through discovery, build, launch, measurement, and iteration
• Strong customer and problem discovery skills - able to distinguish symptoms from underlying problems and identify which opportunities are worth solving
• Strong product judgment, with experience owning roadmaps and backlogs, defining MVP scope, and making clear prioritization and trade-off decisions
• Experience working closely with engineering teams in an agile product-development environment, including writing product specifications, user stories, and acceptance criteria that teams can execute against
• Experience in one or more CX domains such as Sales, Service, Marketing, Lifecycle Management, Collections, customer journeys, contact-center operations, or process transformation
• Practical understanding of the CX technology stack and how key platforms fit together; product or solution experience with one or more areas such as CRM, CDP, CCaaS, CPaaS, marketing automation, service management, or enterprise data platforms is expected
• Working understanding of AI and agentic AI concepts - including how agents use tools, manage context, are evaluated, and where common failure modes and cost/latency/accuracy trade-offs arise; practical exposure to GenAI or agentic tools is expected
• Comfortable with data, able to define meaningful metrics, evaluate whether something worked, and interrogate data independently; basic SQL or equivalent is useful
• High ownership and influencing ability - able to form and defend a point of view, drive decisions, and influence shared engineering and stakeholder teams without formal authority
• Comfortable with modern Product Management, collaboration, analytics, and GenAI tools - e.g., Jira, Confluence/Notion, Figma, Aha!, Excel/SQL, Power BI/Tableau, and GenAI tools, or equivalent.

Complementary Skill Areas

We are hiring Product Managers against the same core PM bar. Across the team, we will intentionally build complementary strengths in the following areas; candidates are not expected to be equally strong across all three areas.

Product & CX Domain

• Stronger exposure to CX processes, customer journeys, service operations, contact centers, sales, marketing, lifecycle management, or collections
• Experience decomposing complex business processes and identifying high-value product or AI opportunities
• Exposure to structured process frameworks such as APQC, value-stream mapping, journey mapping, or service blueprinting
• Stronger experience with product analytics, experimentation, or AI governance in CX environments

Key Responsibilities

Product Manager remains accountable for the end to end product journey:

Customer Problem → Product Opportunity → Prioritization → Specification → Build → Launch → Adoption → Measurement → Iteration → Commercialization

Skill Requirements

Other Requirements