Job Title: Product Manager, AI Customer Solutions

Position Overview:

We are looking for a passionate and skilled Product Manager to help build the next generation of our AI-powered customer service platform. The ideal candidate will have a solid background in SaaS product management and a keen interest in AI/ML technologies. You will be a key player in the product lifecycle, responsible for turning user needs into well-defined product features. You will work within a cross-functional team to execute the product roadmap, ensuring we deliver value to our customers and achieve our business goals.

Key Responsibilities:

• Product Execution & Roadmap: Contribute to the product vision and strategy for your product area. Manage and prioritise the product roadmap, ensuring it is aligned with user feedback, market trends, and company priorities.
• Market & User Research: Conduct market analysis and competitive research to stay informed of industry trends. Participate in and conduct customer interviews, analyse user feedback, and use data to deeply understand user problems and needs.
• Cross-Functional Collaboration: Serve as the product point person within your dedicated squad, working closely with engineering, data science, UX/UI design, marketing, and sales teams. Ensure clear communication and alignment to deliver high-quality product releases.
• Product Development & Execution: Translate the product roadmap into detailed requirements, clear user stories, and acceptance criteria. Manage the product backlog and work with your team to facilitate agile ceremonies and ensure a smooth development process.
• Launch & Go-to-Market: Work closely with product marketing to support the development and execution of go-to-market strategies for new features. Help enable the sales and customer success teams with the necessary product knowledge and documentation.
• Data-Driven Decisions: Define, monitor, and analyse key product metrics to track feature performance and user engagement. Use this data to inform your backlog and suggest improvements.

Qualifications & Skills:

Required:

• Experience: 2-4 years of product management experience, ideally within a B2B SaaS environment.
• Proven Track Record: Demonstrated success in shipping features or products in a collaborative, agile environment.
• AI/ML Knowledge: A good understanding of, or a strong interest in, core AI and Machine Learning concepts and their application in software products.
• Agile Methodologies: Solid experience with Agile/Scrum development methodologies.
• Collaboration: Strong collaborative skills with a proven ability to work effectively with cross-functional teams.

Preferred:

• Technical Acumen: Familiarity with data analysis tools or SQL is a plus.
• Educational Background: A degree in Computer Science, Engineering, Business, or a related field.
• Customer Service Domain: Experience working on products within the customer service, contact centre, or CRM space is an advantage.

Soft Skills:

• Clear Communicator: You can articulate user problems and product requirements clearly to both technical and non-technical stakeholders.
• Prioritisation Skills: You can balance user needs and business goals to make clear prioritisation decisions for your product backlog.
• Problem-Solver: You are intellectually curious, enjoy digging into data, and have a structured approach to solving problems.
• User-Centric: You have a strong empathy for users and are passionate about building products that solve their most pressing problems.