Senior Technical Product Manager

Role Description

We are investing in automation and internal platforms. It starts with customer support automation — routing calls, emails, and chats through a single medium (currently Freshdesk) and layering in AI — and extends to the systems that run both our field and connectivity operations and our white-label back office.

We have development capacity but need product leadership to turn operational pain into a clear roadmap and shippable software. This role owns the product roadmap, works closely with engineers in an established development environment, and drives tight, detail-first execution. It is the person who decides what gets built next and makes sure it actually solves the problem it was meant to.

Key Responsibilities

• Product Strategy & Roadmap:
  • Define and maintain the roadmap for our internal platforms and automation
  • Prioritize ruthlessly based on operational impact
• Development Execution:
  • Work closely with engineers in a mature development environment
  • Write clear requirements and user stories; manage backlog and sprints in Asana
  • Keep delivery on track and unblock the team
• Cross-Functional Coordination:
  • Partner with support, field operations, and leadership to gather requirements
  • Translate business needs into technical specs
  • Communicate status, tradeoffs, and decisions clearly to both technical and non-technical stakeholders
• Quality & Delivery:
  • Hold a high bar for detail across specs, testing, and releases
  • Ensure what ships resolves the underlying problem, not just the ticket

Qualifications

• 5+ years in product management, including meaningful time in a large or mature development environment
• Proven end-to-end ownership of product roadmaps
• Hands-on with Asana (or a close equivalent such as Jira or Linear) for roadmap and sprint management
• Strong technical fluency — can hold their own with engineers and reason about architecture tradeoffs (does not need to code)
• Exceptional written and verbal English; a genuinely strong communicator
• Highly detail-oriented

Preferred Qualifications

• Experience with support automation, AI / LLM-enabled products, or workflow and operations tooling
• SaaS or platform product background
• Experience in a scaling company or standing up product process from scratch
• Exposure to field services, telecom, logistics, or staffing / back-office domains

Ideal Candidate Profile

You are detail-obsessed and a crisp communicator. You are comfortable owning ambiguity and building process where none exists yet. You are technically credible with engineers, roadmap-driven in how you think, and you keep a large dev environment moving without losing sight of the business problem underneath.