Product Manager

Sharpen Technologies•Indianapolis, IN

16d

About The Position

We're looking for a strategic, customer-focused Product Manager to drive meaningful outcomes for our contact center platform. You'll partner with our VP of Product to shape roadmap priorities and work closely with Engineering to bring them to life. You own the "What" and "Why"; defining problems worth solving and ensuring we build the right things for the right reasons. You empower engineers in your Scrum teams to own the "How." Your success is measured by customer impact, business value delivery, and your ability to make smart trade-offs in a fast-moving market.

Requirements

3+ years in B2B SaaS Product Management
Experience owning a product backlog and working with Agile/Scrum teams
Strong understanding of API-driven products and integration ecosystems
Demonstrated ability to write clear PRDs with well-defined acceptance criteria
Track record of making data-informed prioritization decisions

Nice To Haves

Experience in contact center, unified communications or customer experience platforms
Familiarity with CCaaS concepts (ACD, IVR, workforce management, omnichannel routing, agent experience)
Exposure to AI/ML product capabilities, particularly conversational AI, real-time analytics or agent assist technologies
Experience collaborating across Sales, Customer Success, and Marketing in a growth-stage environment
Proficiency with Jira, Confluence and Google Workspace

Responsibilities

Strategic Partnership & Roadmap Ownership Partner with the VP of Product to shape quarterly and annual roadmap priorities based on market trends, competitive positioning and customer needs
Translate business goals into a concrete, sequenced roadmap for two dedicated scrum teams
Continuously evaluate roadmap projects against emerging opportunities - including AI capabilities, new integration partners and shifts in the CCaaS landscape
Customer & Market Discovery Engage directly with customers, prospects and internal stakeholders to deeply understand contact center operator pain points and areas of improvement within our core platform
Analyze support tickets, feature requests, product projects and win/loss data to identify patterns and inform prioritization
Partner with Sales Engineering and Customer Success to gather field insights and validate assumptions
Backlog Ownership & Prioritization Take part in ownership of backlog priority, sequencing features and bugs based on ROI, strategic alignment and customer impact
Make disciplined trade-off decisions and be comfortable saying "no" or "not yet" to requests that don't fit the core roadmap
Evaluate integration requests from Sales; determine fit for SaaS core vs. Professional Services custom builds
Requirement Definition & Delivery Author high-quality Product Requirement Documents (PRDs) that clearly articulate the user problem, business logic, use cases and acceptance criteria
Collaborate with Engineering leads to refine scope and ensure technical feasibility without prescribing implementation
Personally validate delivered functionality against acceptance criteria through hands-on UAT
Responsibly leverage LLM/ML technology to functionally transform your daily workflows resulting in personal productivity gains in various areas of Product Ownership
Cross-Functional Communication Provide clear, consistent visibility into "what's shipping and why" across Product, Engineering, Sales, Marketing and Customer Success
Translate technical capabilities into business value for leadership and customer-facing teams
Represent the product perspective in go-to-market planning and customer-facing discussions as needed