The Role
We are seeking a highly autonomous and technical Senior Product Manager to take the reins of both our product strategy and our engineering execution. In this hybrid leadership role, you will own the end-to-end product lifecycle for both internal tools (supporting our global workforce) and external-facing solutions (delivering value to our brand partners).
You won't just be defining the "what" and the "why"—you will also lead our remote engineering team to deliver the "how." If you are a Jira master, an Agile evangelist, and a strategic thinker who loves optimizing workflows, we want you on our team.
Key Responsibilities
1. Strategic Product Ownership
Drive the Vision: Own the product vision and strategy for both internal operational tools and external customer-facing solutions.
Enhance Metrics that Matter: Build features that directly impact our core KPIs from CSAT to interaction seamlessness to first-contact resolution rates. Balance Tech & Touch: Identify opportunities to deploy automation and AI that eliminate friction, allowing our human agents to focus on high-value, empathetic problem-solving.
Communicate with Impact: Serve as the bridge between business, operations, technology, and clients by communicating product updates, priorities, and changes clearly and proactively. Foster trust through transparent communication and ensure both internal teams and external customers are informed, aligned, and prepared for successful adoption. 2. Engineering & Team Leadership
Lead a Global Team: Directly manage, mentor, and align our distributed engineering team across the US, LATAM, India, and the Philippines. Bridge the Gap: Translate high-level business requirements into clear, actionable technical specifications for the engineering team.
Ensure Quality: Foster a culture of engineering excellence, continuous deployment, and high system reliability.
3. Agile Execution & Delivery
Run the Engine: Act as the Scrum Master/Agile Lead. Organize and facilitate daily stand-ups, sprint planning, backlog grooming, and retrospectives.
Master Jira: Architect and maintain our Jira environment to ensure total transparency, efficient ticket routing, and accurate velocity tracking. Maintain the Roadmap: Keep a dynamic, prioritized product roadmap and backlog that balances quick wins with long-term strategic architectural improvements.
Qualifications & Requirements
Experience: 5+ years of Product Management experience, with a proven track record of shipping B2B or internal operational software.
Leadership: Demonstrated experience leading, managing, or closely directing a software engineering team, preferably in a fully remote, globally distributed environment.
Agile Expertise: Deep, hands-on experience applying Agile/Scrum methodologies. You know how to run a sprint efficiently and keep a team unblocked.
Tooling Mastery: Proficiency in Jira (setting up workflows, dashboards, and managing complex backlogs is second nature to you).
Industry Knowledge: Experience in the BPO, Customer Success, or CRM technology space is a massive plus. You understand what makes a customer support agent's life easier.
Communication: Exceptional written and verbal communication skills. You can explain a complex technical trade-off to the CEO and a business goal to a backend developer with equal clarity.