Product Manager – Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• You will be one of two Product Managers reporting to the Vice President of Product Management. You are responsible for the underlying platform that supports the product, including the AI services, Desktop Intercept, and Integrations that empower every interface seen by agents or supervisors.

• Your counterpart, the PM for Workspace, manages the Agent UI, Control UI, and Active Listening UX that builds upon your contributions. You will collaborate continuously, as both of you oversee different aspects of the same product.

⛳️ Requirements

• Over 7 years of experience in product management within B2B SaaS; experience in contact centers, CCaaS, or developer platforms is highly preferred.

• Capable of producing concise one-page specifications that engineers can utilize without the necessity of a meeting.

• Sufficiently technical to discuss events, plugins, and latency budgets — you do not require a translator.

• Proven track record of delivering solutions to actual enterprise clients at a rapid pace, with the experience to demonstrate it.

• Familiar with market trends and competitive landscape — knows who the leaders are, the reasons behind their success, and their vulnerabilities, along with a well-informed perspective.

• Business-savvy. Frames decisions around Annual Recurring Revenue (ARR), attachment rates, retention, and profit margins. Capable of selling a proposal to a Chief Revenue Officer, not just to the engineering team. Treats pricing and packaging as integral parts of the product.

• Possesses a good eye for quality. Can quickly determine within 30 seconds of a demonstration whether a user flow will impress a buyer or jeopardize a deal.

• Demonstrates transparency in their work. Presents a competitor analysis or packaging suggestion during the final interview stage.

• Experience as a Product Manager for platforms, APIs, or developer tools — you have launched products that other engineers or partners build upon.

• Fluent in reasoning about events, plugins, latency budgets, and potential failure modes. You analyze the trace, not just the summary.

• Has managed LLM-backed services in a production environment and comprehends evaluation metrics, guardrails, and non-determinism from firsthand experience — rather than from a blog post.

• Experience with integrations and partner ecosystems: CCaaS, CRM, telephony, or data warehouse connectors, including the associated authentication, SSO, and webhook configurations.

• Comfortable handling the privacy and PII-redaction requirements involved in capturing real customer conversations at scale.

• Bonus: Familiarity with desktop or native-client capture, CTI, or contact-center telephony.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work opportunities.

• Generous paid time off and holiday leave.

• Professional development and training programs.