Product Manager – Workspace

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

📋 Description

• Take ownership of the complete experience for agents and supervisors across both live and post-interaction platforms.

• Establish standards for information hierarchy, interaction ergonomics, and real-time user experience within complex operator tools.

• Collaborate with design teams to create prototypes and validate workflows prior to the release of production code.

• Define acceptable latency and interruption thresholds for each real-time assistance interface.

• Evaluate success based on AHT, agent adoption rates, customer satisfaction (CSAT), and the acceptance rates of the suggestions provided.

• Manage the backlog and specifications for a specific capability area.

• Set acceptance criteria and customer pilot objectives.

• Incorporate the customer perspective into every specification review.

• Scope billing meters and RBAC for each feature.

• Draft concise one-page specifications that are prerequisites for every build.

⛳️ Requirements

• A minimum of 7 years of product experience in B2B SaaS; experience in contact centers, CCaaS, or developer platforms is highly desirable.

• Ability to write clear one-page specifications that engineers can utilize without requiring further meetings.

• Sufficient technical knowledge to understand events, plugins, and latency budgets without needing an intermediary.

• Proven track record of delivering to real enterprise customers rapidly, with the experience to back it up.

• Ability to analyze the market and understand competitors thoroughly — knowing who is leading, why, and where they have weaknesses, along with a well-formed perspective.

• Business-savvy, capable of framing decisions in terms of ARR, attach rates, retention, and margins. Can advocate for a proposal to a CRO, not just to the engineering team. Treats pricing and packaging as integral to the product.

• Possesses a discerning eye. Can quickly assess within 30 seconds of a demonstration whether a workflow will impress a buyer or jeopardize a deal.

• Demonstrates their work effectively, bringing a competitor analysis or packaging proposal to the final interview stage.

• Experience in delivering intricate, high-density tools for operators or agents — including contact center solutions, trading platforms, operational consoles, development tools, or clinical/EHR systems.

• Familiarity with real-time or streaming user experience: delivering live signals without overwhelming the user.

• Strong partnership with design teams. Thinks in terms of workflows and states, values every word and pixel, and can contribute meaningfully to design critiques.

• Knowledgeable in accessibility, keyboard-first workflows, and enterprise UX patterns for information-rich screens.

• Approaches RBAC and permissioning as a critical UX challenge, rather than an afterthought added at the end of the process.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities

• Comprehensive health benefits