Senior Product Manager – Conversations

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

📋 Description

• Take ownership of a specified area within the Conversations product, focusing on discovery, delivery, launch, and growth.

• Establish strategy, roadmap, and priorities aligned with the portfolio direction while being accountable for outcomes.

• Conduct 4–6 agency calls each week to identify customer challenges.

• Translate calls, support tickets, and feedback into actionable insights, jobs to be done, and pain points.

• Align pain points with existing, extended, or new capabilities and formulate testable hypotheses.

• Create high-fidelity prototypes and validate them with stakeholders and customers prior to engineering commencement.

• Specify requirements, draft PRDs, and collaborate with engineering and design to implement enhancements.

• Develop go-to-market strategies and launch materials in collaboration with Marketing, Support, and Customer Success teams.

• Manage beta tests and phased rollouts.

• Track feature usage, implement instrumentation, and conduct experiments to enhance activation, adoption, engagement, and retention.

• Compile data and narratives for Weekly Business Reviews (WBRs), Quarterly Business Reviews (QBRs), and annual planning.

• Collaborate with cross-functional teams on shared interfaces and interdependencies.

• Assist in onboarding and mentoring junior Product Managers.

⛳️ Requirements

• 7–9 years of experience in Product Management, preferably within B2B SaaS.

• Background in a communication or messaging product, such as an inbox, helpdesk, CPaaS, or CRM messaging.

• Demonstrated success in delivering customer-facing features that drive activation, adoption, engagement, or retention.

• Experience developing solutions for agencies or multi-tenant, white-label platforms.

• Proficient in preparing data and narratives for business reviews or annual planning activities.

• Excellent communication skills for customer calls.

• Ability to write clearly and concisely, including PRDs and status updates.

• Strong analytical skills with the capability to measure impact.

• Keen product sense and ability to evaluate user experience (UX).

• Capacity to independently plan and execute projects with thorough scoping, trade-offs, and follow-through.

• Regular use of AI tools for synthesis, analysis, PRDs, and prototyping.

• Experience in designing and launching AI features, such as suggested replies, summaries, routing, and agents.

• Knowledge of messaging channels and regulations, including A2P 10DLC, WhatsApp Business Platform, email deliverability, and consent.

• Familiarity with competing inbox solutions such as HubSpot, Intercom, Front, and Zendesk.

• Understanding of product funnels encompassing activation, adoption, engagement, retention, and time to value.

• Experience conducting discovery and validation loops with prototypes and beta users.

• Knowledge of AI feature quality, trust, and adoption measurement.

• Experience with APIs, webhooks, and event pipelines.

• Proficiency in writing structured PRDs and communicating roadmap trade-offs.

• Experience analyzing data using tools like Pendo, Amplitude, Mixpanel, or Superset.

🏝️ Benefits

• Global, remote-first organization.

• Equal Opportunity Employer.

• Voluntary demographic information disclosure is kept separate from the application and is not utilized in hiring decisions.