The Product Manager is responsible for defining product vision, roadmap, delivery, launch, adoption, expansion, and business outcomes for assigned products, platforms, or applications. The role uses market analysis, competitive insights, and customer research to identify growth opportunities and partners closely with business, technology, and experience design stakeholders to ensure products deliver measurable value, improve customer, agent and employee experiences, and support organizational objectives.

The Product Manager serves as the primary point of accountability for product planning, prioritization, and experience-focused discovery and definition, balancing user needs, market opportunities, business goals, operational requirements, design insights, and technical considerations. This role drives product strategy from market assessment and concept validation through new product launch, expansion, and continuous improvement while fostering cross-functional collaboration and facilitating workshops that align stakeholders around user journeys, personas, pain points, and desired outcomes. A successful candidate will have a track-record of working alongside design thinking, experience design, innovation and experimentation groups.

SPECIFIC DUTIES:

Product Strategy & Vision

• Define and communicate the vision, strategy, and long-term roadmap for assigned products and platforms.
• Partner with stakeholders to identify opportunities that improve customer experience, agent experience, employee experience, operational effectiveness, and business outcomes.
• Align product strategy with organizational objectives and evolving business needs.
• Conduct market and competitive analysis to assess industry trends, customer segments, unmet needs, and product gaps; translate findings into differentiated product strategies and prioritized growth opportunities.
• Develop business cases for new products and expansion into additional customer segments, markets, or channels, evaluating market potential, customer value, feasibility, investment needs, risks, and expected business outcomes.
• Translate experience strategy inputs such as customer insights, journey maps, service blueprints, and personas into product priorities and roadmap decisions.
• Create transparency and organizational buy-in for product direction and priorities.

Roadmap & Product Delivery

• Develop and maintain product roadmaps and release plans that support strategic goals, including new product launches and expansion of existing offerings into additional customer segments, markets, or channels.
• Gather, document, and prioritize business and user requirements.
• Manage and communicate the product backlog in partnership with delivery teams, ensuring backlog priorities reflect customer experience needs, journey pain points, and validated user outcomes.
• Support Agile planning activities, including roadmap reviews, backlog prioritization, and quarterly Program Increment planning (where applicable).
• Partner with developers, architects, UX professionals, researchers, designers, and business stakeholders to deliver product enhancements and new capabilities grounded in user experience insights, research, and data.
• Lead cross-functional product launch and expansion readiness, defining launch scope, pilot and validation plans, rollout sequencing, dependencies, and success criteria in partnership with business, technology, operations, and design teams.

Stakeholder Management

• Build strong relationships across business, technology, operations, marketing, sales, business development, and leadership teams to align product strategy, launch plans, and expansion priorities.
• Facilitate alignment across stakeholders with competing priorities through structured workshops, discovery sessions, journey mapping, persona development, and decision-making forums.
• Communicate product priorities, timelines, risks, progress, and outcomes.
• Lead cross-functional facilitation to define current-state and future-state experiences, clarify user needs, surface pain points, and build shared understanding across business, technology, design, and operations teams.
• Serve as the primary liaison between business stakeholders and delivery teams.
• Partner with marketing, sales, and business development on go-to-market strategy for new products and expansion initiatives, providing product direction, target customer insights, and value propositions to inform positioning, messaging, and sales enablement.

Product Performance & Continuous Improvement

• Establish and monitor product success metrics and key performance indicators, including launch effectiveness, adoption, engagement, retention, and growth within target customer segments or markets.
• Analyze product performance, customer feedback, user research, journey analytics, and operational results to identify experience improvement opportunities; evaluate post-launch results against business case assumptions to refine products and guide expansion decisions.
• Drive product adoption and value realization through effective change management and communication strategies.
• Stay informed of emerging technologies, market trends, and industry best practices that may enhance product capabilities.

QUALIFICATIONS AND EXPERIENCE REQUIRED:

Required

• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or related field.
• Experience in product management, product ownership, business analysis, or a related discipline.
• Demonstrated experience developing product strategy, experience strategy, roadmaps, and delivery plans informed by market analysis, competitive insights, customer research, and user needs.
• Experience assessing market opportunities, developing business cases, and leading cross-functional new product launches or expansion of existing products into additional customer segments, markets, or channels.
• Deep experience with customer experience strategy and design practices, including journey mapping, persona development, service blueprinting, experience measurement, and translating insights into product decisions.
• Proven ability to plan and facilitate workshops with senior stakeholders and cross-functional teams to align on customer needs, define target experiences, prioritize opportunities, and drive decisions.
• Experience working in Agile product development environments.
• Strong analytical and problem-solving skills.
• Excellent communication, presentation, storytelling, workshop facilitation, and stakeholder management capabilities.
• Ability to lead through influence across cross-functional teams.

Preferred

• Experience supporting enterprise software, digital products, business platforms, analytics solutions, customer-facing applications, or operational systems.
• Advanced familiarity with product analytics, customer experience design, human-centered design, process improvement, and change management practices.
• Experience working within highly regulated industries.
• Knowledge of emerging technologies, automation, artificial intelligence, and digital transformation trends.

Location: 

Atlanta Office