MetTel's Bruin platform is the operational backbone behind 5,000+ enterprise and federal customers. As Product Manager for Bruin Platform, you'll own the customer-facing product surface that those customers use every day: the portal experience, administrative tooling, self-service workflows, order and checkout flows, notifications, and reporting. This is a high-visibility role with direct impact on customer retention, NPS, and platform revenue. 

You'll report into the AVP of Mobile Products and collaborate closely with engineering, UX, customer success, and enterprise sales. You'll be the voice of the customer inside the product org — and the voice of product priorities with every external stakeholder. 

ROLE AND RESPONSIBILITIES:

Customer Experience & Portal 

• Define and execute the product vision for Bruin's customer-facing portal, serving enterprise administrators and end users managing telecom assets at scale 

• Partner with UX/UI to modernize the portal based on user research, behavioral data, and direct customer feedback 

• Build and enhance self-service capabilities (i.e. Admin Center, User Management, Site Management) that reduce support burden and increase customer autonomy  

• Improve end-user notifications, alerts, and proactive communications across the platform 

• Own the in-app support experience within Bruin, including contextual help, guided troubleshooting flows, and ticket submission — reducing friction between a customer encountering a problem and getting it resolved  

• Optimize self-service support workflows to deflect tier-one inquiries, targeting measurable reductions in support contact rate without degrading customer confidence  

• Drive improvements to role-based access control, user provisioning, and audit logging capabilities 

• Optimize new customer onboarding to ensure customers can quickly get value from Bruin capabilities  

Reporting & Customer Intelligence 

• Own the reporting product strategy, delivering actionable insights across wireless usage, device inventory, cost optimization, and network performance 

• Drive incremental improvements to customer dashboard and enable in-app actions  

• Build toward a self-serve analytics experience that reduces ad hoc support requests and empowers customers to act on their own data 

Checkout & Order Flows 

• Design and optimize checkout experiences for device orders, service provisioning, and accessory purchases 

• Own conversion rate, order accuracy, and provisioning SLA metrics for transactional flows 

Roadmap & Stakeholder Management 

• Develop and maintain quarterly and annual product roadmaps aligned to business objectives, customer needs, and competitive positioning 
• • Present roadmap updates and business cases to executive stakeholders; lead regular product reviews with leadership 
  • Prioritize the backlog using structured ROI and RICE-style scoring; communicate trade-offs clearly across teams 
  • Ensure product documentation, training materials, and release notes are comprehensive, accurate, and shipped on time 

DESIRED QUALIFICATIONS:

• 7+ years in Product Management, ideally with exposure to enterprise SaaS, telecom, or managed services platforms 

• Demonstrated experience owning customer-facing product surfaces — portals, dashboards, or self-service applications — with measurable outcomes 

• Track record of translating complex technical and operational requirements into intuitive, customer-focused solutions 

• Bachelor's degree in Business, Engineering, Telecommunications, or a related field; MBA a plus 

Skills & Competencies 

• Strong analytical instincts: comfortable modeling business cases, interpreting usage data, and designing experiments to validate decisions 

• Excellent communication and stakeholder management — able to influence cross-functional teams without direct authority 

• Organized and methodical: capable of managing multiple initiatives concurrently without losing sight of the critical path 

• Comfortable working in Jira, Confluence, and modern analytics tooling; familiarity with APIs and platform integrations is a strong plus 

• Experience with TEM, MDM, or managed mobility platforms is advantageous but not required 

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $165,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

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