The Product Manager is responsible for defining product vision, roadmap, delivery, adoption, and business outcomes for assigned products, platforms, or applications. The role 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, business goals, operational requirements, design insights, and technical considerations. This role drives product strategy from concept through delivery 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.
• 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.
• 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.

Stakeholder Management

• Build strong relationships across business, technology, operations, and leadership teams.
• 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.

Product Performance & Continuous Improvement

• Establish and monitor product success metrics and key performance indicators.
• Analyze product performance, customer feedback, user research, journey analytics, and operational results to identify experience improvement opportunities.
• Drive product adoption, increase engagement, and realize product value through effective change management and coordinated, multi-touch communication strategies across email, SMS, and digital channels.
• 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.
• Track record of defining product and experience strategy and translating business problems, customer insights, and user needs into durable product capabilities, prioritized roadmaps, delivery plans, and measurable outcomes.
• Experience shipping products or features across the full product lifecycle, from discovery and validation through launch, performance measurement, and post-launch optimization.
• Deep experience with customer experience strategy and design practices, including journey mapping, persona development, service blueprinting, and experience measurement, with demonstrated success translating customer insights and feedback into products that deliver measurable customer and business value.
• Experience with customer education, onboarding, or digital adoption programs.
• Demonstrated success improving customer engagement, activation, retention, or completion metrics through data-informed product and experience improvements.
• Experience launching personalized recommendation or content experiences that address customer needs and support measurable product outcomes.
• 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 cross-functional teams through influence to deliver high-quality products and guide stakeholders through prioritization, trade-offs, and product decisions.

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