Senior Product Manager

Job Summary

Driving the vision and execution of AI-driven capabilities, the full-time Senior Product Manager will define and deliver agent assistance features that enhance call handling workflows, collaborating cross-functionally to ensure successful product lifecycle management and measurable outcomes.

Key responsibilities

• Define product vision and strategy for Agent Assistance, focusing on high-impact problems for call takers and supervisors
• Drive agent assistance initiatives through product lifecycle management phases, maintaining necessary documentation and governance
• Own end-to-end requirements for features, coordinating with engineering for delivery execution and ensuring operational readiness

Required qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent experience
• 7+ years of product management experience with complex, user-facing products in SaaS or mission-critical environments
• 5+ years of experience in call handling environments
• In-depth understanding of NG911 standards and interoperability requirements preferred
• Proven experience in developing business cases for mission-critical systems, including market analysis and regulatory compliance