About the position
Founded in 2011, Sharpen transforms contact centers by putting agents at the heart of exceptional customer experiences. We combine human-centric design with cutting-edge AI innovation to empower agents and enhance every customer interaction. Our platform delivers the insights and streamlined processes that make connections more meaningful, efficient, and engaging-because happy agents create happy customers. We're seeking a Product Manager to join our core CCaaS team as a product owner in our agile development environment. This role will report to the Director of Product Management. You'll shape the future of our agent desktop, admin interfaces, and reporting tools while working directly with contact center managers, business stakeholders, vendors and developers to deliver exceptional user experiences.
Responsibilities
- Own the product lifecycle from conception to launch within a scrum team environment
- Translate business needs into clear product requirements, user stories & internal documentation
- Interface directly with customers to understand pain points and validate solutions
- Collaborate and participate in vendor selection processes
- Leverage AI to accelerate internal product team workflows & deliverables
- Work alongside internal stakeholders to prioritize features and roadmap initiatives
- Analyze product performance and user feedback post launch to drive continuous improvement
Requirements
- 1-3 years of product management experience, preferably in B2B SaaS environment
- Experience with contact centers or unified communications platforms
- Comfort working with RESTful APIs, JSON, SQL and basic technical documentation
- A self-starter that uses AI tooling to maximize efficiency & velocity
- Strong customer-facing communication skills and stakeholder management experience
- Experience working in agile/scrum environments as a product owner
- Fast learner with excellent written and verbal communication skills
- Analytical mindset with ability to make data-driven decisions
- Passion for user experience and solving complex business problems
Benefits
- Competitive salary and benefits package
- Hybrid work environment with strong in-person collaboration
