About EdgeTier:

At EdgeTier, we help customer care teams by seamlessly blending AI, automation and people. Our award-winning technology helps some of the most innovative companies in the world to deliver better quality customer service and to understand their customers better.

We have a huge opportunity to seize. We hope that you can help us get there.

About This Role

As a vital player in our dynamic and customer-focused startup-to-scale-up journey, you'll work closely with the technical Co-founders, and development team. Your mission is to propel product innovation in alignment with our long-term vision and strategy, taking full charge of the product roadmap.

We're seeking a seasoned professional with experience in high-growth, customer-centric SaaS companies. In this role, you'll collaborate closely with our technical teams, continuously enhance customer insights, prioritise innovative solutions, and maintain the delicate equilibrium between tactical and strategic goals. Moreover, you'll lead cross-company communication of priorities, release updates, and monitor the impact of product launches; all contributing to our growth-oriented product mindset. Your role is pivotal in sustaining our unwavering focus on product and expansion as we scale.

What you'll be doing:

• Utilise product discovery and subject matter expertise to maintain and develop customer knowledge.
• Use ideal customer profile personas to effectively prioritise and manage product delivery.
• Effectively prioritise and communicate customer issues clearly, validating solutions through hypotheses and experimentation.
• Track user adoption and behaviours for insights into prioritisation and solution design.
• Collaborate with the design and technical team on prototyping solutions.
• Maintain a dynamic 12-month product roadmap, balancing tactical and strategic priorities.
• Support the engineering team in defining sprint goals, user stories, and refinement.
• Provide regular communication on priority focuses, insights, and performance, adapting to audiences with varying technical competencies across the business.
• Collaborate with Marketing in early phase development of key initiatives to enable timely value adoption.
• Track release impact and prioritise iterative development as needed.
  
  

You bring this experience:

• 4 years experience as a Product Manager in a SaaS business.
• Agile methodology.
• Defect triaging and feature prioritisation.
• Competition analysis and market research.
• Goal mapping to align business goals with customer value.
• Mapping user behaviour to customer value
• Contact centre operations experience or knowledge is highly valuable but not essential.
  
  

You have:

• Excellent communication skills.
• Adaptable style of working to accommodate stakeholders with varying levels of technical competence and understanding.
• Strong skills in rapport-building and relationship development.
• Understanding of technical architecture, constraints, and capabilities.
• Strong data analytics skills, such as analysing product usage analytics
  
  

You are:

• Curious
• Influential
• Confident
• Adaptable
• Proactive & persistent
  
  

We have:

• A genuinely exciting opportunity for an experienced and motivated Product Manager to join us on our journey from Series A to scale-up.
• A competitive compensation package with meaningful equity to share our success.
• Culture we're proud of. Our working environment is challenging, exciting, rewarding, and fun (really)!
• An annual learning budget to foster curiosity, growth and development.
  
  

EdgeTier provides a safe environment that encourages personal and professional growth, nurtures trust, facilitates the development of new values, and fosters long-lasting connections. We take great pride in being an Equal Employment Opportunity employer at EdgeTier. We are committed to a discrimination-free workplace and do not engage in employment discrimination based on race, religion, colour, national origin, ancestry, membership in the travelling community, physical disability, mental disability, medical condition, marital status, gender, gender identity, age, sexual orientation, or any other protected status. This policy encompasses all aspects of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.