Product Manager

We are seeking an experienced Product Manager to own and manage our products after their business go-live. In this role, you will ensure product stability, value realization, and continuous improvement while collaborating with cross-functional teams to deliver exceptional user experiences. You will also be involved in project scoping and creating comprehensive product documentation.

Key Responsibilities:

• Own the incident, problem, and change management lifecycle for products post-launch
• Conduct triage sessions and prioritize defects and enhancements using a transparent backlog
• Define and monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Service Level Objectives (SLOs), and error budgets in collaboration with Development and DevOps teams
• Coordinate releases, including hotfixes, patches, and minor versions, and lead Change Advisory Board (CAB) meetings and change control processes
• Communicate release information and updates to business stakeholders effectively
• Maintain comprehensive knowledge base, support playbooks, runbooks, and configuration inventories to ensure smooth operations and efficient issue resolution
• Collect user feedback through various channels and analyze post-release metrics, such as adoption rates, performance indicators, and customer satisfaction scores (CSAT/NPS)
• Translate user feedback and data-driven insights into actionable items for the product roadmap
• Collaborate with the Project Management Office (PMO) to provide status updates, manage budget burn, and identify and mitigate risks
• Partner with Development teams for root cause analysis of issues and drive continuous improvement initiatives
• Work closely with IT and Business teams to facilitate user training, rollouts, and adoption
• Participate in project scoping activities, including defining project objectives, requirements, and success criteria
• Create and maintain comprehensive product documentation, including user guides, release notes, and technical specifications
• Utilize service management tools (e.g., Jira Service Management, ServiceNow), backlog management tools (e.g., Jira, ClickUp), and analytics platforms (e.g., Google Analytics 4, Amplitude) to effectively manage the product lifecycle
• Leverage basic SQL skills to query and analyze data using Supabase

Skills & Requirements:

• 5+ years of experience in product management, with a focus on post-launch support and continuous improvement
• Experience in project scoping and creating product documentation
• Strong understanding of incident, problem, and change management processes
• Experience defining and monitoring SLAs, OLAs, SLOs, and error budgets
• Proficiency in using service management tools (e.g., Jira Service Management, ServiceNow) and backlog management tools (e.g., Jira, ClickUp)
• Familiarity with analytics platforms (e.g., Google Analytics 4, Amplitude) and using data to drive decision-making
• Basic SQL skills for querying and analyzing data in Supabase
• Excellent stakeholder management and communication skills, with the ability to effectively collaborate with cross-functional teams
• Strong problem-solving abilities and a data-driven approach to prioritization
• Ability to translate user feedback and insights into actionable product improvements
• Experience with agile development methodologies and working closely with development teams
• Proficient in creating clear and concise product documentation
• Bachelor's degree in Business, Computer Science, or a related field (or equivalent experience)

KPIs:

• SLA attainment
• Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) for incidents
• Defect escape rate
• Post-release incident volume trend
• Change success rate
• User satisfaction metrics (CSAT/NPS)
• Adoption rates compared to target goals
• Quality and completeness of product documentation

If you are passionate about ensuring the success and continuous improvement of products post-launch, while also contributing to project scoping and creating comprehensive product documentation, we would love to hear from you. This role offers an exciting opportunity to drive product stability, value realization, and user satisfaction while collaborating with a talented team of professionals.