Product Manager Agent Tools

Job Summary

Internal Tools  is where execution quality directly translates into customer experience and operating cost. We need a senior individual contributor who can own the strategy and outcomes for multiple products at once: someone who frames the hard problems, makes defensible trade-offs against P&L and ROI, and partners across Care, Sales, Field, and back-office to land work that moves the business.

Responsibilities

•    Create and own the product strategy and feature set for multiple products within the Internal Tools portfolio, with minimal assistance
•    Contribute to overall B2C, and Mobile product management portfolio strategy and planning; bring an Internal Tools point of view that shapes adjacent decisions
•    Establish and gain acceptance for prioritized scrum backlogs across your products; prioritize feature backlogs at the product level with minimal help
•    Define audience needs and use cases to guide feature development; act as subject matter expert and customer advocate for current and future products
•    Construct business cases, apply policy/regulatory/security/brand guidelines, and use financial drivers to influence product decisions — leaning on senior PMs where useful, working independently where you can
•    Perform P&L & ROI evaluation; make recommendations grounded in value/cost trade-offs
•    Define reporting requirements and track KPIs, satisfaction, usage, and performance; analyze data to inform decisions and tell the story behind them
•    Lead complex, cross-cutting initiatives across agent workflows, employee platforms, and contractor tooling end-to-end with minimal assistance
•    Drive cross-functional team priorities, discovery, and ROI in partnership with business stakeholders, development and design
•    Partner effectively with Engineering, UI/UX, and other product teams to deliver well-conceived solutions; advocate for your products and point of view in cross-functional projects and meetings
•    Drive product operational readiness with GTM, CPTO, Marketing, Sales, and Field; support post-launch to deliver on operational, customer experience, and financial commitments
•    Serve as the Agile product owner and represent Product at Agile ceremonies; anticipate effort deltas between options before commitments are made
Communicate at the Manager and Director Level
•    Effectively communicate product vision, principles, and roadmap to Manager and Director-level stakeholders
•    Translate business logic to technical stakeholders and product/technical capability to non-technical stakeholders
•    Use storytelling to connect product strategy to business outcomes; create presentations that move decisions forward
•    Disagree constructively, commit to the decision, and proactively solve cross-functional problems
•    Identify opportunities and trends — including AI, LLM-based features, and automation — and apply them as practical enablers for agent assist, decision support, workflow automation, and internal productivity
•    Distinguish problems where AI is the right tool from problems where it is not; bring rigor to evaluation, measurement, and rollout
•    Maintain a developing technical understanding of Internal Tools platforms and how end-to-end technological solutions are designed and impact the customer experience
•    Develop clear product documentation i.e. requirements, design approach, acceptance criteria 
•    Vet and refine requirements; proactively find gaps in plans and work with stakeholders to specify or mitigate them
•    Inspect project assets across your products and provide feedback that improves completeness and accuracy
•    Proactively share knowledge to level up peers and adjacent teams

Qualifications

•    8–10 years of product management or product operations experience, including ownership of multiple products or major product areas with measurable business outcomes
•    Demonstrated ability to lead complex initiatives end-to-end with minimal assistance, across engineering, design, operations, and business stakeholders — through influence rather than authority
•    Experience constructing business cases, performing P&L / ROI evaluation, and managing direct product costs
•    Strong written and verbal communication at the Manager and Director level; comfort with executive-style writing, presentations, and storytelling
•    Solid analytics fluency: identifies the metrics that matter, extracts insights, and makes actionable recommendations
•    Experience as a Product Owner in an agile environment, including backlog management, sprint planning, release coordination, and Agile ceremonies
•    Ability to simplify complex problems into core issues and key actions; pivot as needed while staying grounded in the overall strategy
Strongly Preferred
•    Experience with internal tools, agent desktops, contact center platforms, workforce platforms, or other employee-facing software
•    Practical experience applying AI/ML, LLM-based features, or automation to real business workflows — with a clear-eyed view of where it works and where it does not
•    Experience contributing to portfolio-level strategy and planning across multiple product areas
•    Bachelor's degree or equivalent experience; MBA or relevant Master's a plus
Nice to Have
•    Telecom, broadband, video, or mobile industry exposure — particularly OSS/BSS, Care, Sales, or Field operations
•    Familiarity with regulatory, policy, and operational constraints in large telecom environments
•    Engineering background or technical depth in software development lifecycles
Deep telecom experience is not required. Strong tools/platform PM instincts, financial rigor, and demonstrated execution across multiple products can compensate