Lead Product Manager

Coconut Software is the leading Branch Performance Platform, helping financial institutions grow, drive productivity, and deliver better customer experiences.

Coconut's AI-powered, enterprise-grade platform brings together appointment scheduling, in-branch queuing, video banking, and branch workforce management, turning customer interaction and operational data into actionable insights across multiple lines of business. The result: greater visibility into performance, better use of workforce capacity, and smarter decisions that drive stronger branch outcomes.Trusted by 200+ banks and credit unions, including RBC, Mountain America Credit Union, and M&T Bank, Coconut Software turns every interaction and staffing decision into a competitive advantage.

Reporting to the Chief Product & Engineering Officer, as a Lead Product Manager here at Coconut, you’ll drive a critical company-level growth, product vision, strategy, and data driven roadmap that delivers! Your familiarity with the environments and needs of large enterprise customers make identifying market and customer requirements almost second nature. You believe in a customer-centric experience and are passionate about the full product life cycle, from ideation through the collaborative development process across teams to deliver winning products. You prefer a highly visible role where you will have a chance to make significant contributions with an immediate and lasting impact on company growth. You bring proven success in ownership, bias for action, and innovative product strategies. You exhibit excellent judgment, and leverage data to prioritize between the needs of existing customers versus new ones and between features, architectural improvements, and operational excellence.

YOU’RE FIRED UP TO CONTRIBUTE TO

Product Strategy

• Lead multiple of our core product offerings within our suite that provides great experiences for the staff of our customers (eg. bankers and advisors). You’ll partner with Engineering to help ensure our Platform is the engine that empowers the end customer through pre-meeting activities
• Roll up your sleeves to help determine the future of our platform in areas through AI, addressing our customer’s needs to offer their customers modern tools to self-serve or start the engagement 
• Bring teams together. You love working cross functionally across business and tech to align around goals and develop insights
• Give Product Demos, present to the company, and present to internal and external stakeholders

AI Product Leadership

• Identify and prioritize high-value opportunities where AI can improve customer and staff experiences. Work with Engineering, Design, Data, Security, and customers to translate these opportunities into responsible, testable product experiences
• Leverage AI to develop prototypes and customer experiments to validate desirability, usefulness, and trust

Team Leadership

• As one of the more senior members of the Product team, you’ll help support, share knowledge with, and mentor ascending members of the team including Product Owners
• In particular, you’ll take a primary role in elevating our product management craft by contributing perspective on our tools, and taking the lead role in evolving several key internal processes and workflows

Project Management

• Manage product roadmap, define key milestones, customer requirements, key product metrics, develop product epics and partner with Engineering on accountability for OKRs 
• Maintain a clear communication line between Product and Engineering ensuring that Engineering fully understands customer requirements and the direction Product has planned in regards to new product development, existing product maintenance or enhancement and feature deprecation
• Ensure products and releases are launched correctly and on schedule

Customer Experience

• Regularly meet with customers to better understand their needs in general, their Coconut specific friction points and wants. 
• Validate requirements and the resulting product with customers and customer success teams to ensure we’re delivering value 
• Act as customer advocate - be the voice of the customer, articulating their needs 
• Manage customer feature requests 

Product Research

• Work with Product Marketing and Product Designers to determine what problems are aligned with the company objectives to solve
• Be a market expert - understand the reasons customers purchase products, the competition, and how customers think of and buy our product
• Aid in developing product positioning 

Finance

• Understand the cost of development and product overhead and the impact this should have on pricing
• Help set pricing to meet revenue and profitability goals 

WHAT YOU BRING TO THE TEAM

• 8+ years of product management experience (Bonus points if it’s in SaaS or Banking)
• An exceptional ability to work collaboratively with stakeholders across Engineering and market-facing departments, showing a high degree of skill in conflict management, change management, and leading by influence
• A technical background (APIs, Integrations, etc) especially in SaaS companies that are scaling their product and features
• Demonstrated ability to work with technical teams on AI-enabled products, including a practical understanding of LLMs, structured data, model limitations, evaluation, privacy, security, and usage economics. Candidates do not need to be data scientists or ML engineers, but must be able to ask strong technical questions and make sound product trade-offs
• Excellent written and verbal communication skills. You’re ready to speak in front of execs or the entire company
• A growth mindset. You’ve got a track record of pursuing professional growth through teaching or mentorship
• Demonstrated knowledge of design principles for mobile and web
• Success in defining and launching products that meet and exceed business objectives
• Proven experience managing multiple products in parallel as part of a portfolio strategy
• Proven ability to think strategically and execute tactically. You think beyond products and releases, and are able to elevate the organization to think about value streams and strategic levers
• A keen business sense and are able to leverage data to develop and prioritize strategic objectives
• Ability to travel - expect to travel to customers or our head office from time to time (possibly up to once a quarter)

This posting is for a vacant contract position. The expected hiring range for this role is $130,000 - $170,000.

The base salary for this position is listed to support candidates to align themselves within the target range. The range is grounded in comprehensive analysis of national compensation data for similar roles and company sizes in the technology sector, alongside a review of our internal compensation framework to ensure pay equity across the company. Note that ranges may evolve over time.  We aim to provide a fair offer and hire within this specified range. The final offer for this position will take a candidate's background, experience, skills, and internal equity into consideration. Top performers’ compensation will be reviewed annually, as part of our Performance Acceleration program (Performance Reviews, Compensation Reviews, etc.).