Product Manager
Who We Are:
Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance.
Observe.AI’s powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. The result is stronger business outcomes, such as better customer experience, higher revenue, and better retention.
Observe.AI is trusted by hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. Observe.AI is headquartered in San Francisco with offices in Bangalore, India. For more information, please visit www.observe.ai.
What You Have:
Product Manager in B2B (SaaS) with experience building and shipping products for global enterprises. Preferably experience building early-stage products, focusing on customer discovery, experimentation, and figuring out Product Management.
A technical degree/background - the ability to defend software architectures with engineering leaders (BS engineering in CS/EE/ECE)
Analytical skills - ability to gather, analyze and present information using data to drive alignment with cross-functional teams (preferably MBA from a top-tier institution)
Design and user empathy - evidence of demonstrating this in prior jobs
Culture fit with Observe (Ownership, roll-up sleeves, no BS, customer focus)
Bonus - building products for customer support/sales (CX) / contact centers
What You Will Do as a Product Manager :
Design, implement and support a best-in-class SaaS application for Voice AI
Act as the voice of the user. Build deep customer understanding via meetings, surveys, analytics, beta testing, and usability research, with the results summarized in personas that connects customer needs to the solutions
Drive the product planning & release timetable in coordination with the Product Management team, CTO, Chief Data Scientist, customer success, and sales & marketing.
Author roadmaps, epics, user stories, use cases, functional and non-functional requirements, and acceptance criteria to define and communicate new services and features clearly
Define the metrics to ship with your features to measure usage and other success indicators, monitor those metrics, and determine if the work is successful
Balance internal & external demands with available resources by prioritizing requirements, scoping features & setting expectations
Lead agile cross-functional teams to bring new features and services to market.
Review, edit and manage the technical documentation cycle
Collaborate with Product Marketing to prepare a release and launch materials, author blog posts, and host webinars when appropriate
Build awareness of the market, technology, and competitive trends. Prepare detailed competitive analysis and benchmarking
Engage with our user community to understand their needs and design new Getting Started Guides, How-Tos, and Quick Starts and workflows to unlock their potential
Support and enable sales with the technical audience questions
Work closely with the sales and CS teams to scale their technical capabilities and leverage their customer reach to understand the customer needs
About the Team:
We are a team of passionate product folks spread across Bangalore, India, and San Francisco, USA building products impacting thousands of contact center agents and millions of end consumers! Being a part of the product team at Observe.AI is akin to running your own venture but with a safety net. You have to think like an entrepreneur, build business cases for your product proposals, and monitor the adoption and growth to ensure ROI.
So, if you are driven and entrepreneurial, passionate about SaaS, and looking to make a tangible difference and positive impact in an early-stage startup, we encourage you to apply.