JOB PURPOSE:

The Product Manager – Full Stack (Frontend + Backend) is responsible for leading the end-to-end product lifecycle of a next-generation call center automation platform. This role requires a blend of technical fluency, data-driven decision-making, and strong product leadership to transform complex business requirements into scalable SaaS solutions that drive measurable commercial outcomes — increasing contact rates from 8% to over 20% and tripling revenue per agent.

KEY ACCOUNTABILITIES:

Description

Product Strategy & Ownership

• Define, prioritize, and execute the product roadmap for a full-stack call center automation platform.
• Translate business goals into clear, actionable product requirements and technical specifications.
• Own KPIs related to platform efficiency, conversion rate, and agent productivity.
• Collaborate with cross-functional teams to ensure product-market fit and delivery excellence.

Technical & Functional Leadership

• Bridge communication between business stakeholders and development teams, ensuring alignment and clarity.
• Write detailed product requirements, user stories, and acceptance criteria.
• Demonstrate strong understanding of APIs, databases, and both frontend/backend integration.
• Support developers with clarifications and ensure technical feasibility of solutions.

User Experience & Design

• Apply UX design thinking to craft intuitive user flows and high-performing interfaces.
• Partner with designers to create wireframes, mockups, and prototypes that enhance usability and engagement.

Delivery & Metrics

• Prioritize development tasks based on impact, complexity, and business value.
• Define success metrics and ensure post-launch performance measurement.
• Continuously optimize product functionality to improve efficiency and scalability.

Stakeholder Collaboration

• Collaborate closely with Sales, Operations, and Engineering teams to gather insights and feedback.
• Act as the voice of the business and the customer in all product decisions.
• Communicate progress, risks, and milestones effectively to leadership and technical teams

4. COMMUNICATIONS & WORKING RELATIONSHIPS:

• Reports directly to the CEO/COO
• Works closely with Engineering, Design, Sales, and Operations teams.
• Coordinates with external partners or vendors where required.
• Maintains proactive communication with senior stakeholders for alignment and feedback.

5. QUALIFICATIONS, EXPERIENCE & SKILLS:

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
• MBA or Product Management certification preferred.

Experience

• 3–5+ years of proven product management experience.
• Strong experience in SaaS platform development.
• Solid understanding of frontend and backend technologies, APIs, and databases.
• Demonstrated ability to translate business requirements into detailed technical specifications.

Technical & Product Skills (Must Have)

• User experience design thinking
• Requirement writing (clear, detailed, actionable)
• Prioritization and roadmap management
• Metrics definition and performance tracking
• Stakeholder communication and alignment

Domain Knowledge (Nice to Have / Can Learn)

• Call center operations and sales software systems
• E-commerce or abandoned cart recovery background
• Real-time system experience
• Multi-language / multi-region product operations