Founded in 2011, Sharpen transforms contact centers by putting agents at the heart of exceptional customer experiences. We combine human-centric design with cutting-edge AI innovation to empower agents and enhance every customer interaction. Our platform delivers the insights and streamlined processes that make connections more meaningful, efficient, and engaging—because happy agents create happy customers.

The Role

We're seeking a Product Manager to join our core CCaaS team as a product owner in our agile development environment. This role will report to the Director of Product Management. You'll shape the future of our agent desktop, admin interfaces, and reporting tools while working directly with contact center managers, business stakeholders, vendors and developers to deliver exceptional user experiences.

What You'll Do

Own the product lifecycle from conception to launch within a scrum team environment
Translate business needs into clear product requirements, user stories & internal documentation
Interface directly with customers to understand pain points and validate solutions
Collaborate and participate in vendor selection processes
Leverage AI to accelerate internal product team workflows & deliverables
Work alongside internal stakeholders to prioritize features and roadmap initiatives
Analyze product performance and user feedback post launch to drive continuous improvement

What We're Looking For

1-3 years of product management experience, preferably in B2B SaaS environment
Experience with contact centers or unified communications platforms
Comfort working with RESTful APIs, JSON, SQL and basic technical documentation
A self-starter that uses AI tooling to maximize efficiency & velocity
Strong customer-facing communication skills and stakeholder management experience
Experience working in agile/scrum environments as a product owner
Fast learner with excellent written and verbal communication skills
Analytical mindset with ability to make data-driven decisions
Passion for user experience and solving complex business problems

Why Join Sharpen?

Shape software used by tens of thousands of users daily
Work with cutting-edge AI and conversational agentic technology
Join a team driving innovation in the contact center space
Hybrid work environment with strong in-person collaboration
Competitive salary and benefits package

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