| Role Overview
We're looking for a strategic, customer-focused Product Manager to drive meaningful outcomes for our contact center platform. You'll partner with our VP of Product to shape roadmap priorities and work closely with Engineering to bring them to life. You own the "What" and "Why"; defining problems worth solving and ensuring we build the right things for the right reasons. You empower engineers in your Scrum teams to own the "How." Your success is measured by customer impact, business value delivery, and your ability to make smart trade-offs in a fast-moving market. What You'll Do
Strategic Partnership & Roadmap Ownership -
Partner with the VP of Product to shape quarterly and annual roadmap priorities based on market trends, competitive positioning and customer needs -
Translate business goals into a concrete, sequenced roadmap for two dedicated scrum teams -
Continuously evaluate roadmap projects against emerging opportunities - including AI capabilities, new integration partners and shifts in the CCaaS landscape Customer & Market Discovery -
Engage directly with customers, prospects and internal stakeholders to deeply understand contact center operator pain points and areas of improvement within our core platform -
Analyze support tickets, feature requests, product projects and win/loss data to identify patterns and inform prioritization -
Partner with Sales Engineering and Customer Success to gather field insights and validate assumptions Backlog Ownership & Prioritization -
Take part in ownership of backlog priority, sequencing features and bugs based on ROI, strategic alignment and customer impact -
Make disciplined trade-off decisions and be comfortable saying "no" or "not yet" to requests that don't fit the core roadmap -
Evaluate integration requests from Sales; determine fit for SaaS core vs. Professional Services custom builds Requirement Definition & Delivery -
Author high-quality Product Requirement Documents (PRDs) that clearly articulate the user problem, business logic, use cases and acceptance criteria -
Collaborate with Engineering leads to refine scope and ensure technical feasibility without prescribing implementation -
Personally validate delivered functionality against acceptance criteria through hands-on UAT -
Responsibly leverage LLM/ML technology to functionally transform your daily workflows resulting in personal productivity gains in various areas of Product Ownership Cross-Functional Communication -
Provide clear, consistent visibility into "what's shipping and why" across Product, Engineering, Sales, Marketing and Customer Success -
Translate technical capabilities into business value for leadership and customer-facing teams -
Represent the product perspective in go-to-market planning and customer-facing discussions as needed What We’re Looking For - Customer-Centered Problem Solver: You start with the user’s world—understanding how agents, supervisors, and administrators actually work—and translate that insight into product decisions that make their jobs better.
- Strategic & Tactical: You can zoom out to assess market dynamics and competitive threats, then zoom in to write crisp acceptance criteria for a single user story.
- Disciplined Prioritize: You protect the roadmap with conviction and can say “no” diplomatically while maintaining strong stakeholder relationships.
- Clear Communicator: You clearly explain business value to executives and functional requirements to developers. You write well and present with confidence.
- Curious About Technology: You don’t need to write code, but you’re genuinely interested in how things work—APIs, integrations, and data flows—and can have informed conversations with engineers about functionality and architecture.
Qualifications
Required - 3+ years in B2B SaaS Product Management
- Experience owning a product backlog and working with Agile/Scrum teams
- Strong understanding of API-driven products and integration ecosystems
- Demonstrated ability to write clear PRDs with well-defined acceptance criteria
- Track record of making data-informed prioritization decisions
Nice to Have - Experience in contact center, unified communications or customer experience platforms
- Familiarity with CCaaS concepts (ACD, IVR, workforce management, omnichannel routing, agent experience)
- Exposure to AI/ML product capabilities, particularly conversational AI, real-time analytics or agent assist technologies
- Experience collaborating across Sales, Customer Success, and Marketing in a growth-stage environment
- Proficiency with Jira, Confluence and Google Workspace
Why Join Sharpen?
We’re not your typical tech company—we’re collaborative, curious, and constantly pushing to improve how contact centers operate. If you’re ready to grow with a mission-driven team and make an impact on how companies connect with their customers, Sharpen is the place for you! - Competitive salary + commission and performance bonuses
- Full benefits package (health, dental, vision, 401k)
- 401k match and employer HSA contribution
- Career growth opportunities within a dynamic and growing company
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