Own the end-to-end agent and supervisor experience across live and post-interaction surfaces.
Set the standard for information hierarchy, interaction ergonomics, and real-time UX in dense operator tooling.
Partner with design to prototype and pressure-test flows before a line of production code ships.
Define perceived latency and interruption budgets for each real-time assist surface.
Measure success in AHT, agent adoption, CSAT, and the acceptance rate of the suggestions you surface.
A capability area’s backlog and specs.
Acceptance criteria and customer-pilot targets.
The customer voice in every spec review.
Billing-meter and RBAC scoping per feature.
Writes the one-page specs that gate every build.

7+ years of product in B2B SaaS; contact-center, CCaaS, or developer-platform experience strongly preferred.
Writes crisp one-page specs that an engineer can build from without a meeting.
Technical enough to reason about events, plugins, and latency budgets — you don’t need a translator.
Has shipped to real enterprise customers on a fast cadence, with the scar tissue to prove it.
Reads the market. Knows the competition cold — who’s winning, why, and where they’re exposed — and has a point of view.
Business-fluent. Frames decisions in ARR, attach, retention, and margin. Can sell a bet to a CRO, not just to engineering. Treats pricing and packaging as product.
Has taste. Can tell within 30 seconds of a demo whether a flow will wow a buyer or lose the deal.
Shows their work. Brings a competitor teardown or packaging proposal to the final round.
Shipped complex, high-density operator or agent-facing tooling — contact center, trading, ops consoles, dev tools, or clinical/EHR.
Real-time or streaming UX experience: surfacing live signals without overwhelming the recipient.
Deep design partnership. You think in flows and states, care about every word and pixel, and can hold your own in a design critique.
Fluent in accessibility, keyboard-first workflows, and enterprise UX patterns for information-dense screens.
Treats RBAC and permissioning as a first-class UX problem, not an afterthought bolted on at the end.

Product Manager – Workspace

Key skills