Product Manager – Customer Engagement & Education

Routeware, Inc. is the industry leader in providing software and data analysis for waste and recycling programs. They are seeking a Product Manager to drive day-to-day execution on their Customer Engagement & Education product line, focusing on enhancing resident experience and integrating AI capabilities.

Responsibilities:

• Roadmap Execution & Delivery: Partner closely with the Director of Product and our senior PM to execute the product line roadmap. Own daily execution: discovery, story writing, sprint planning, acceptance criteria, and validation. Ship clean, on time, and with quality
• Resident Experience Mindset: Bring a consumer-PM sensibility to your work — care about UX quality, engagement, friction, and behavior change. Help hold the line on the resident experience while delivering features the municipal buyer needs (configurability, reporting, compliance)
• Cross-Product Collaboration: Contribute to integration work between Customer Engagement and the broader Routeware platform. Partner with PMs on adjacent product lines as we work toward a more unified portfolio
• Distributed Delivery & Engineering Partnership: Work effectively with a distributed engineering team that includes offshore developers. Write specs that don’t require a hallway conversation to interpret. Run sprint ceremonies in an async-friendly way
• AI Feature Delivery: Help identify, scope, and ship AI-powered capabilities in the resident journey — smarter search, conversational sorting guidance, personalized education, contamination reduction
• Launch & Adoption: Partner with Marketing, CS, and Support on go-to-market — release readiness, internal enablement, customer comms, and adoption tracking after launch
• Voice of Customer & Measurement: Stay close to Support and Customer Success — triage escalations, feed real-world signal back into the roadmap, and track KPIs for your scope (adoption, engagement, education effectiveness)

Requirements:

• Background shipping consumer-facing or resident-facing product — not just internal B2B tooling. You understand engagement, retention, and how to design for a non-expert end user
• 2–3+ years in Product Management or Product Ownership in SaaS, with progressive scope and ownership
• Strong agile fluency: backlog management, story writing, sprint planning, prioritization frameworks
• Experience working with distributed or offshore engineering teams — or strong evidence of the written clarity and async habits that make it work
• Strong analytical instincts — comfortable with product analytics, experimentation, and metrics-driven prioritization
• Familiarity with AI / LLM-powered product capabilities and the judgment to know where they add real value vs. where they're overkill
• Excellent communication and stakeholder management; able to translate between municipal customers, internal teams, and executives
• Hands-on fluency with Jira, Confluence, and a product analytics tool (Pendo, Amplitude, Mixpanel, similar)
• Background in civic tech, B2B2C, waste/recycling, utilities, or other municipal-adjacent SaaS
• Experience with behavior-change product design or educational/content-heavy product surfaces
• Track record contributing to product integration or unification work across multiple product lines
• Experience shipping AI features into a consumer-facing product
• Familiarity with localization, accessibility, and multi-tenant product configurability