Product Manager Agent Tools

Job Summary

Internal Tools is where execution quality directly translates into customer experience and operating cost. We need a senior individual contributor who can own the strategy and outcomes for multiple products at once: someone who frames the hard problems, makes defensible trade‑offs against P&L and ROI, and partners across Care, Sales, Field, and back‑office to land work that moves the business.

• Create and own the product strategy and feature set for multiple products within the Internal Tools portfolio, with minimal assistance.
• Contribute to overall B2C and Mobile product management portfolio strategy and planning; bring an Internal Tools point of view that shapes adjacent decisions.
• Establish and gain acceptance for prioritized scrum backlogs across your products; prioritize feature backlogs at the product level with minimal help.
• Define audience needs and use cases to guide feature development; act as subject matter expert and customer advocate for current and future products.
• Construct business cases, apply policy/regulatory/security/brand guidelines, and use financial drivers to influence product decisions—leaning on senior PMs where useful, working independently where you can.
• Perform P&L & ROI evaluation; make recommendations grounded in value/cost trade‑offs.
• Define reporting requirements and track KPIs, satisfaction, usage, and performance; analyze data to inform decisions and tell the story behind them.
• Lead complex, cross‑cutting initiatives across agent workflows, employee platforms, and contractor tooling end‑to‑end with minimal assistance.
• Drive cross‑functional team priorities, discovery, and ROI in partnership with business stakeholders, development and design.
• Partner effectively with Engineering, UI/UX, and other product teams to deliver well‑conceived solutions; advocate for your products and point of view in cross‑functional projects and meetings.
• Drive product operational readiness with GTM, CPTO, Marketing, Sales, and Field; support post‑launch to deliver on operational, customer experience, and financial commitments.
• Serve as the Agile product owner and represent Product at Agile ceremonies; anticipate effort deltas between options before commitments are made.
• Effectively communicate product vision, principles, and roadmap to Manager and Director‑level stakeholders.
• Translate business logic to technical stakeholders and product/technical capability to non‑technical stakeholders.
• Use storytelling to connect product strategy to business outcomes; create presentations that move decisions forward.
• Disagree constructively, commit to the decision, and proactively solve cross‑functional problems.
• Identify opportunities and trends—including AI, LLM‑based features, and automation—and apply them as practical enablers for agent assist, decision support, workflow automation, and internal productivity.
• Distinguish problems where AI is the right tool from problems where it is not; bring rigour to evaluation, measurement, and rollout.
• Maintain a developing technical understanding of Internal Tools platforms and how end‑to‑end technological solutions are designed and impact the customer experience.
• Develop clear product documentation such as requirements, design approach, acceptance criteria.
• Vet and refine requirements; proactively find gaps in plans and work with stakeholders to specify or mitigate them.
• Inspect project assets across your products and provide feedback that improves completeness and accuracy.
• Proactively share knowledge to level up peers and adjacent teams.

• 8–10 years of product management or product operations experience, including ownership of multiple products or major product areas with measurable business outcomes.
• Demonstrated ability to lead complex initiatives end‑to‑end with minimal assistance, across engineering, design, operations, and business stakeholders—through influence rather than authority.
• Experience constructing business cases, performing P&L / ROI evaluation, and managing direct product costs.
• Strong written and verbal communication at the Manager and Director level; comfort with executive‑style writing, presentations, and…