Note: The job is a remote job and is open to candidates in USA. Compass Experience Labs is seeking a highly autonomous and technical Senior Product Manager to take ownership of product strategy and engineering execution. The role involves leading the product lifecycle for both internal tools and external solutions, while managing a remote engineering team and ensuring effective communication across various stakeholders.
Responsibilities
- Drive the Vision: Own the product vision and strategy for both internal operational tools and external customer-facing solutions
- Enhance Metrics that Matter: Build features that directly impact our core KPIs from CSAT to interaction seamlessness to first-contact resolution rates
- Balance Tech & Touch: Identify opportunities to deploy automation and AI that eliminate friction, allowing our human agents to focus on high-value, empathetic problem-solving
- Communicate with Impact: Serve as the bridge between business, operations, technology, and clients by communicating product updates, priorities, and changes clearly and proactively
- Foster trust through transparent communication and ensure both internal teams and external customers are informed, aligned, and prepared for successful adoption
- Lead a Global Team: Directly manage, mentor, and align our distributed engineering team across the US, LATAM, India, and the Philippines
- Bridge the Gap: Translate high-level business requirements into clear, actionable technical specifications for the engineering team
- Ensure Quality: Foster a culture of engineering excellence, continuous deployment, and high system reliability
- Run the Engine: Act as the Scrum Master/Agile Lead. Organize and facilitate daily stand-ups, sprint planning, backlog grooming, and retrospectives
- Master Jira: Architect and maintain our Jira environment to ensure total transparency, efficient ticket routing, and accurate velocity tracking
- Maintain the Roadmap: Keep a dynamic, prioritized product roadmap and backlog that balances quick wins with long-term strategic architectural improvements
Skills
- 5+ years of Product Management experience, with a proven track record of shipping B2B or internal operational software
- Demonstrated experience leading, managing, or closely directing a software engineering team, preferably in a fully remote, globally distributed environment
- Deep, hands-on experience applying Agile/Scrum methodologies. You know how to run a sprint efficiently and keep a team unblocked
- Proficiency in Jira (setting up workflows, dashboards, and managing complex backlogs is second nature to you)
- Exceptional written and verbal communication skills. You can explain a complex technical trade-off to the CEO and a business goal to a backend developer with equal clarity
- Experience in the BPO, Customer Success, or CRM technology space is a massive plus
Company Overview