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Product Management Associate
2 weeks ago
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We value curiosity, initiative, and a drive to improve things. As part of our Product team, you'll help manage the tech suite that powers 25,000+ agents globally. If you're eager to grow your career in product management, this could be a great fit. In this role, you'll work closely with internal teams across departments to turn ideas into features that deliver real value. You'll support shaping product specifications, participate in agile ceremonies, coordinate with design and engineering throughout the development cycle, and ensure that features are successfully delivered and adopted by end-users.
As a Product Management Associate, You Will…
- Contribute to product strategy and execution of a digital product in the IntouchCX product ecosystem, aligning with overall organisational goals.
- Drive product discovery through structured experiments, market research, competitive analysis, and user insights.
- Champion user-centric thinking, ensuring solutions that are intuitive, adoptable, and enhance the agent, admin, and customer experience.
- Collaborate with stakeholders to execute product vision, strategy, and short- and long-term roadmaps aligned with company goals.
- Manage and groom the product backlog; define MVPs and lead sprint planning in partnership with Engineering and Design.
- Partner closely with Developers, QA, and UX Designers to ensure successful and timely releases.
- Evangelize the use of AI, automation, and data in designing intelligent products; guide the integration of LLM-powered tools and prompt engineering techniques.
- Develop go-to-market strategies and partner with Program Management, training teams to ensure successful rollouts.
- Create feedback loops with users and stakeholders to continuously optimize product features, performance, and engagement.
- Own and drive reporting on KPIs, product performance, adoption, and customer satisfaction to key stakeholders and executive leadership.
- Represent production cross-functional forums; serve as a key voice in product planning and enterprise transformation.
As a Product Management Associate, You Need…
- 4–6 years of experience in product management, preferably in B2B SaaS or internal platform development.
- Proven ability to independently manage and deliver product features from concept to launch.
- Strong understanding of Agile methodologies and experience working with cross-functional teams.
- Strong analytical and problem-solving skills; ability to interpret data to inform decisions.
- Excellent written and verbal communication skills.
- Comfortable translating abstract ideas into detailed user stories and product specifications..
- Familiarity with product management tools such as Jira, Confluence, Figma, Miro, Lucid app, Monday, and Notion.
- Experience working with AI tools and/or knowledge of prompt engineering is a plus.
- Experience in the contact center ecosystem would be a plus.
