Product Manager – Customer Engagement, Education
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Job Description
Product Manager for Customer Engagement at Routeware focusing on resident behavior for waste management solutions. Collaborating with cross-functional teams to execute product roadmap and AI features.
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:
- Required 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).
Benefits:
- Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
- Paid parental leave
- Medical and Dependent FSA
- 401K match
- Unlimited PTO
- Ten company holidays
- 1 Volunteer day
- Summer Friday's
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