Product Manager – Customer Engagement, Education

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 judgement 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).