Head of Product

HEAD OF PRODUCT
Strategic + hands-on leadership of our full AI & BI product portfolio

• →Own product revenue outcomes—driving both new revenue acquisition and client retention through product value delivery.
• →Define and pursue ARR targets tied to product launches, feature adoption, and upsell opportunities across the MSP client base.
• →Partner with Sales and Marketing to align product positioning, packaging, and pricing with revenue goals.
• →Identify expansion opportunities within the existing client base by deepening product adoption and launching complementary features.

🗺️ Product Strategy & Roadmap

• →Define and own the product roadmap across all product lines: BI Dashboards, Micro Training Bots, Next Ticket, Integrations, Featured Apps, and AI-powered apps.
• →Balance short-term commercial priorities (live products, alpha launches) with long-term strategic bets (future AI initiatives).
• →Make clear prioritization calls across a mixed portfolio—production support, active launches, and future development—ensuring the team is focused on the highest-impact work.

⚙️ Product Process — Build & Refine

• →Architect and implement a scalable product development and implementation process, from discovery and scoping through QA, release, and post-launch review.
• →Establish frameworks for MVP definition, alpha/beta launch management, client feedback loops, and iteration cycles.
• →Ensure the product team operates with clarity, velocity, and consistency across all stages of the product lifecycle.

👥 Team Leadership

• →Lead, coach, and grow a product team of PMs and BAs, setting clear expectations, priorities, and performance standards.
• →Foster a culture of ownership, client-centricity, and data-driven decision-making within the product org.
• →Serve as the connective tissue between Engineering, Data Science, Design, Sales, and Marketing.

• Drive the development, alpha launch, and scaling of AI-powered products, including ticket triage, ticket QA, and sentiment analysis.
• Support ongoing AI projects and future AI initiatives, ensuring they are built with clear use cases, success metrics, and a path to revenue.
• Stay current on AI/ML trends, GenAI capabilities, and the competitive landscape to inform product direction.

🤝 Client-Centric Execution

• Engage directly with MSP clients to validate product value, gather requirements, and close feedback loops.
• Ensure all products—especially new AI launches—deliver measurable, demonstrable value that justifies adoption and renewal.
• Oversee documentation, onboarding materials, and training support to enable client success at scale.

📊 Performance & Reporting

• Define KPIs for each product line tied to revenue, adoption, retention, and client satisfaction.
• Report product performance regularly to the CEO with clear insights, risks, and recommendations.
• Use data to drive prioritization decisions and communicate tradeoffs with confidence.

• 5+ years of product management experience, with at least 1–2 years in a product leadership or senior PM role.
• Demonstrated success taking AI/ML or GenAI-powered products from concept through launch and commercial scale.
• Strong track record of contributing to revenue growth through products—whether through new launches, upselling, or retention.
• Experience building or significantly improving product development processes in a scaling environment.
• Strong technical acumen—comfortable working closely with engineering and data science teams.
• Excellent communication and stakeholder management skills, with the ability to align cross-functional teams across the US, China, and the Philippines.
• Analytical mindset with a data-driven approach to decision-making and prioritization.
• Proven ability to manage a mixed portfolio—balancing live products, active launches, and future-state planning simultaneously.
• Experience working in agile environments with multiple competing priorities.