Outreach22d ago

Product Manager, Support Tooling - Prague, Czechia

Czechia·PragueFull-Timemid

Product ManagementProduct Manager

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Quick Summary

Requirements Summary

requirements, scoping, trade-offs, rollout planning, and measurement. Collaborate closely with Engineering to ensure solutions are technically sound, scalable, and maintainable.

Technical Tools

Product ManagementProduct Manager

About Outreach

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.

About the Role

~1 min read

We’re looking for a Product Manager to help define and drive the roadmap and delivery of internal support tooling that improves efficiency, quality, and scalability across our customer support organization.

This role blends product knowledge, systems thinking, and applied AI to deliver solutions that meaningfully improve agent productivity and customer experience. You’ll work closely with Support, Engineering, Data, Operations and GTM partners to identify problems, define solutions, and drive execution while ensuring we’re building the right tools, with clear customer and business outcomes, and iterating based on impact.

This role requires comfort operating in ambiguity, strong technical fluency, and the ability to translate operational pain points into scalable, well-defined product capabilities.

While we are remote-friendly, we remain an "office-centric" company. This role is categorized as hybrid and it is expected you live in a reasonable proximity to the office in Prague so you would be able to connect with your team on weekly regular basis, attend in-person meetings and company events.

#LI-RG1

The offer is contingent upon successfully passing the background screening process.

Execute on the roadmap for support tooling. Help shape the internal tools that power support workflows, automation, reporting, and AI-assisted experiences. Balance short-term operational wins with longer term tooling investments. Collaborate with Support, Engineering, Data, and Product leadership to align priorities

Drive discovery and turn insights into clear product direction. Partner with support teams to deeply understand workflows, pain points, and success criteria. Use support, product, and operational data to identify opportunities, validate hypotheses, and guide prioritization. Translate insights into clear problem statements, product requirements, and success metrics

Lead end-to-end feature delivery. Own feature execution from concept through launch and iteration: requirements, scoping, trade-offs, rollout planning, and measurement. Collaborate closely with Engineering to ensure solutions are technically sound, scalable, and maintainable. Validate end-to-end workflows, integrations, and system behaviors across staging and production

Build scalable, integrated systems. Partner with Engineering to design solutions that integrate across support platforms (e.g., Zendesk, Freshdesk, Salesforce, internal tooling). Apply systems thinking to understand upstream and downstream impacts, prevent regressions, and ensure reliability. Work with Engineering on instrumentation, telemetry, and logging to ensure tools generate high-quality insights

Enable AI-powered support experiences. Identify and prioritize opportunities where AI can meaningfully improve support efficiency and quality. Partner with Data Science and Engineering on data readiness, model integration, evaluation, and guardrails. Ensure responsible AI principles - privacy, safety, compliance - are considered in product decisions

Measure impact and drive iteration. Define and track success metrics tied to agent productivity, customer outcomes, operational efficiency, and business impact. Monitor adoption and performance, gather feedback, and iterate to improve effectiveness over time. Communicate outcomes clearly to stakeholders

4+ years of product management experience, ideally building internal or platform tooling that supports operational teams (e.g., support, sales, or services) in B2B or enterprise settings

Experience driving feature/product delivery - from discovery and prioritization through release and iteration

Strong technical aptitude, with the ability to engage effectively with Engineering on system design, integrations, APIs, and trade-offs

Familiarity working with support tooling and workflows (e.g., Zendesk, Freshdesk, Salesforce, JIRA, reporting tools)

Experience shipping AI- or data-powered features or demonstrated fluency in understanding modern AI concepts and best practices

Clear understanding of enterprise requirements including reliability, security, privacy, and compliance

Strong analytical skills and comfort using data to guide decisions, trade-offs, and prioritization

Ability to translate complex systems into intuitive, usable experiences for non-technical users

Excellent cross-functional communication skills, with experience influencing Engineering, Operations, and key stakeholders

Customer-first mindset and empathy for support agents - balancing efficiency gains with human-centered design

Comfort operating in fast-paced, ambiguous environments and making sound, timely decisions

You embody our core values: we are trusted advisors, we win as one team and we take ownership

Why You’ll Love It Here

● Amazing working space with a running track on its roof

● Flexible time off, 5 weeks of vacation, and 5 annual sick days

● 4% employer supplemental pension monthly contribution

● Private medical care for employee and spouse with Program Health Plus

● Life insurance at 2x annual salary

● 5.000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses

● 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave

● Opportunity to be part of company success via the RSU program

● Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military

● Employee referral bonuses to encourage the addition of great new people to the team

● Fun company and team outings because we play just as hard as we work

Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.