Product Manager
About the role
The Product Manager owns the end-to-end lifecycle of new and existing digital applications, ensuring they solve real user problems and support business growth. This role combines product management with customer experience research, conducting market and usability research and developing adoption strategies to support successful product launches and long term user retention.
What you'll do
- Own and define product features and roadmap, ensuring alignment with business goals and the customer journey.
- Design and execute market research and competitive analysis to identify market gaps, user personas, and emerging customer needs.
- Conduct customer discovery, user interviews, and usability testing to identify friction
- points and validate prototypes before development.
- Develop onboarding flows and adoption strategies to support user acquisition and product adoption.
- Partner with Engineering, UX/UI Designers, Customer Success, and Marketing to translate customer insights into feature specifications (PRDs) and user stories.
- Lead the creation and maintenance of product documentation, including feature specifications, release notes, and SOPs for internal teams.
- Define, track, and analyze key product metrics (e.g., CAC, LTV, churn, DAU/MAU, NPS) to inform feature iteration.
- Partner with customer-facing teams to deliver product enablement training, ensuring support staff are aligned with the customer journey.
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Continuously improve knowledge of product management methodologies, customer experience research, and industry best practices through training and learning initiatives
- Collaborate with other departments as needed
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Perform other duties as assigned
Requirements
- Minimum of three (3) years of experience in product management, preferably owning digital products, mobile/web applications, or SaaS solutions.
- Hands-on experience conducting qualitative user research (e.g., usability testing, customer interviews) and quantitative analysis.
- Experience applying testing and optimization frameworks (e.g., A/B testing, funnel analysis, onboarding flow design) to improve product adoption.
- Experience with product analytics platforms (e.g., Firebase, Amplitude, Hotjar, GA4) and agile project management tools (e.g., Jira, ClickUp).
- Outstanding communication skills, with the ability to translate user feedback into clear technical requirements.
About Supportninja
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing cutting-edge technology, and challenging the status quo. We change the game by prioritizing fun in our workplace. By joining our team, you'll have the opportunity to serve world-class customers through various channels while also working in our growth centric and fun-forward culture.
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