Job Description

Upstream Works Software develops state of the art contact center software that allows our customers to provide excellent service in a fast-changing digital world. Our award-winning agent desktop provides agents with a set of tools that allows them to handle customer requests in any media, backed up by a system that integrates the business systems and AI applications they use into a seamless workflow.
We are looking for a Product Manager to join our team and help us to deliver our ground breaking products. In joining our growing team, you'll have the opportunity to tackle interesting and challenging problems facing a wide variety of contact center providers worldwide. In this role, you will bring creativity, communication skills, curiosity and most of all, a passion for delivering high quality product offerings.
What You'll Do:

• Define the vision and strategy for our products through deep collaboration with customers, channel partners, business stakeholders, technical partners, and the broader product team
• SWOT competitive analysis
• Outline and prioritize features and APIs within the product roadmap to maximize product value to our customer base
• Clearly communicating the business value of new features to all stakeholders
• Contribute your ideas and expertise to growing the Product team at Upstream Works

Our ideal Product Manager brings domain knowledge in enterprise software for the contact center industry to ensure the best possible experience for customers of the product. They must maintain a strong hands-on knowledge of product features and behaviours. The Product Manager is part of the Product team and reports to the VP, Engineering with dotted lines to the company executive.
Responsibilities:

• Develop a strong hands-on knowledge of the product suite and target market allowing you to make informed decisions
• Perform market research to identify product gaps and opportunities
• Perform competitive analysis in order to help keep our products relevant and make sure we are addressing industry trends
• Assist the Marketing team in understanding product features and capabilities so that they can develop material that positions us ahead of our competitors
• Make presentations to partners and customers presenting the product roadmap and new features
• Work constantly to communicate product knowledge to other members of the Upstream Works community
• Meet with stakeholders and customers to ensure that the product is delivering features and functionality that address critical business needs
• Participate in planning sessions to align the backlog with the strategic roadmap
• Maintain and manage processes to identify and track product enhancement requests in a transparent fashion
• Assist Product Documentation team
• Contribute your creativity and enthusiasm to continually improve our product and our brand

Required Skills:

• 5 years or more in the software industry
• 3 years or more experience as a Product Manager or Product Owner
• Expertise in contact center space or ability to demonstrate equivalent knowledge in enterprise systems and a demonstrated ability to learn quickly
• Ability to work well with technical individuals in teams and one on one
• Ability to understand and reconcile competing requirements in order to arrive at innovative decisions
• Strong communication skills and the ability to convert business needs into technical requirements and vice versa
• Strong organizational skills to manage release planning
• Flexibility in working with processes, including the ability to adapt and reinvent in order to overcome obstacles
• Strong computer skills including working with analysis, design and planning tools

Why work with us?We've been building Upstream Works steadily for the past 20 years, and we are moving full speed ahead.Upstream Works has been built on a solid foundation of truly invested leadership. We've formed great business partnerships and lasting friendships; together, this creates a culture of family and fun. Why is our culture so important to us? Because work and life intersect and we believe it's important to be happy and healthy in both! When we take time to have some fun as a company, we share that time with the families that support us day to day. We are a group of modest, dedicated, hard-working, close-knit people who enjoy holiday parties, family & friend picnics... oh, and axe throwing; sometimes we put dangerous weapons in the hands of our employees, and no one gets hurt!And because we are lean, everyone has the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company. Of course, we offer competitive compensation packages, including performance-based incentives and competitive benefits for full-time employees. Upstream Works is a hybrid workplace. You will work from our Woodbridge office and from home in accordance with our work from home policy._
Given the evolving COVID-19 situation and its impact on the way we work, Upstream Works is committed to taking every precaution reasonable in the circumstances to provide a healthy and safe environment for all staff members, contractors and visitors. We believe that each employee plays a vital role in preventing the spread of COVID-19 in the workplace. As such, Upstream Works requires all employees to receive the full dosage of a COVID-19 vaccine by December 15, 2021. Successful candidates will be asked to provide proof of their COVID-19 vaccination status. Information regarding all individual's vaccination status will only be collected, used, and disclosed exclusively to ensure a safe work environment. It will be stored in a secure location and protected and in accordance with our Privacy Policy and all applicable privacy legislation and regulations. This requirement is subject to the Ontario Human Rights Code or applicable human rights legislations in other Canadian provinces or countries in which Upstream Works operates. Accommodation will be provided to candidates who are legally entitled to accommodation under the human rights legislation such as the Ontario Human Rights Code and applicable human rights legislations in other Canadian provinces or countries in which Upstream works operates. We will continue to stay abreast of all requirements and follow all current Public Health guidelines to protect ourselves and others._B0K8JaUmbnJob Type: Full-time