Product Manager

Ready to drive successful product delivery and maximize value for LeadDesk's customers?

Nice to meet you I'm Laura from the Talent team at LeadDesk. Together with Stefano, our Head of Product, we're expanding the Product team.

Role Overview:

We are looking for a Business-Savvy AI Product Manager to join the LeadDesk Product Team in Helsinki. This role will be responsible for managing AI-driven enablers for our CCaaS (Contact Center as a Service) solutions and ultimately ensure the financial success of our AI products.

The ideal candidate will focus on building products that leverage AI capabilities to enhance customer outcomes and drive business growth and revenue.

Key Responsibilities:

1. Ensuring financial success of the AI products:
   Making sure that our AI products generate revenue and that they help increase the value of all the other products that they enhance.
2. Product Roadmap Ownership:
   Define, manage, and communicate the AI product roadmap, ensuring alignment with company goals and customer needs. Break down high-level business requirements into detailed product features that drive AI-based innovations.
3. Sales and Customer Focus:
   Work closely with Sales and Customer Success teams to promote new and existing AI features internally and externally. Participate in customer and sales meetings as a senior AI product expert to explain the value of LeadDesk AI offering, collect feedback, identify pain points, and ensure AI solutions achieve product-market fit.
4. Go-To-Market Support:
   Collaborate with Marketing to successfully launch AI-driven products, ensuring clear messaging, pricing, positioning, and product differentiation.
5. Engineering Partnership:
   Partner with the Engineering team to define AI-related product requirements and ensure timely releases. Align technical and business perspectives to maximize product success.
6. Data-Driven Decision Making:
   Analyze market trends, customer data, and competitive insights to make informed decisions on AI product development and strategy.
7. Stakeholder Communication:
   Communicate AI product strategy, priorities, and updates to internal stakeholders clearly and effectively. Acting as a team lead for two AI team members, contributing to a positive team culture (no direct managerial responsibilities). You'll report directly to the Head of Product.

Qualifications:

• Proven track record of successfully launching and managing AI and/or technology-driven products.
• Experience working with Engineering teams to detail and prioritize the most value making features.
• Experience working with Sales, Customer Success, and Marketing teams to drive product adoption and gather feedback.
• Ability to translate complex customer insights into actionable product improvements.
• Excellent project management, negotiation, and communication skills.
• Knowledge of data analytics, AI algorithms, and their application in business settings.
• Experience working in an agile development environment is a plus.
• Previous experience in sales or other customer-facing roles is considered a plus.

Key competencies:

• Data-driven decision-making.
• Strong communication, presenting and negotiation skills.
• Deep understanding of AI technologies and their application in customer service and sales environments.
• Ability to challenge assumptions and prioritize core product initiatives.

Must-haves:

• Passionate about leveraging AI to solve real-world customer problems.
• Possibility to work from the Helsinki HQ office 3 days a week.
• Understanding of B2B SaaS products and experience in software development processes.
• Strong analytical skills and the ability to make data-driven product decisions.
• Good communication and negotiation skills, with the ability to manage cross-functional relationships.
• Excited to work closely with sales and customers to support new sales and understanding customer needs.
• Ability to break down complex needs into smaller, actionable initiatives.
• Fluency in English.
• Previous experience as a Product Manager (min. 3-5 years) in the CCaaS, SaaS, or related technology sectors.

Nice-to-haves:

• Knowledge of AI/ML product development or applications.
• Previous roles such as Product Owner, Technical Project Manager, Technical Sales Manager, Customer Success Manager, Business Analyst, Solutions Architect/Consultant, Engineering Manager, or Lead Developer are also considered good.
• Past experience in sales or similar roles can be an additional skill.
• Experience in giving keynote presentations is not bad.

What success looks like in this role:

First 2 months:
Gain a comprehensive understanding of the AI enabler product features, functionalities, and user experience and how they create additional value in the LeadDesk product suite. Understanding pricing and positioning of AI products as well as main customer needs with regular involvement in sales processes.

First 3 months:
Build strong relationships with key stakeholders across departments, including R&D, Marketing, Sales, and Customer Care.

First 6 months:
Develop and articulate a clear AI product strategy that aligns with company goals and addresses user needs.

First 6-12 months:
Establish yourself as a key decision-maker within the product team, influencing product direction and prioritization effectively. Establish yourself as the go-to-person for AI evangelizing in the CCaaS product space. Establish yourself as the key person supporting pre-sales activities with the Sales department.

Challenges and opportunities:

• Ability to understand what the customer is trying to solve, not just their feature requests.
• Ability to translate capabilities and features into understandable value in internal and external communication.
• Support the development of future AI solutions for SMEs and Enterprises.
• This is a pivotal role that will significantly influence the strategic direction of LeadDesk's AI product offerings. You will play a key role in delivering complex products more systematically, faster, and with greater impact.
• You'll be at the forefront of AI product development, working closely with cross-functional teams to ensure alignment with our strategic vision.
• Opportunity to enhance your product management skills and advance your career in a dynamic and fast-paced environment.
• Flexible office hours and a hybrid work model: Enjoy a mix of remote and onsite work (3 days a week) at our Helsinki HQ office.
• Join a publicly listed SaaS company that develops its own technology and is committed to innovation.
• Experience a truly international work environment, collaborating with talented colleagues from 27 nationalities across 8 countries in a multicultural and diverse setting.

Practicalities:

• Your location: Helsinki
• Work permit in Finland is required.
• Start date: As soon as possible.
• Work model: Hybrid.
• Employment: Full-time and permanent.

What's next:

We can't wait to meet you We are actively reviewing applications on a rolling basis—apply today or latest on April 5th.

For more information, please reach out to Laura from the Talent team by email: laura.honkanen (at) leaddesk.com.

LeadDesk briefly:

At LeadDesk, our purpose is to simplify human connections between organizations and people across Europe. Every year, our AI-powered platform connects more than 500 million customers with call center agents.

When it comes to our employees, we believe that each of us is a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive) ownership from day 1.

We welcome people from all backgrounds and walks of life, which is reflected in our diverse community of Leaders. As an employer, we're committed to providing equal opportunity for all employees and applicants.