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Software Product Manager

CallMiner · Mar 10th 2020

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Product Management

Burlington, MA, USA

Full Time

CallMiner empowers organizations of any size to extract and act on intelligence from customer interactions and feedback, including live and recorded calls, chat, email, social platforms and surveys, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018.

At CallMiner, we hire great people and challenge them every day. CallMiner team members are passionate about delivering innovative technology solutions and industry-leading customer success. Core to our culture is the power of feedback which we leverage to improve our own organization every day in every way. To hear more about what it's like to work at CallMiner, watch our video at

CallMiner is looking for a Product Manager with interactive web application or SaaS product management experience to help us to continue to evolve our market leading customer interaction analytics solutions. Customer interaction analytics or the analysis of both written and verbal conversations between businesses and their customers, is one of the hottest offerings in contact center and customer experience management technology. CallMiner has been a pioneer and leader in this industry since its inception, and continues to deliver the most innovative and intuitive products to market. Watch this video for an overview of what we do:

Through interviews and observation, you will gain an intimate understanding of processes, workflows, objectives, and challenges facing a variety of user types and from this build and prioritize a backlog of industry leading enhancements. You will create wireframes and work with the UI design team to communicate new product capabilities to developers, executives, and beta customers for rapid feedback, iteration, and implementation. You will leverage agile approaches and work collaboratively with developers to break the backlog into stories with clearly articulated acceptance criteria, which are then delivered to efficiently and effectively to the market, ahead of our competition. The Product Manager will manage the entire product lifecycle from kickoff, to launch, leveraging his or her strong communication skills to educate, enroll and evangelize new releases across the entire organization and to the use community.

This position can be remote or located in Waltham, MA or Fort Myers, FL.

Primary responsibilities include:

Conducting voice of customer research interacting with the user group, customers, and non-customers

Identifying/documenting market problems and requirements to solve those problems

Using pragmatic methods to prioritize the product backlog, and communicate those priorities across the organization

Detailing epics and breaking down stories such that they are development ready

Creating wireframes and delivering UI mockups in collaboration with design

Managing planning sprints, and sprint review meetings

Attending daily standups, review implemented features, providing developer feedback

Managing the entire product lifecycle including product launch with support of product marketing

Conducting market, industry, and competitive analysis


3+ years experience in product management

Experience with the development of platform API

Experience in contact center, speech analytics, or business analytics software preferred

Experience in pragmatic collection and prioritization of product feature requirements

Experience with SCRUM, Kanban or other agile frameworks

Strong communication and presentation skills

Proven portfolio of successful product releases as a product manager

Strong understanding of web, platform API, and database technologies

Strong understanding of platform based SaaS applications

Undergrad in engineering, computer science, or similar technical degree Masters considered an asset

Experience in design of business intelligence, visualization/reporting tools, analytics tools, contact center, or search ap

plications are a definite asset


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