Edesk: Product Manager

<p> <strong>Headquarters:</strong> Dublin </p> <p>At eDesk, we’re transforming the way eCommerce businesses handle customer support. Our AI-powered, multi-channel helpdesk enables merchants to automate and streamline their customer interactions, making support faster, smarter, and more effective. As we continue to disrupt the industry with cutting-edge AI solutions, we’re looking for forward-thinking product managers to drive our vision forward.</p><p>We’re looking for a <strong>Product Manager&nbsp;</strong>to take ownership of key product initiatives, shaping the future of AI-powered customer service. In this role, you’ll be responsible for identifying high-impact opportunities, defining solutions, and delivering meaningful outcomes in a given quarter. You will work cross-functionally with engineering, design, and commercial teams to bring innovative AI-driven features to market while ensuring they solve real customer problems.</p>A key focus of this role will be embedding&nbsp;<strong>deeper AI agents</strong> into our product, increasing automation, and enhancing the level of autonomy in our support platform. You’ll play a critical role in evolving how AI operates within eDesk, improving accuracy, trust, and usability while balancing automation with human support.<br><br><span>YOUR ROLE AT EDESK</span><br><span><br></span><ul><li><p><strong>Drive AI-powered innovation</strong> – Identify and shape opportunities for AI to increase automation, efficiency, and customer success.</p></li><li><p><strong>Own the roadmap &amp; execution</strong> – Define product priorities, set clear goals, and deliver impactful outcomes in a given quarter.</p></li><li><p><strong>Be data-centric&nbsp;</strong>– Analyze product usage, customer feedback, and performance metrics to inform decisions and measure success.</p></li><li><p><strong>Shape product work effectively</strong> – Work closely with design and engineering teams to develop intuitive, scalable, and high-quality solutions.</p></li><li><p><strong>Understand the customer deeply</strong> – Engage with users to understand pain points, improve workflows, and ensure AI enhances—not hinders—their experience.</p></li><li><p><strong>Balance AI and automation thoughtfully</strong> – Ensure that AI-driven features enhance, rather than complicate, the support experience.</p></li><li><p><strong>Collaborate cross-functionally&nbsp;</strong>– Partner with commercial, success, and engineering teams to ensure alignment on goals and execution.</p></li></ul><ul><li><p><strong>8+ years proven experience in product management</strong>, ideally in SaaS, customer support, or AI-driven products.</p></li><li><p><strong>Strong product thinking and design sense&nbsp;</strong>– Ability to shape product work that is intuitive, scalable, and delivers meaningful customer value.</p></li><li><p><strong>Outcome-oriented mindset&nbsp;</strong>– Focus on delivering measurable impact rather than just shipping features.</p></li><li><p><strong>Data-driven decision-making</strong> – Comfort in analyzing data, running experiments, and iterating based on results.</p></li><li><p><strong>Customer-savvy&nbsp;</strong>– Ability to understand customer needs and translate them into effective product solutions.</p></li><li><p><strong>Domain knowledge in AI &amp; LLMs&nbsp;</strong>is a plus, but not a requirement – Familiarity with AI-driven automation and the evolving role of LLMs in customer support is beneficial but not a hard requirement. We value a strong product mindset over deep technical AI expertise.</p></li></ul> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/edesk-product-manager">https://weworkremotely.com/remote-jobs/edesk-product-manager</a></p>