Product Manager

eDesk is seeking a Product Manager to lead AI-powered customer support initiatives, focusing on automation, AI integration, and enhancing customer experience in a SaaS environment.

Location: Dublin

Responsibilities

• Drive AI-powered innovation – Identify and shape opportunities for AI to increase automation, efficiency, and customer success.
• Own the roadmap & execution – Define product priorities, set clear goals, and deliver impactful outcomes in a given quarter.
• Be data-centric – Analyze product usage, customer feedback, and performance metrics to inform decisions and measure success.
• Shape product work effectively – Work closely with design and engineering teams to develop intuitive, scalable, and high-quality solutions.
• Understand the customer deeply – Engage with users to understand pain points, improve workflows, and ensure AI enhances—not hinders—their experience.
• Balance AI and automation thoughtfully – Ensure that AI-driven features enhance, rather than complicate, the support experience.
• Collaborate cross-functionally – Partner with commercial, success, and engineering teams to ensure alignment on goals and execution.

Requirements

• 8+ years proven experience in product management, ideally in SaaS, customer support, or AI-driven products.
• Strong product thinking and design sense – Ability to shape product work that is intuitive, scalable, and delivers meaningful customer value.
• Outcome-oriented mindset – Focus on delivering measurable impact rather than just shipping features.
• Data-driven decision-making – Comfort in analyzing data, running experiments, and iterating based on results.
• Customer-savvy – Ability to understand customer needs and translate them into effective product solutions.
• Domain knowledge in AI & LLMs 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.