We are seeking a contractor Product Manager to help drive the continued evolution of an AI-powered internal IT help experience delivered through Slack and chat-based workflows. This role will own requirements, outcomes, rollout planning, measurement, and rapid iteration as the product becomes a primary front door for IT help.
This is a hands-on individual contributor role for a Product Manager who can embed quickly, operate independently, and partner closely with engineering, support operations, and business stakeholders in a fast-moving environment.
Enterprise experience strongly preferred.
QualificationsKey Responsibilities
- Own day-to-day product management, including framing, prioritization, requirements, acceptance criteria, and backlog management.
- Play a key product role in agile team ceremonies, including planning, refinement, standups, reviews, and retrospectives.
- Partner with engineering and support operations to improve troubleshooting, escalation, fulfillment, and response quality.
- Define, monitor, and interpret success metrics, then turn findings into roadmap and prioritization decisions.
- Drive UAT, rollout readiness, stakeholder updates, and rapid iteration.
- Prepare for and facilitate recurring product reviews with senior stakeholders.
- Strengthen the product feedback loop by turning user, support, and operational signals into prioritized improvements.
- Improve user journeys and service workflows through experimentation and iterative delivery.
Must-Have Skills
- 5+ years of product management experience.
- Ability to operate as an independent individual contributor and embed quickly with limited oversight.
- Strong product management experience owning roadmap, requirements, prioritization, and delivery.
- Experience with internal platforms, workflow products, service experiences, or AI-enabled products.
- Production ownership of an agentic product or AI-agent experience.
- Demonstrated effectiveness shaping and improving prompts.
- Strong understanding of agent workflows, prompt effectiveness, evaluation, tuning, and common quality and trust issues.
- Strong cross-functional experience with engineering and operations in ambiguous, fast-moving environments.
- High comfort with data analysis and metric development, including defining ambiguous measures and turning findings into action.
- High comfort leveraging AI tools to manage your own work more effectively.
- Experience improving user journeys or service workflows through experimentation and iterative delivery.
- Strong written and verbal communication skills, including executive-ready updates and stakeholder alignment.
Nice-to-Have Skills
- Experience with IT support, employee service, or internal help/productivity domains.
- Understanding of change management for adoption of new tools, workflows, or AI-enabled experiences.
- Familiarity with Salesforce Agentforce or similar agent platforms.
- Experience with multilingual or global rollout considerations.
- Experience setting up CSAT, observability, or closed-loop feedback systems.
- Experience partnering with Support Operations or Service Desk teams.
Additional InformationRequired Tools & Platforms
- Experience with Slack-based or chat-based product experiences.
- Experience with ticketing or service-management workflows such as Jira Service Management.
- Experience with analytics, reporting, and product performance data.
- Experience with AI-enabled products or knowledge-grounded experiences in production.
Location, Time & Engagement
- Contractor role.
- 40 hours per week.
- Remote role open to LATAM-based candidates.
- Must be able to support CST to EST business-hour alignment.
- Engagement expected through March 31, 2027.
Skills Required
- 5+ years of product management experience
- Ability to operate independently and embed quickly with limited oversight
- Proven experience owning roadmap, requirements, prioritization, and delivery
- Experience with internal platforms, workflow products, service experiences, or AI-enabled products
- Production ownership of an agentic product or AI-agent experience
- Demonstrated effectiveness shaping and improving prompts
- Strong understanding of agent workflows, prompt effectiveness, evaluation, tuning, and quality/trust issues
- Cross-functional experience with engineering and operations in ambiguous, fast-moving environments
- High comfort with data analysis and metric development; defining ambiguous measures and turning findings into action
- High comfort leveraging AI tools to manage work more effectively
- Experience improving user journeys or service workflows through experimentation and iterative delivery
- Strong written and verbal communication skills, including executive-ready updates and stakeholder alignment
- Experience with Slack-based or chat-based product experiences
- Experience with ticketing or service-management workflows such as Jira Service Management
- Experience with analytics, reporting, and product performance data
- Experience with AI-enabled products or knowledge-grounded experiences in production
- Experience with IT support, employee service, or internal help/productivity domains
- Understanding of change management for adoption of new tools, workflows, or AI-enabled experiences
- Familiarity with Salesforce Agentforce or similar agent platforms
- Experience with multilingual or global rollout considerations
- Experience setting up CSAT, observability, or closed-loop feedback systems
- Experience partnering with Support Operations or Service Desk teams
What We Do
Lifted, an Upwork Company, is a B2B SaaS platform that helps enterprise organizations source, contract, manage, and pay contingent talent globally and compliantly. It supports multiple engagement models, including independent contractors, staff augmentation, and employer-of-record, while integrating with MSPs and VMSs to provide centralized visibility, spend control, and audit-ready compliance, delivering a white-labeled talent experience for hiring managers and contingent workforce programs.
