Product Manager

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• Employment Type: Full-time
• Melbourne-based, Remote and Full-time‍
• Role: Product Manager

About Operata

Operata is the CX Observability platform for the AI-enabled contact center. In a fractured landscape of CCaaS platforms, Voice AI agents, and BPOs, Operata shines a light into the real-time customer experience by harmonizing technical, operational, and experience data into a clear map for IT and Operations teams. Headquartered in Denver, Colorado and Melbourne, Australia.

Bringing Observability to Customer Experience

Operating a consistently high-performing cloud contact center is now a mission-critical requirement for modern enterprises. Yet the technical complexity and fragmentation of today's digital customer experience create significant challenges for contact center operations and IT teams.

From network, browser, and headset failures to BPO performance issues and opaque AI systems, countless factors degrade customer interactions—many of which sit outside the visibility and control of even the most experienced teams.

As the world's first CX observability platform, Operata brings clarity to this complexity. By unifying technical, operational, and experience data across fragmented but interconnected systems, Operata exposes patterns that allow enterprises to diagnose issues faster, resolve them more effectively, and proactively improve every customer interaction in real time.

Often described as the "Datadog for Contact Centers," Operata enables enterprises to move from reactive firefighting to proactive CX optimisation.

Our vision is to put "people experience" at the heart of communications.

With Operata, enterprises gain the insight, intelligence, and control needed to operate resilient, high-performing contact centers and deliver truly connected customer experiences at scale.

About Operata

Operata is building the world’s first CX Observability platform for AI-enabled customer experiences. Our platform is designed to measure, optimize and maintain the performance of complex contact center environments across CCaaS platforms, Voice AI, AI agents and BPOs. By bringing together technical, operational and experience data, Operata helps enterprises identify issues faster, improve reliability and deliver better customer and agent experiences.

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About the role

We’re seeking a passionate and highly motivated Product Manager to deliver on our product strategy and help shape the growing CX observability space. This role sits at the intersection of AI, observability data, and the workflows of the people who keep contact centers running.

Our team is building the AI layer in Operata that helps customers investigate problems, understand what's happening, and fix it. Think of it as an SRE for CX, it explains logs, diagnoses calls, surfaces what to do next, and puts our domain knowledge directly into the product.

As a data start-up, this role demands a blend of technical expertise, product know-how, and a passion for discovery and experimentation.

Reporting to the CPO, you’ll be working with a highly-skilled team of designers, developers and data experts to solve customer problems and level-up our platform.

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How you will make an impact

• Drive the product lifecycle for our AI products end-to-end, from discovery through to delivery.
• Deliver the roadmap for AI capabilities across the platform: explaining data, running investigations, recommending fixes, and surfacing runbooks.
• Figure out where AI adds real value versus noise. Not every interface needs it, and your objective is to find the ones where it changes the outcome for customers.
• Work closely with customers to understand how they investigate and resolve issues today, and shape our AI products around those workflows.
• Define how investigations are shared and saved across teams. Our AI product isn't just for the person running the investigation, it's also for the team supporting them.
• Move fast and validate through experimentation. Use insights from user research, customer data, and usage patterns to guide your decisions.
• Define and track metrics that tell us whether our AI products are actually helping customers resolve problems faster.

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Qualifications

• 3+ years of Product Management experience in a SaaS or enterprise software environment, with at least 2 years in a technical product role. 
• Bachelor’s degree in Engineering, Computer Science, Business (or a related field).
• Strong technical background or demonstrated ability to work with technical products and engineering teams (e.g; APIs, integrations, cloud infrastructure).
• Experience with AI/ML products. You've shipped something that uses AI to solve a real problem, not just bolted it on. You understand what LLMs are good at and where they fall apart.
• Experience working in a startup or high-growth environment, ideally with enterprise customers.
• Proven track record of building and launching products with design and engineering teams.
• Bonus: familiarity with observability, monitoring, or contact center technology (voice, SIP, WebRTC).

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What you’ll bring to the role

• An entrepreneurial mindset that is action-oriented, and outcome-driven.
• A track record of being customer obsessed and data-driven in your approach to decision-making and planning.
• You’re comfortable with ambiguity — you can tackle big or complex problems by thinking critically about the status quo, asking the right questions, and backing up your assertions with customer insights, reasoning and data.
• You’re a natural collaborator and communicator who aligns stakeholders, from founders and executives to juniors, around a shared product vision.
• You thrive in highly collaborative environments, demonstrating clear decision making and good trade-offs in complex situations comprising multiple opinions, needs, teams, technologies, and settings.
• You exemplify high accountability, integrity, and resilience to maintain focus on both big-picture goals and milestones to get there.

Additional Information

At Operata, we embrace inclusion and embrace diversity.  We believe in work / life balance and bringing our true selves to work.  To that end, we offer best-in-class flexibility that support our Operatas along their career journey with us. For us, better connection is something we live - with our people, customers, partners and our team. Read more about our culture and values  at operata.com/story

Operata is an equal opportunity employer and makes employment decisions on the basis of merit.  Operata prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. 

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