Product Manager

Posted Aug 9

Product Managers are responsible for definition, prioritization, and management of the product backlog and roadmap. To accomplish this, they collect feedback from all stakeholders, work to define requirements and features, and work with the development teams to estimate and schedule the work.

For products assigned to them, the Product Managers will also create use case and product requirement documentation that will outline feature requests prior to development (why is the feature needed, who needs it, how do we measure success). Product Managers own this documentation from creation, to working with stakeholders and executives for approval, to working with other teams to validate the product delivers the expected results; they will also own the change log to these documents.

This position requires participation in the four step release process, assuring that processes are in place, deadlines and quality standards are met, risks identified and mitigated, and professional communications are maintained on a regular schedule to internal and external stakeholders.

As one of the primary customer-facing contacts, the Product Manager bears a significant responsibility to ensure a positive client experience through delivering a desirable product.

Responsibilities will include, but are not limited to:

Pre-Implementation Planning

Perform extensive product discovery with a variety of customers (end users, dealers, and internal) to determine what the core customer centric sellable product looks like.

Owns all feedback documentation and reporting back to stakeholders for product roadmapping and process creation.

Creation of use cases and solid requirement documentation that will be used by development as well as teams who will use them to validate the delivered product. Participate in product planning and status meetings.

Creating and maintaining process documentation for customer feedback in all phases of product release.

Maintain feature parity documentation.

Release Process Validation

Work with implementation teams to validate the delivered product.

Assist with reporting, documenting, and communicating defects and problems with development and product stakeholders.

May help to evaluate and solicit sites that are best suited for participating in beta or early access programs.

Assist with or lead Product Panel Advisory meetings and document all feedback and requests.

Assist in validating documentation/training materials.

Work with Project Management to help to maintain release schedules, mitigate and document risks.

Client Communication

Working closely with clients to obtain customer feedback, in all release phases, and seeing it through to communicating status or resolution back to clients.

Coordinate between customer, dealer, and implementation teams to board beta sites, monitor, and collect feedback.

May assist with troubleshooting and escalating defects reported from customers; seeing escalations through to completion.

Monitor and coordinate feedback through the Feature Request process.

Stakeholder Communication

Communicating with development teams regarding feature prioritization, and/or use case and product requirements.

Escalating and tracking defect issues through to resolution when it is related to direct customer feedback.

Regular communication with internal stakeholders of gaps that exist between the existing product and client expectations.

Job Details:


Act primary contact with end users to discover product requirements and desired features.

Work with internal teams, to communicate product requirements and monitor tasks.

Excellent written and verbal communication skills necessary.

Some travel for training, or product collaboration may be necessary.

Familiarity with project management software, such as Aha and/or Jira.

Project participation in all phases, but focusing on customer facing tasks.

Take initiative to recommend process improvements and demonstrate creative thinking.

Help to ensure high quality deliverables and a positive customer experience.

Ability to do high-level troubleshooting, document and communicate issues; translate customer issues into specifications.

Documentation and training skills.

Time management, ability to multitask, and propensity to handle urgent interrupts with poise and professionalism

Bachelor’s degree or equivalent work experience.

Some customer service experiences are preferred.

2-4 years’ experience managing customer relationships.


Oklahoma - Remote

New York - Remote

Indiana - Remote

Misc Info For This Position:

Remote Mix: 100% Remote

Position Level: Manager

Job Type: Full-Time

Regional Restrictions: USA Only

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Heartland Payment Systems

United States


Job Info:
100% Remote

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