Senior Product Manager, Messenger

About the role

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. The company's AI Agent Fin resolves complex customer issues end-to-end across every channel with minimal set-up and integration. Fin is designed to deliver impeccable, always-on customer support across the customer journey from service, to sales, to ecommerce. Founded in 2011, Fin remains one of the largest private software companies in the world with nearly 30,000 global businesses using its products to transform their customer support. This role owns the strategy, vision, and execution of the Messenger product, making it the most important channel for Fin. You will deeply understand customer problems through research, data, and direct customer interactions, then frame those problems for your cross-functional team. You will manage the product roadmap, collaborate with elite engineers and designers, leverage AI to accelerate development, and ensure every release delivers world-class software that touches millions of people every day.

Key facts

What you'll do

• Be the Product Manager for the Messenger, Fin's most important channel, defining its strategy and long-term vision.
• Conduct in-depth research using qualitative interviews and quantitative analysis to uncover customer problems and translate them into clear product requirements.
• Manage the end-to-end product roadmap for Messenger, defining what to build, when, and why while generating alignment and excitement across stakeholders.
• Partner closely with engineers and designers to imagine, prototype, build, and ship solutions ranging from bold future visions to small focused iterations.
• Leverage AI tools and techniques to increase your own efficiency, accelerate product development cycles, and amplify your team's impact.
• Establish and monitor quantitative and qualitative metrics to evaluate the impact of Messenger features during beta and post-launch.
• Own the quality and integrity of the Messenger product area, ensuring every release meets the highest standards of performance and reliability.
• Collaborate with cross-functional business teams to define and execute clear GTM strategies, taking hands-on action to ensure successful launches.
• Act as a visible leader who models Fin's company values and R&D principles, mentoring and inspiring the team.
• Identify opportunities to modernize the Messenger experience using AI-native approaches and emerging technologies.
• Translate complex technical constraints and capabilities into clear product decisions and trade-offs for stakeholders.
• Drive continuous discovery and experimentation to validate hypotheses and iterate based on real user behavior.
• Build strong relationships with customer-facing teams to incorporate feedback directly into the product roadmap.
• Maintain deep expertise in messaging platforms, customer engagement trends, and competitive landscapes.
• Ensure compliance and best practices for data privacy, security, and accessibility within the Messenger product.
• Document product decisions, roadmaps, and rationales to maintain transparency and enable organizational learning.
• Support product launches through training, internal communications, and alignment with sales and support teams.
• Explore adjacent opportunities to expand Messenger's role in the broader Fin ecosystem.
• Balance long-term strategic thinking with urgent operational needs to keep the product momentum.
• Represent the voice of the customer in all internal discussions to ensure product decisions are user-centric.

Requirements

• There is no minimum years of experience for this role; the company is interested in your impact, drive, and potential rather than tenure.
• You must demonstrate evidence of applying and growing the required skills through real-world outcomes.
• You must be able to independently understand, define, and articulate complex customer problems using data analysis and qualitative inputs.
• You must be skilled at defining a compelling roadmap for your area, communicating what, when, and why to generate excitement with customers and the team.
• You must exhibit excellent product judgment, balancing customer needs, business impact, and technical constraints.
• You must be able to deeply collaborate with engineering and design teams to ship effective solutions quickly.
• You must be capable of accelerating product development using AI tools and techniques.
• You must be comfortable engaging with modern tech stacks, including APIs, SaaS infrastructure, low-code tooling, and system architecture.
• You must be outcome-oriented, defining and sharing progress against customer and business impact for your product area or projects.
• You must be an excellent communicator with high ownership and the ability to influence and drive alignment across teams.
• You must have a strong sense of ownership for product quality and reliability.
• You must be fluent in interpreting and applying AI system capabilities and trade-offs in product decisions.
• You must respect data privacy, security, and accessibility standards in all product work.
• You must thrive in a fast-paced environment with ambiguous problems and shifting priorities.
• You must be willing to take calculated risks and learn from experiments.
• You must be comfortable working cross-functionally with sales, support, design, and engineering.
• You must be able to manage multiple priorities while maintaining attention to detail.

Practical notes

• Engagement details are outlined in the source under "See source" and should be confirmed during application.
• Hours, travel requirements, visa considerations, and application deadlines must be verified by reviewing the source documentation referenced as "See source."
• Only information explicitly stated in the source is included; no assumptions or invented details are presented.
• Candidates should review the original source for specific eligibility criteria, timelines, and conditions related to this role.