Points North

Product Manager

• Influence Product Strategy and Decisions: Own product direction and day-to-day product decisions for core platform capabilities in alignment with our overall company objectives.
• Define measurable outcomes and priorities that balance stability and retention, customer value, and modernization.
• Partner with Engineering on the overall product roadmap with a focus on determining what will deliver the most value to our clients and our business.
• Be a Hands-On Executor: Write epics, user stories, and detailed acceptance criteria that engineers and QA can build and test against with confidence.
• Conduct discovery and user research: customer interviews, workflow mapping, pain point validation, and value testing.
• Maintain an organized product ticket backlog for our client-facing teams, while prioritizing the development backlog, refining continuously in partnership with Engineering and ensuring work is ready for development.
• Triage defects and production issues in partnership with Implementation, Client Support and Engineering. Prioritize fixes based on customer impact, risk, and business outcomes.
• Participate in our Agile product development process.
• Stabilize and Evolve a Critical, Complex Platform: Drive improvements in reliability, performance, accuracy, and usability across complex payroll/compliance workflows.
• Ensure changes preserve the trust we have with our clients by considering and mitigating impacts to their existing workflows.
• Enable Customer Facing Teams Through Product Improvements: Partner with Support and Implementation to reduce friction, improve tooling, and increase effectiveness with clear, measurable outcomes.
• Use data and feedback loops (support trends, customer escalations, implementation insights, adoption signals) to target improvements that move retention.
• Lead Integration Related Product Work: Own requirements, documentation and outcomes for integrations with our partners. Translate integration needs into clear product workflows, API requirements, data mapping expectations, and operational support considerations.
• Communicate Releases and Drive Readiness: Coordinate and deliver release communications (what changed, who it impacts, why it matters, how to use it). Partner with Marketing on positioning/enablement, while personally owning release comms and internal readiness.

Senior Product Owner