Product Manager – Customer Engagement & Education

Job description

POSITION OVERVIEW Routeware’s Customer Engagement & Education product line is how municipalities turn waste and recycling policy into resident behavior. It’s the layer where a city’s collection program meets the household: the apps, calendars, sorting tools, notifications, and educational content that millions of residents actually use. Our customer is a municipal program manager; our user is a resident who just wants to know if Tuesday is a holiday and whether pizza boxes go in recycling. We’re hiring a Product Manager to help drive day-to-day execution on this product line. You’ll partner closely with the Director of Product and our senior PM in the space — taking on roadmap delivery, story writing, sprint execution, and validation work. Over time, as we unify teams and integrate further with the rest of the Routeware platform, your scope and ownership will grow. You’ll also work with a distributed engineering team that includes offshore developers, which means written clarity, detailed acceptance criteria, and async-friendly working habits matter. This is a meaningful seat for a PM with a few years under their belt who wants to ship product in a B2B2C SaaS environment with a real consumer-facing surface. It’s also a great place to apply AI to a real-world problem — both exploring opportunities and helping ship production features that improve recycling literacy, reduce contamination, and drive adoption. RESPONSIBILITIES Roadmap Execution & Delivery: Partner closely with the Director of Product and our senior PM to execute the product line roadmap. Own daily execution: discovery, story writing, sprint planning, acceptance criteria, and validation. Ship clean, on time, and with quality. Resident Experience Mindset: Bring a consumer-PM sensibility to your work — care about UX quality, engagement, friction, and behavior change. Help hold the line on the resident experience while delivering features the municipal buyer needs (configurability, reporting, compliance). Cross-Product Collaboration: Contribute to integration work between Customer Engagement and the broader Routeware platform. Partner with PMs on adjacent product lines as we work toward a more unified portfolio. Distributed Delivery & Engineering Partnership: Work effectively with a distributed engineering team that includes offshore developers. Write specs that don’t require a hallway conversation to interpret. Run sprint ceremonies in an async-friendly way. AI Feature Delivery: Help identify, scope, and ship AI-powered capabilities in the resident journey — smarter search, conversational sorting guidance, personalized education, contamination reduction. Launch & Adoption: Partner with Marketing, CS, and Support on go-to-market — release readiness, internal enablement, customer comms, and adoption tracking after launch. Voice of Customer & Measurement: Stay close to Support and Customer Success — triage escalations, feed real-world signal back into the roadmap, and track KPIs for your scope (adoption, engagement, education effectiveness). QUALIFICATIONS Required Background shipping consumer-facing or resident-facing product — not just internal B2B tooling. You understand engagement, retention, and how to design for a non-expert end user. 2–3+ years in Product Management or Product Ownership in SaaS, with progressive scope and ownership. Strong agile fluency: backlog management, story writing, sprint planning, prioritization frameworks. Experience working with distributed or offshore engineering teams — or strong evidence of the written clarity and async habits that make it work. Strong analytical instincts — comfortable with product analytics, experimentation, and metrics-driven prioritization. Familiarity with AI / LLM-powered product capabilities and the judgment to know where they add real value vs. where they’re overkill. Excellent communication and stakeholder management; able to translate between municipal customers, internal teams, and executives. Hands-on fluency with Jira, Confluence, and a product analytics tool (Pendo, Amplitude, Mixpanel, similar). Bonus Background in civic tech, B2B2C, waste/recycling, utilities, or other municipal-adjacent SaaS. Experience with behavior-change product design or educational/content-heavy product surfaces. Track record contributing to product integration or unification work across multiple product lines. Experience shipping AI features into a consumer-facing product. Familiarity with localization, accessibility, and multi-tenant product configurability. BENEFITS Comprehensive benefits (medical with HSA option, vision, dental, and life insurance) Paid parental leave Medical and Dependent FSA 401K match Unlimited PTO Ten company holidays 1 Volunteer day Summer Friday's Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. About Routeware, Inc. Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place. Based in Portland, Oregon, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative. Our Mission: Transform waste collection to drive a better future for generations to come. Our Values: Adaptability - The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead. Mission-driven - At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment. Human-first - While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers.