Product Manager - Live Desk

Job description

# About the Role We are looking for a Product Manager to lead the team responsible for the Live Desk and Analytics products within the [VTEX CX Platform](https://www.vtex.com/pt-br/products/cx_platform/). This is a high-ownership role: you own the product and the team that builds it. You choose which customer problems are worth solving, decide what to build and in what order, and answer for whether what we ship truly changes our customers' lives, as well as for how it performs in production **("you build it, you run it").** You will lead a multidisciplinary team alongside a Product Designer and an Engineering Manager, forming a product trio. You define what we build and why; engineering decides how. We are looking for someone who bases decisions on evidence from customers and data, makes focused bets with limited resources, and brings people along, whether teammates, stakeholders or customers. **AI is part of how we work and part of what we build:** you will use it to prototype, document and move faster, and to shape products for a customer experience increasingly driven by AI agents. # Key Responsabilities - **Own product outcomes.** Define, with the Head of CX Product & Engineering, the customer-behavior metrics your team can move and that support VTEX CX's business results. Track them and report how they evolve. - **Run continuous discovery.** Talk to customers on an ongoing basis, keep a living map of opportunities and explore the solution space with your trio. Test the riskiest assumptions before building, using AI-powered prototyping to learn fast. - **Take features from idea to launch.** Guide each feature through a clear path: a written product proposal, a prototype, a product spec, alignment with stakeholders, QA and go-to-market with Product Marketing. Keep the status of every feature visible and up to date. - **Set priorities and keep the product healthy**. Define priorities and delivery commitments together with the Engineering Manager. The health of the product in production (incidents, reliability and technical debt) is part of your results and of your prioritization. The Engineering Manager leads the response when incidents happen. - **Be the voice of the team.** Represent the team to customers, Customer Success, Sales and leadership. Anticipate dependencies, communicate progress and risks, and reset expectations when needed. - **Lead the team.** Lead the product trio (Product Manager, Product Designer and Engineering Manager) and the team: a clear mission, difficult decisions made and recorded in writing, conflicts resolved, and direct feedback to the Engineering Manager and the Product Designer. # Who you are - 2-3+ years of experience in digital product roles, such as Product Manager, Technical Product Manager, Product Owner or similar positions embedded in software product teams. - Experience managing or leading people, whether as a direct manager, a squad or team lead, or by guiding cross-functional teams without formal authority. - Solid business knowledge of retail and e-commerce customer service, gained either by **building customer service products (e.g., help desk, chat, conversational or contact center tools) or by managing service operations in retail/e-commerce companies.** - Acts like an owner: you define your own work, answer for results and find a way forward when people, time or direction are missing. - Solid product management knowledge: you run product discovery and make evidence-based decisions using metrics, customer conversations and early, low-cost tests, and you define product vision and strategy and turn them into an executable roadmap, with autonomy. - Really fluent in AI: you orchestrate agents, breaking problems down, delegating to AI systems and combining their outputs to multiply your productivity. - A strong communicator who simplifies complex topics into clear narratives and brings teams, stakeholders and customers along with you. --- # About VTEX VTEX is a global commerce platform that helps brands and retailers grow. Our CX Platform combines customer service and conversational commerce, enabling merchants to connect with customers throughout their buying journey via AI agents. ## Benefits - Health, dental, and life insurance with national coverage provided by VTEX; - Language development incentive program (English, Spanish, Portuguese); - Flexible meal allowance; - Extended parental leaves; - Flexible work schedule and remote-first culture; - Financial assistance to build your work-from-home setup; - Wellness program;