Product Manager

Permanent employee, Full-time · Dublin

Your mission

At eDesk, we’re transforming the way eCommerce businesses handle customer support. Our AI-powered, multi-channel helpdesk enables merchants to automate and streamline their customer interactions, making support faster, smarter, and more effective. As we continue to disrupt the industry with cutting-edge AI solutions, we’re looking for forward-thinking product managers to drive our vision forward.

We’re looking for a Product Manager to take ownership of key product initiatives, shaping the future of AI-powered customer service. In this role, you’ll be responsible for identifying high-impact opportunities, defining solutions, and delivering meaningful outcomes in a given quarter. You will work cross-functionally with engineering, design, and commercial teams to bring innovative AI-driven features to market while ensuring they solve real customer problems.

A key focus of this role will be embedding deeper AI agents into our product, increasing automation, and enhancing the level of autonomy in our support platform. You’ll play a critical role in evolving how AI operates within eDesk, improving accuracy, trust, and usability while balancing automation with human support.

YOUR ROLE AT EDESK

Drive AI-powered innovation – Identify and shape opportunities for AI to increase automation, efficiency, and customer success.
Own the roadmap & execution – Define product priorities, set clear goals, and deliver impactful outcomes in a given quarter.
Be data-centric – Analyze product usage, customer feedback, and performance metrics to inform decisions and measure success.
Shape product work effectively – Work closely with design and engineering teams to develop intuitive, scalable, and high-quality solutions.
Understand the customer deeply – Engage with users to understand pain points, improve workflows, and ensure AI enhances—not hinders—their experience.
Balance AI and automation thoughtfully – Ensure that AI-driven features enhance, rather than complicate, the support experience.
Collaborate cross-functionally – Partner with commercial, success, and engineering teams to ensure alignment on goals and execution.

Your profile

8+ years proven experience in product management, ideally in SaaS, customer support, or AI-driven products.
Strong product thinking and design sense – Ability to shape product work that is intuitive, scalable, and delivers meaningful customer value.
Outcome-oriented mindset – Focus on delivering measurable impact rather than just shipping features.
Data-driven decision-making – Comfort in analyzing data, running experiments, and iterating based on results.
Customer-savvy – Ability to understand customer needs and translate them into effective product solutions.
Domain knowledge in AI & LLMs is a plus, but not a requirement – Familiarity with AI-driven automation and the evolving role of LLMs in customer support is beneficial but not a hard requirement. We value a strong product mindset over deep technical AI expertise.

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About us

Entirely focused on eCommerce, eDesk helps online retailers to deliver seriously extraordinary customer service everywhere they sell. Our award-winning artificial intelligence powered automation tools streamline customer support processes and delivery of business insights. This means eCommerce brands can resolve customer queries quicker, and focus instead on selling more and realising their growth potential.

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We are looking forward to hearing from you!

Thank you for your interest in eDesk. Should you have difficulties with the upload of your data, please send an email to HR@edesk.com