Lead Product Manager

Overview

Coconut Software is the leading Branch Performance Platform, helping financial institutions grow, drive productivity, and deliver better customer experiences.

Coconut’s AI-powered, enterprise-grade platform brings together appointment scheduling, in-branch queuing, video banking, and branch workforce management, turning customer interaction and operational data into actionable insights across multiple lines of business. The result: greater visibility into performance, better use of workforce capacity, and smarter decisions that drive stronger branch outcomes. Trusted by 200+ banks and credit unions, including RBC, Mountain America Credit Union, and M&T Bank, Coconut Software turns every interaction and staffing decision into a competitive advantage.

Reporting to the Chief Product & Engineering Officer, as a Lead Product Manager here at Coconut, you will drive a critical company-level growth, product vision, strategy, and data driven roadmap that delivers. Your familiarity with the environments and needs of large enterprise customers make identifying market and customer requirements almost second nature. You believe in a customer-centric experience and are passionate about the full product life cycle, from ideation through the collaborative development process across teams to deliver winning products. You prefer a highly visible role where you will have a chance to make significant contributions with an immediate and lasting impact on company growth. You bring proven success in ownership, bias for action, and innovative product strategies. You exhibit excellent judgment, and leverage data to prioritize between the needs of existing customers versus new ones and between features, architectural improvements, and operational excellence.

Product Strategy

Lead multiple of our core product offerings within our suite that provides great experiences for the staff of our customers (eg. bankers and advisors). You will partner with Engineering to help ensure our Platform is the engine that empowers the end customer through pre-meeting activities. Roll up your sleeves to help determine the future of our platform in areas through AI, addressing our customer’s needs to offer their customers modern tools to self-serve or start the engagement. Bring teams together. You love working cross functionally across business and tech to align around goals and develop insights. Give Product Demos, present to the company, and present to internal and external stakeholders.

AI Product Leadership

Identify and prioritize high-value opportunities where AI can improve customer and staff experiences. Work with Engineering, Design, Data, Security, and customers to translate these opportunities into responsible, testable product experiences. Leverage AI to develop prototypes and customer experiments to validate desirability, usefulness, and trust.

Team Leadership

As one of the more senior members of the Product team, you will help support, share knowledge with, and mentor ascending members of the team including Product Owners. In particular, you will take a primary role in elevating our product management craft by contributing perspective on our tools, and taking the lead role in evolving several key internal processes and workflows.

Project Management

Manage product roadmap, define key milestones, customer requirements, key product metrics, develop product epics and partner with Engineering on accountability for OKRs. Maintain a clear communication line between Product and Engineering ensuring that Engineering fully understands customer requirements and the direction Product has planned in regards to new product development, existing product maintenance or enhancement and feature deprecation. Ensure products and releases are launched correctly and on schedule.

Customer Experience

Regularly meet with customers to better understand their needs in general, their Coconut specific friction points and wants. Validate requirements and the resulting product with customers and customer success teams to ensure we are delivering value. Act as customer advocate, be the voice of the customer, articulating their needs. Manage customer feature requests.

Product Research

Work with Product Marketing and Product Designers to determine what problems are aligned with the company objectives to solve. Be a market expert, understand the reasons customers purchase products, the competition, and how customers think of and buy our product. Aid in developing product positioning.

Finance

Understand the cost of development and product overhead and the impact this should have on pricing. Help set pricing to meet revenue and profitability goals.

What You Bring to the Team

• 8+ years of product management experience (Bonus points if it is in SaaS or Banking)
• An exceptional ability to work collaboratively with stakeholders across Engineering and market-facing departments, showing a high degree of skill in conflict management, change management, and leading by influence
• A technical background (APIs, Integrations, etc) especially in SaaS companies that are scaling their product and features
• Demonstrated ability to work with technical teams on AI-enabled products, including a practical understanding of LLMs, structured data, model limitations, evaluation, privacy, security, and usage economics. Candidates do not need to be data scientists or ML engineers, but must be able to ask strong technical questions and make sound product trade-offs
• Excellent written and verbal communication skills. You are ready to speak in front of execs or the entire company
• A growth mindset. You have got a track record of pursuing professional growth through teaching or mentorship
• Demonstrated knowledge of design principles for mobile and web
• Success in defining and launching products that meet and exceed business objectives
• Proven experience managing multiple products in parallel as part of a portfolio strategy
• Proven ability to think strategically and execute tactically. You think beyond products and releases, and are able to elevate the organization to think about value streams and strategic levers
• A keen business sense and are able to leverage data to develop and prioritize strategic objectives
• Ability to travel, expect to travel to customers or our head office from time to time (possibly up to once a quarter)

This posting is for a vacant contract position. The expected hiring range for this role is $130,000 – $170,000.

Our Investment in You

Find your flow with Cabana Days. We offer flex-time and flex-days so you can recharge and be your best self. We empower our team to prioritize their well-being, knowing that a well-rested team is a productive one. Ability to do your job in a supported, but flexible environment. Supported professional development, learning, and career opportunities. Regular 1:1 coaching with your leader and regular connection to a passionate executive team. Work in a team big enough for growth but lean enough to make a real impact.

A full range of benefits to keep you happy and healthy; Competitive Salaries, Health and Dental Benefits, Virtual Care, and Disability top up, all starting from day 1, Virtual mental health and EAP platform, WealthSimple GRSP and Matching, Annual Wellness Benefit ($1000 per year), Opportunity to work remote, anywhere in Canada, Employee Options, Internet Subsidy on each paycheck, and Tiki Bucks Incentive Program.