Product Manager at Upserve
Providence, RI, US



Upserve is seeking a visionary Product Manager to help us meet our ambitious growth goals for 2019. In this high visibility role you will collaborate with teams across the company to translate our customers' needs and our company's vision and goals into product strategy. To accomplish this you will work with Support, Customer Success, Marketing, and Sales to gain a deep understanding of our customers' needs as well as the competitive market. You will partner with Corporate Development and Sales on key features, partnerships, and strategies to grow our business and you will collaborate with Engineering, your fellow PMs, and our Lead UX Designer to drive delivery of initiatives across our product line. 


Day-to-day this means:


  • Lead product across our platform
  • Translate strategy into prioritized, stack-ranked initiatives, features, and requirements within features, using tools like
  • Handle interdependencies within a release. Call out and squash risk and ambiguity in the plan. Prioritize bugs / invisible improvements alongside new features
  • Know the competition and figure out how we leave them no room to win
  • Communicate clearly and effectively, to both technical and non-technical audiences, whether it's via Slack , Google doc, email, presentation, tweet, blog post, spreadsheet or github
  • Define whole product requirements. Anticipate the needs of partners, success team, sales and more
  • Collaborate with design/UX team on wireframes, prototypes and mockups
  • Run user testing and listening labs, and visit customers
  • Collaborate with product marketing peers to set positioningmessaging and communicate the vision to internal and external audiences, such as on our website
  • Stay close to our sales team, especially for feature requests (usually, so you can say no)
  • Train customer success & support team on product capabilities
  • Understand deeply how customers use our product (using Totango, Intercom, interviews, etc.) Measure product-market fit after launch, to guide iterative improvement




  • Over the last 6 months, Upserve received NPS scores of +43, +65, +55 +52, +72 +80, higher than any other tech firm selling software to small businesses (see our NPS graph).
  • Our business is in hyper growth, doubling since last year, with thousands of restaurant customers. 
  • Our platform has massive data from which to make decisions: we manage over 11 million meals per month and over 16 million active diners (see our recent press release)
  • Our LTV to CAC and our SaaS 'Quick Ratio' both exceed 4 x.
  • Some of the technologies in our stack include React / React Native, Kinesis, DynamoDB, Machine Learning, RedShift, RDS, Ruby, JavaScript, Docker, ECS, and more. 
  • We communicate with customers using tools like Totango, Intercom and Marketo and document our Product Roadmap using things like




 Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, we exemplify our value of One Team. We also care deeply about the industry we serve. Whether you're a BOH veteran, or simply love the grit and determination of restauranteurs, you need to be able to empathize with our customers. Additionally, you must be results-driven and intrigued by the use of data to inform decisions.  You ought to value a high degree of autonomy and personal impact and manage through ambiguity with ease.


You are as comfortable talking with engineers as you are with customers. You are a leader. You fight for the user! You can walk, chew gum and a bunch of other stuff at the same time (because you've probably stack-ranked these activities ... and if you were to trip, you know which ball would drop). When a new product comes out, you appreciate the decisions and tradeoffs that were made, and ponder alternatives.




  • 3+ years experience as a Technical Product Management in a Software Development or SaaS environmeNT
  • Agile project management experience (Scrum Master, Product Owner)
  • Experience performing business requirements analysis/ design, prioritizing goals and mitigating dev’t risks
  • Excellent communication skills particularly in communicating technical information to non-technical audiences
  • Ability to prioritize goals and roadmaps, and to identify and mitigate development risks

Bonus Points for:


  • Python and/or Ruby chops
  • Cloud and Big Data experience (AWS, Hadoop, Pig, Oozie, Redshift, S3 Kinesis, etc.)
  • AWS and database infrastructure knowledge