About Balto

Balto is powering a new era of knowledge work in the contact center. Our platform unifies Agent Assist, automated Quality Assurance, and Agentic Insights into one system where humans and AI collaborate to drive quality, efficiency, and revenue. We've guided 500M+ calls. We're fast-growing, AI-obsessed, and expanding into new AI-native product lines, with real room for a product leader to shape what comes next.

Our Culture: We're AI-Obsessed

At Balto, we don't just build AI, we use it every day. You'll fit right in if you're:

• Using AI to accelerate product discovery, PRDs, user stories, competitive research, and roadmap planning
• Leveraging AI to analyze feedback, usage data, and support conversations to spot opportunities
• Experimenting with the latest models from OpenAI, Anthropic, Google, and others to improve products and workflows
• Staying current on advances in AI and turning them into practical product innovations
• Learning from operator-level content on AI, product management, data, and software development

Why Balto

• Fully remote: work from anywhere in the US
• Own your impact: senior autonomy to lead a product area end to end
• Career growth: challenging problems with room to expand your scope and your career
• Mission-driven culture with smart, supportive, AI-obsessed teammates
• Competitive salary, equity, and great benefits: healthcare, 401(k), unlimited PTO, and learning stipends

Assessment Process

Our hiring process is a screening interview with HR followed by a series of interviews with Product and Executive Leadership at Balto. No take-home exercises.

About the Role

Balto is seeking a win-oriented Senior Product Manager to help drive the next stage of our product. Shipping features is table stakes. What we're really after is someone who treats every launch as a chance to move the numbers that matter, for our customers and for Balto. In this role, you'll take the lead on new features and products, own the strategy and roadmap for a product area, and work cross-functionally to establish Balto's leadership position in the market. You'll report to the VP of Product. This is a fully remote position, offering you the flexibility to work anywhere in the U.S.

About Balto's Product

Balto sits on the live conversation between contact center agents and their customers, guiding reps in real time and turning every call into structured, actionable data. Our platform spans several product areas you could help lead:

• Real-Time Guidance: Our flagship real-time coaching experience (now on the next-gen RTG3 interface) that guides agents mid-call.
• Quality Assurance: Automated scoring that evaluates 100% of calls against custom criteria.
• Notetaker and Agentic Insights: Configurable call notes and structured-data capture that power agentic insights, where AI turns every conversation into structured data and acts on it, surfacing trends, diagnosing root causes, and driving downstream workflows.
• Kodi, our AI assistant: A conversational analytics layer that answers complex questions and generates coaching and reports.
• Togo: Our AI Voice Agents product, built and managed in Agent Studio.

We ship fast, on a two-week sprint cadence, and we're actively expanding into new AI-native product lines, so there's real greenfield for a senior PM to own.

Who We Are Looking For

We're looking for a strategic thinker who can create a high-level vision, communicate it effectively across the organization, and turn it into shipped software that delights customers. But we're looking for more than a builder. The ideal candidate is win-oriented, someone who has done more than ship products, and who can point to the business value those products created. You know how to connect product decisions to customer outcomes and to Balto's growth, and you measure your work by the results it drives, not the features it delivers. You're comfortable working at the technical level with APIs and data, can make decisions independently, and bring the detail-orientation, communication skills, and passion for AI products that this role demands.

Key Responsibilities

• Serve as the lead product manager for a product suite, capable of leading net-new products from concept to launch.
• Drive the product strategy and roadmap to establish a leadership position in the market.
• Tie product bets to measurable business value: define the customer and company outcomes each initiative should drive, and own hitting them.
• Develop a deep understanding of target customers and the competitive landscape to identify market and product opportunities.
• Create user stories and product requirements that help designers and engineers translate insight into software that delights customers.
• Prioritize the list of features to achieve the overarching strategy and business objectives.
• Work collaboratively with marketing, sales, customer success, and support teams to launch products and ensure success across the customer lifecycle.
• Collect and analyze qualitative and quantitative data to measure product success and glean new insights.
• Complete usage and competitive analysis reporting.
• May manage and mentor other members of the product team.

Example Projects

• Own the roadmap for a product suite, defining the vision and sequencing releases to hit business objectives.
• Lead the development of a new AI-powered product by gathering customer insights, defining requirements, and coordinating engineering and design.
• Conduct competitive and usage analysis to identify market trends and opportunities for differentiation.
• Manage the launch of a major product, aligning marketing, sales, and customer success and measuring post-launch success.

Skills and Qualifications

• 5+ years of product management experience, preferably in B2B SaaS.
• A track record of products that created real business value, for customers and for the company, not just a list of things you shipped. You can speak to the metrics you moved and the wins you drove.
• Experience creating a high-level vision and plan, and communicating it throughout the organization effectively.
• Able to structure and process qualitative or quantitative data and draw insightful, actionable conclusions from it.
• Experienced and comfortable working at the technical level, understanding APIs and data.
• Hands-on experience with agile development processes, including breaking a big vision into bite-size milestones, writing user stories, and prioritizing the backlog.
• Ability to make decisions on their own.
• Experience planning, organizing, scheduling, and meeting deadlines in an efficient and productive manner.
• Speaks and writes clearly and concisely in a manner appropriate to the intended audience.
• A strong desire to understand others' viewpoints and learn how things work.
• Will not let important details or information slip through the cracks.
• A team player who brings a "can do" attitude to work every day.