Product Manager – Workflow & Case Management

Product Manager – Workflow & Case Management
9 Month Contract
Location: Remote – UK
Rate: £650 - £700 per day (INSIDE IR35)

Key skills: Product Management, Workflow Systems, Case Management, Legacy Software, Customer Escalations, Agile Delivery, Product Roadmaps

We are recruiting an experienced Product Manager to take ownership of an established workflow and case management product used by a broad customer base.

This is a hands-on role working with a mature product that has been in operation for many years. The successful candidate will need experience managing ageing or legacy software products, balancing competing demands and making clear, pragmatic decisions about what should be prioritised.

You will work closely with engineering, customer success, commercial, design and marketing teams to resolve customer issues, shape the product roadmap and ensure that development effort is focused on the areas of greatest value.

The Role

As Product Manager, you will:

• Develop a detailed understanding of customer needs, recurring issues and product pain points
• Define and maintain a roadmap that addresses the root causes behind customer escalations
• Take ownership of customer escalations and drive issues through to resolution
• Prioritise competing requirements across an established and complex product
• Work closely with engineering teams to challenge proposed solutions and ensure they are practical, proportionate and technically sound
• Define clear product requirements and support engineering teams throughout delivery
• Conduct customer interviews and gather feedback to inform product decisions
• Balance customer needs, business priorities and technical feasibility
• Oversee the product development lifecycle from initial concept through to release
• Support the planning and delivery of product launches
• Analyse product data and performance metrics to identify opportunities for improvement
• Maintain clear product documentation and promote knowledge sharing across the wider team
• Communicate product decisions, priorities and trade-offs to stakeholders at different levels

About You

You will bring:

• Strong product management experience within a software or product-led environment
• Experience managing mature, ageing or legacy software products
• A background in workflow, case management, enterprise software or public sector technology
• Proven experience handling customer escalations in a calm and structured way
• The ability to prioritise ruthlessly when faced with multiple competing requests
• Confidence working closely with engineering teams and challenging technical proposals where appropriate
• A sound understanding of software delivery and how product requirements should be implemented
• Experience working within Agile development environments
• Strong analytical skills and the ability to use data to inform product decisions
• Experience developing and maintaining product roadmaps
• Strong stakeholder management and communication skills
• The resilience to operate effectively in a product environment that can come under regular pressure