The posting
How You’ll Support Our Mission
We are looking for an experienced Product Manager to take the reins of the products EMS agencies and fire departments rely on every day: from the moment a 911 call comes in, through patient care and transport, to the reporting that follows. As a Product Manager behind these product lines, you will combine technology and design to solve real customer problems in a way that meets the needs of the business. This is achieved by engaging with stakeholders, applying product discovery techniques, and evaluating success through leading and lagging indicators.
Our vision is to provide our customers with meaningful information that leads to actionable outcomes, improving community health and safety outcomes through the power of data. This role carries that work across more teams than a traditional structure allows. You will hold product-owner-level rigor for backlog priorities, user stories, and delivery detail across multiple team/domains, using AI tooling to absorb the administrative volume: first-draft story writing, request triage, dependency mapping, and status reporting.
This is not a traditional Product Manager role scoped to strategy alone, and it is not a single-team Product Owner role. It sits between the two: strategic enough to make trade-off calls across a portfolio and detailed enough to remain accountable for the backlog quality each team depends on. The ideal candidate has strong product acumen and experience using AI for efficiency gains, as well as the soft skills to coordinate with all functional areas of the organization toward successful product launches.
What You’ll Be Doing - the Day to Day
You manage the planning and execution throughout the product lifecycle: market analysis, requirements gathering, ideation, decision making, software development, and go-to-market readiness with cross-functional teams. You know how to manage by influence, listening to your partners and guiding toward a common goal. You consistently assess the value behind any action. You enjoy getting firsthand feedback from agencies and knowing how your work reaches the crews who use it on every call.
You can expect to:
- Define product vision, strategy, and roadmap for the Fire and EMS domains you own.
- Own, prioritize, and maintain the product backlog for each assigned team or domain, ensuring every backlog reflects current business value and portfolio priorities.
- Communicate the product vision by highlighting proposed features and their business value.
- Use rapid prototyping tools such as Magic Patterns to turn concepts into functional prototypes, putting working examples in front of stakeholders and customers to test desirability and usability before engineering commits build time.
- Use AI tools to draft user stories and acceptance criteria from source material such as customer requests, support tickets, and stakeholder notes, then review and refine each draft before it reaches a team.
- Maintain a single, consistent definition of priority across all owned backlogs so teams are not working against conflicting signals.
- Engage with a variety of stakeholders (Sales, Support, Customer Success, Onboarding, Executives) in an ongoing dialogue to understand and manage competing priorities and trade-offs.
- Gather and refine product requirements from a variety of input streams, from direct customer input through support channels, to steering committees and time spent with agencies and departments in the field.
- Prioritize initiatives based on a multitude of variables: prehospital and fire reporting requirements such as the National Emergency Response Information System (NERIS), National EMS Information System (NEMSIS), state and local compliance, customer needs, sales drivers, technology changes, and more.
- Use AI tools to triage incoming requests, bugs, and enhancement ideas across domains, and route or reprioritize based on business value and dependency.
- Own the intake and triage of customer feedback through Pendo to optimize Net Promoter Scores (NPS) and Product Engagement Scores (PES).
- Use AI tools to surface cross-team dependencies and sequencing conflicts before they affect a sprint.
- Work as a product trio with product design and engineering to determine viability, feasibility, and desirability.
- Participate in Scrum ceremonies (backlog refinement, sprint review, planning) across owned teams, adjusting cadence and depth of involvement to each team’s needs.
- Partner with Technical Program Managers (TPMs), Engineering, and Product Managers on adjacent domains to keep priorities aligned at the portfolio level.
- Manage releases as a collection of new and incremental features, architectural improvements, and allocations for technical debt.
- Generate first-draft sprint summaries, release notes, and stakeholder updates using AI tools, then edit for accuracy and tone before sharing.
- Review all AI-drafted stories, requirements, and communications for accuracy before they are finalized; AI output is a draft, not a deliverable.
- Keep customer and business context, not AI output, as the final authority on prioritization decisions, and flag gaps or errors in tooling to product leadership.
- Work with system architects to understand architectural work, to assist with decision-making and sequencing of the key technological infrastructures that support your products.
- Create enablement documentation and playbooks to empower internal teams.
- Escalate trade-offs that cannot be resolved at the team level to product leadership with a clear recommendation.
- Contribute to retrospectives and evaluate returns on investment.
- Provide direct support and coaching to all levels of management as they help their direct reports.
- Plan and execute the adoption of ESO development methodology (PIs and Sprints, PRDs and BRDs, release notes, product enablement) and tools (Jira, Confluence, Teams) in close collaboration with Engineering leadership.
Success in the role looks like:
- Backlogs across all owned teams remain current, prioritized, and free of stale or duplicate items.
- Teams receive well-formed stories and acceptance criteria without waiting on a dedicated Product Owner per team.
- Cross-team dependencies are identified before they cause delivery delays, not after.
- Stakeholders receive timely, accurate updates without the Product Manager manually compiling each one from scratch.
- The AI tooling used is continually evaluated and adjusted; it is treated as a working method to refine, not a one-time setup.
Who You Are - some of the essential things required to be successful in the role:
- Five or more years of experience in product management, product ownership, or a similar backlog-ownership role, including experience across more than one team or domain.
- Experience in product management at a fast-growing software company.
- Proficient and experienced using AI to optimize your day-to-day job, as well as building AI-first product solutions.
- Hands-on experience using AI tools (for example, Claude, Magic Patterns, or similar platforms) for drafting requirements, building functional prototypes, synthesizing feedback, or generating status communications.
- Strong judgment for reviewing and correcting AI-generated content before it reaches a team or a stakeholder.
- Working knowledge of Agile and Scrum practices, including backlog refinement, story writing, and sprint ceremonies.
- Strong track record monitoring success via outcomes and metrics.
- Significant experience defining and launching features that meet the needs of both the customers and the business.
- Demonstrated strategic planning and operational execution skills, including process improvement.
- Experience mentoring and developing junior talent and driving product excellence.
- Clear written and verbal communication across technical and non-technical audiences.
Also great to have:
- Certification such as CSPO, PSPO, or SAFe PO/PM.
- Experience owning backlogs in a regulated or safety-critical domain, such as EMS, fire, or hospital care.
- Familiarity with prehospital or fire service data standards, such as NEMSIS or NFIRS.
- Experience building or refining prompts, workflows, or lightweight tools that improve how a team uses AI in delivery work.
Benefits & Perks
ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:
- Competitive health plans (medical, dental, & vision insurance)
- PTO (starting at 20 days) & 12 company holidays
- 401(k) with company match
- Telemedicine service provided by ESO
- Savings accounts (FSA, HSA, DCA)
- Employee Assistance Program (EAP)
- Annual health and wellness reimbursement
- Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
- Paid parental leave, new child program, & flexible parental return-to-work options
- Casual office environments and unlimited office snacks and drinks
About ESO
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland.
Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.
All offers are contingent upon a successful background check.
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.
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