Supports North American product operations for Booking Manager and Distribution, connecting stakeholders with Sydney/Melbourne-based product and engineering teams. Responsibilities include incident triage, escalation tracking, churn-risk intake, roadmap and release communication, status updates, and translating commercial context for engineering. The role operates within a senior PM’s priorities rather than owning an independent roadmap, using AI tools to improve research and troubleshooting. Candidates should have product, product operations, or related customer-facing experience, ideally in B2B SaaS.
About the role:
We're looking for an Associate Product Manager to be Rezdy's dependable NA presence — covering the hours our Sydney/Melbourne-based PM and dev team aren't online. This is a strong fit for someone energized by operational rigor and real-time problem-solving: comfortable triaging under pressure, translating between technical and commercial audiences, and building product judgment by working closely alongside a senior PM rather than owning a roadmap from day one. Pacific timezone
What you'll do:
- Connect the time zones. Be the dependable daily link between North America stakeholders — support and account management teams — and the Sydney/Melbourne-based PM and dev team, flagging decisions and blockers in real time rather than letting them wait for the next overlap window.
- Be the NA distribution conduit for Commercial leads and distribution partners (Viator, GYG, etc) and Distribution Resellers
- Keep incidents moving and visible during NA hours. Triage escalations that occur in NA working hours against a defined severity framework, looping in the senior PM and dev lead when judgment calls exceed current scope, and making sure NA support and AM teams get clear, live updates rather than waiting for the next AU working day.
- Surface and track AM churn risk. Own intake of NA account-manager-flagged churn risk — capturing impact and urgency the moment it's raised — so it's framed and ready to compete fairly when the senior PM and dev lead plan the sprint.
- Answer for what's in flight. Be NA's go-to for "is this expected / is this known / what's the status" questions on Booking Manager and Distribution, working from close sync with the senior PM's roadmap and known-issues context rather than independent authority over it.
- Share release communication in NA hours. Help execute the existing release process — communication and post-release follow-up specifically during NA hours — rather than owning release planning or prioritization.
- Partner with Engineering at a working level. Build enough fluency in our data architecture to relay NA-side context accurately to engineering, without owning technical trade-off decisions.
- Put AI tools to work. Use AI tools to speed up research, troubleshooting, and day-to-day tasks — a lever for moving faster, not a replacement for judgment.
What you'll bring:
- 2+ years of experience in product management, product operations, or a closely related operational/customer-facing role, ideally in B2B SaaS.
- Comfort working within another PM's priorities and roadmap — bringing your own judgment and context to how that work gets executed
- Experience with incident or issue management processes, and communicating through them clearly under time pressure.
- Comfort working with legacy technology systems and the teams that maintain them — able to translate between legacy constraints and current product priorities for both engineering and commercial audiences.
- Strong written communication skills — able to adjust tone and depth for audiences ranging from support and account management teams to engineering.
- Ease operating in process-driven environments (Jira, Slack, or equivalent).
- Comfort picking up domain concepts across different product types — e.g., transactional booking flows versus distribution/channel connectivity — without needing deep expertise in both on day one.
Nice to have:
- Experience in the travel, tours, or activities booking software space.
- Familiarity with multi-brand or multi-product portfolios (Expedition Software operates Checkfront, Rezdy, and Regiondo).
- Prior experience in a support, account management, or customer-facing product role.
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