Product Manager - customer care platform (communications systems)Poplar Homes
Salary: Agreement
Work form: Full time
Posting Date: 21/10/2025
Deadline: 23/08/2022
About the Role
We are looking for a driven and experienced Product Manager to lead our Communications Platform, the product team. As part of this role, you, along with the members in your team, will be responsible for helping Poplar build a highly reliable and extensible communications platform that eliminates friction across several critical and important use cases - Onboarding, Customer Support, Payments, Authentication & Security, just to name a few! You would be working with almost all the teams within Poplar given the wide range of actors involved in our ecosystem - end consumers, homeowners, renters, vendor-partners, local field agents, support agents, and other teams.
This role requires you to be at the intersection of leveraging technology, reducing friction from the daily lives of our customers, and helping our internal teams solve important business objectives like customer acquisition, onboarding, engagement, retention, and monetization with high ROI. You will be enabling all of the above via a platform that helps us onboard new ways of interactions seamlessly and quickly through a host of channels like chat, telephony, VoIP, push notifications, email, SMS, self-serve centers, etc. This role cuts across all the services Poplar offers across all the markets we operate in.
To succeed in this role, you will have to demonstrate a strategic bent for long-term platform thinking and a strong bias for action, while putting our customers first. We need a thought leader who helps shape the long-term roadmap and also drive key platform deliverables - we expect you to roll up your sleeves and execute. You would ensure that product judgments are based on strong rigor / in-depth investigation and value data over opinions. We need you to be able to build a strong product narrative that clearly articulates why we are doing what we are doing. You need to have exceptional communication skills as this role needs you to collaborate with, manage expectations of, and align stakeholders across functions.
What You Will Do
- Lead the product vision & data-informed product roadmap for the Communications Platform in Poplar.
- Work closely with Internal Poplar Teams (Maintenance, Accounting, Leasing, Renewals & others) along with Marketing, CRM, Engineering, Design, Research, and Data functions to build experiences that ensure solving for hyper-relevant and impactful communications.
- Build alliances with other product groups to experiment with and launch new 0-1 experiences in a standardized/generic way to scale the platform.
- Working with the team to leverage user research, usability studies, market research, experiments, and data study and translate them into requirements that solve real problems for a large set of users. Also partner with design/research team to facilitate problem-solving/co-design sessions.
- Own OKRs and drive strategy & roadmap for the team, ensuring alignment with group/company level OKRs/strategy and leading prioritization of cross-functional initiatives
What You Will Need
At least 5+ years of product management experience in delivering highly successful and innovative consumer Internet products with stellar design taste and product instincts.
- A Bachelor's / master or an equivalent degree, preferably in engineering or management.
- You have the ability to break down complex problems, and identify use cases and solutions that can be reused across multiple areas - Platformization is an important goal that you would be driving!
- Demonstrated ability to apply frameworks to make and justify product/prioritization choices (eg Jobs to be done, story mapping, ICE)
- Demonstrating a nuanced understanding of data, design & research, software engineering, and business processes and partners effectively with those teams
- Superior communication skills with the ability to weave strategy, insights, priorities, and plan forward into a structured and organized storyline at all levels of management.
- Strong analytical and quantitative skills with the ability to steer the use data and metrics to justify requirements, and features.
-High attention to detail, ability to insist on high standards, and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
About the Team
The Communications platform team is an important Platform group in Poplar that cuts across all the services we offer to all our consumers across all the market we operate in. This team owns close to half a dozen products and basically acts as a conduit for everything that we want to tell users and everything that our users want to tell us / other users in our ecosystem! The team operates across a wide spectrum of problems - from solving thorny technical problems at an unimaginably large scale to going down to the details of how a feedback button bounces to create a delightful micro-interaction! We spend a lot of time thinking about "Is this message better sent as a push notification or as a chat conversation that's available when a user opens the app?", "How do we build trust between vendors/local field agents to help them fulfill a field service seamlessly?", "How do we empower our marketing teams to get the maximum ROI out of their campaigns?"
About Poplar Homes
Poplar Homes is a fast-growing Silicon Valley proptech company founded in 2014. The company is a tech-enabled property manager for residential homes and apartments. It provides full-service leasing and property management, from finding a home to fixing something when it breaks. With over 5,000 doors under management, Poplar is one of the top 50 largest property managers in the US and currently services 10 major metro markets across 5 states: CA, WA, NV, CO, and TX.
Poplar Homes
We are looking for a driven and experienced Product Manager to lead our Communications Platform, the product team. As part of this role, you, along with the members in your team, will be responsible for helping Poplar build a highly reliable and extensible communications platform that eliminates friction across several critical and important use cases - Onboarding, Customer Support, Payments, Authentication & Security, just to name a few! You would be working with almost all the teams within Poplar given the wide range of actors involved in our ecosystem - end consumers, homeowners, renters, vendor-partners, local field agents, support agents, and other teams.
This role requires you to be at the intersection of leveraging technology, reducing friction from the daily lives of our customers, and helping our internal teams solve important business objectives like customer acquisition, onboarding, engagement, retention, and monetization with high ROI. You will be enabling all of the above via a platform that helps us onboard new ways of interactions seamlessly and quickly through a host of channels like chat, telephony, VoIP, push notifications, email, SMS, self-serve centers, etc. This role cuts across all the services Poplar offers across all the markets we operate in.
To succeed in this role, you will have to demonstrate a strategic bent for long-term platform thinking and a strong bias for action, while putting our customers first. We need a thought leader who helps shape the long-term roadmap and also drive key platform deliverables - we expect you to roll up your sleeves and execute. You would ensure that product judgments are based on strong rigor / in-depth investigation and value data over opinions. We need you to be able to build a strong product narrative that clearly articulates why we are doing what we are doing. You need to have exceptional communication skills as this role needs you to collaborate with, manage expectations of, and align stakeholders across functions.
What You Will Do
- Lead the product vision & data-informed product roadmap for the Communications Platform in Poplar.
- Work closely with Internal Poplar Teams (Maintenance, Accounting, Leasing, Renewals & others) along with Marketing, CRM, Engineering, Design, Research, and Data functions to build experiences that ensure solving for hyper-relevant and impactful communications.
- Build alliances with other product groups to experiment with and launch new 0-1 experiences in a standardized/generic way to scale the platform.
- Working with the team to leverage user research, usability studies, market research, experiments, and data study and translate them into requirements that solve real problems for a large set of users. Also partner with design/research team to facilitate problem-solving/co-design sessions.
- Own OKRs and drive strategy & roadmap for the team, ensuring alignment with group/company level OKRs/strategy and leading prioritization of cross-functional initiatives
What You Will Need
At least 5+ years of product management experience in delivering highly successful and innovative consumer Internet products with stellar design taste and product instincts.
- A Bachelor's / master or an equivalent degree, preferably in engineering or management.
- You have the ability to break down complex problems, and identify use cases and solutions that can be reused across multiple areas - Platformization is an important goal that you would be driving!
- Demonstrated ability to apply frameworks to make and justify product/prioritization choices (eg Jobs to be done, story mapping, ICE)
- Demonstrating a nuanced understanding of data, design & research, software engineering, and business processes and partners effectively with those teams
- Superior communication skills with the ability to weave strategy, insights, priorities, and plan forward into a structured and organized storyline at all levels of management.
- Strong analytical and quantitative skills with the ability to steer the use data and metrics to justify requirements, and features.
-High attention to detail, ability to insist on high standards, and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
About the Team
The Communications platform team is an important Platform group in Poplar that cuts across all the services we offer to all our consumers across all the market we operate in. This team owns close to half a dozen products and basically acts as a conduit for everything that we want to tell users and everything that our users want to tell us / other users in our ecosystem! The team operates across a wide spectrum of problems - from solving thorny technical problems at an unimaginably large scale to going down to the details of how a feedback button bounces to create a delightful micro-interaction! We spend a lot of time thinking about "Is this message better sent as a push notification or as a chat conversation that's available when a user opens the app?", "How do we build trust between vendors/local field agents to help them fulfill a field service seamlessly?", "How do we empower our marketing teams to get the maximum ROI out of their campaigns?"
About Poplar Homes
Poplar Homes is a fast-growing Silicon Valley proptech company founded in 2014. The company is a tech-enabled property manager for residential homes and apartments. It provides full-service leasing and property management, from finding a home to fixing something when it breaks. With over 5,000 doors under management, Poplar is one of the top 50 largest property managers in the US and currently services 10 major metro markets across 5 states: CA, WA, NV, CO, and TX.
Poplar Homes
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