Product Lead

Location: Remote. Open to candidates located in Canada or the United States.

PLEASE DO NOT APPLY FOR THIS JOB IF YOU HAVE NOT WORKED AT AN MSP.

IF YOU DON'T KNOW WHAT AN MSP IS, THIS JOB IS NOT FOR YOU.

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About Untrap

Untrap is building AI-powered management intelligence for MSPs. We read the messy, freeform notes trapped inside PSA systems like ConnectWise and turn them into useful business insights, operational recommendations, and workflow improvements.

MSP leaders already have the data they need to improve profitability, service quality, client experience, and team performance - but that data is buried in tickets, notes, agreements, and disconnected systems. Untrap helps surface what is really happening inside the business so leaders can act faster and with more confidence.

We are looking for a fractional product leader who has a deep understanding of MSP operations and can help guide the next stage of Untrap's product development.

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The Role

We are hiring a Fractional Product Manager to help shape the direction of Untrap's software based on real customer needs, operational pain points, and product feedback.

This person will take the lead on our customer feedback loop. They will work directly with MSP customers to understand how they operate, what they are trying to improve, where Untrap is already valuable, and what changes would make the product more useful inside their business.

The candidate must have lived the MSP operational reality firsthand. They may have been a Director of Operations, VP Operations, COO, Service Manager, or technically focused MSP owner, ideally in a ConnectWise-based MSP. They understand ticketing, agreements, service boards, dispatch, technician performance, client experience, profitability, and the difference between what looks good in a dashboard and what actually helps an MSP run better.

This is not a generic SaaS product role. We are looking for someone who can translate MSP operator pain into clear product direction.

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What You'll Do

Own the customer feedback loop

• Lead structured conversations with Untrap customers.
• Understand where Untrap helps today, where it falls short, and what would make it more valuable.
• Separate casual feature requests from deeper operational needs.
• Document feedback in a clear, actionable way for the founding and engineering teams.

Translate MSP pain into product direction

Work with MSP owners and operational leaders to identify the workflows, insights, and recommendations that would make Untrap more useful. Examples may include:

• Helping an MSP understand why certain clients are unprofitable.
• Improving how Untrap flags missed billables or out-of-scope work.
• Clarifying how service managers should interpret technician performance insights.
• Identifying where customers need better context, drill-downs, or explanations.
• Turning messy customer feedback into clear product requirements.
• Helping prioritize which agents, reports, workflows, or integrations matter most.

Work with the founding team and developers

Work closely with Untrap's CEO, CTO, and engineering team to turn customer feedback into practical product decisions. You will help define:

• Product priorities
• User stories
• Feature requirements
• Acceptance criteria
• Workflow improvements
• Product gaps
• Customer-facing explanations

You will not be expected to personally write code, but you should be comfortable working with technical teams and discussing PSA data, operational logic, integrations, and product trade-offs.

Keep Untrap grounded in real MSP operations

Your job is to keep us focused on what actually helps MSP leaders run better businesses. You will help answer questions like:

• Would an MSP owner actually care about this?
• Would a service manager know what to do with this insight?
• Is this recommendation useful, obvious, confusing, or wrong?
• What context is missing?
• What would make this agent part of the customer's weekly operating rhythm?
• What would make the customer say, "I need this"?

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Ideal Background

The strongest candidate will likely have one or more of the following backgrounds:

• Former Director of Operations, VP Operations, COO, Service Manager, or senior operational leader at an MSP.
• Recently exited or semi-retired MSP owner, especially one who was technically or operationally involved.
• Strong experience running or improving a ConnectWise Manage-based MSP.
• Deep understanding of service delivery, ticket workflows, technician utilization, agreements, billing, dispatch, SLAs, client profitability, and customer experience.
• Experience translating business problems into software, dashboards, reports, automations, or process changes.

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Bonus Experience

• ConnectWise Manage administration or reporting.
• MSP profitability improvement.
• Service Leadership or benchmarking concepts.
• Client onboarding, QBRs, or account management.
• PSA data hygiene.
• Building internal MSP dashboards, reports, or operational scorecards.
• Product management, product ownership, or software implementation.

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What We're Looking For

You should be:

• Deeply familiar with how MSPs actually operate.
• Comfortable speaking with owners, service managers, and technical leaders.
• Good at asking probing questions and getting to the real problem.
• Able to separate feature requests from business value.
• Clear and structured in how you document feedback.
• Practical, opinionated, and commercially minded.
• Comfortable working in an early-stage startup where priorities evolve quickly.
• Excited by AI, operational intelligence, and helping MSPs run better businesses.

You do not need to be a traditional SaaS product manager, but you do need to think like a product owner: customer pain, business value, usability, prioritization, and execution.

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What Success Looks Like

In the first 90 days, success would look like:

• Building a repeatable customer feedback process.
• Speaking regularly with active Untrap customers and pilot users.
• Turning customer conversations into clear product requirements.
• Helping prioritize the next most valuable improvements to Untrap.
• Improving how we explain product value to MSP operators.
• Helping the development team better understand real MSP workflows.
• Identifying product changes that increase customer adoption, and retention.

Over time, this person should become one of the key voices helping Untrap decide what to build next.

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Time Commitment

We are looking for someone available approximately 2-3 days per week.

This could be a good fit for:

• A recently exited MSP owner.
• A fractional operator or advisor.
• A semi-retired MSP executive.
• A former MSP operations leader consulting part-time.
• A senior MSP leader who wants to help shape a product built specifically for the MSP market.

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Why Join Untrap

Untrap is solving a real problem for MSPs: the most valuable business intelligence is often trapped in tickets, notes, and operational systems that leaders do not have time to manually inspect.

You would help shape a product that gives MSP owners and operators a clearer view of their business, helps them improve profitability, and turns their own operational data into useful recommendations.

This is a chance to apply years of MSP experience to a product that is purpose-built for the industry. You would have a direct influence on what we build, how customers use it, and how Untrap becomes more valuable to MSPs.

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How to Apply

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