Thread is the AI-native service platform for Managed Service Providers (MSPs). We're on a mission we call Death to the Ticket: replacing the slow, form-driven service desk with conversations that resolve themselves.
MSPs keep thousands of small businesses running, and their service desks are buried in tickets. Thread meets end users where they already are, in Microsoft Teams, Slack, chat and on the phone, and puts AI to work behind every request. Our Voice AI answers calls, our AI agents triage, dispatch and automate work, and everything stays in sync with the PSAs MSPs live in: ConnectWise, Autotask and HaloPSA.
The industry is moving from assistive AI to agentic AI to autonomous resolution. We're building each step, and product decisions decide whether technicians and end users trust it.
Our goal isn't to replace people with AI. It's to help them do their best work with it. We take the busy work off technicians' plates so they can focus on what they actually enjoy: solving the problem and helping the customer.
The Role
Product at Thread is part of how the company decides what to build, not a ticket-writing function. The people judging our work are technicians answering calls and clearing queues all day, so every decision is felt.
We're looking for a Product Manager to own a product area end to end, from the problem to the shipped result and the outcomes after it. You'll report to the Head of Product & Design and work side by side with design and engineering from discovery through release.
You’ll set the direction for your area and take work from an ambiguous problem to something MSPs adopt and rely on. Much of it has no playbook yet: how an AI agent earns trust, when it acts on its own and when it asks first, how an MSP stays in control. We move fast, and we expect you to already use AI tools as a real part of how you research, write, analyze and prototype.
You won’t arrive an expert in MSPs, every tool or every phase of the work, and that’s fine. What matters is a strong appetite to learn, the humility to take hard feedback well, and the skill to give it. You’ll work with people from very different backgrounds, from support technicians to engineers to MSP owners, and get the best out of all of them.
What you'll do
- Drive agent workflows across the MSP help desk (triage, resolution, escalation and follow-up), and help decide which workflows agents take on next.
- Help define the rules for agent actions: what an agent can do on its own, what needs a technician's confirmation or approval, and how a clean handoff to a person works.
- Define what "good" means for each workflow: success criteria, evals, quality thresholds and launch gates. Track resolution rate, escalation accuracy, technician time saved and customer satisfaction once it's in production.
- Shape what MSPs can configure themselves, such as policies, knowledge, escalation rules and per-client settings.
- Spend time with MSP owners, service managers and technicians every week. Turn what you learn into clear priorities, and share the "why" with the team.
- Support customer pilots and POC weeks, and turn the gaps you find into shipped improvements quickly.
- Prototype agent behavior and flows yourself, including prompts, flows and quick builds, to test ideas before committing engineering time.
- Partner with design on research and with engineering on tradeoffs between quality, latency and cost.
What we\'re looking for
- 2 to 3 years in product management (or a mix of PM and closely related work such as founding, solutions, or technical product ops), including shipping B2B software people rely on.
- Curiosity and some hands-on exposure to LLM-powered or AI agent products: personal projects, internal tools, or shipped features all count. Ideal if you've worked on something that takes actions, not only answers questions.
- Enough practical grasp of how agent systems work (context, tool calling, evals) to read a trace, ask good questions, and make a sound call with engineers.
- Good judgment about trust and control in products where mistakes have real costs.
- Comfort joining and running customer research: you listen well, synthesize clearly, and change your mind when evidence says to.
- Clear writing. Your docs, prompts and updates help others decide and build.
- You do well in a small team where scope is broad and the path isn't fully mapped yet.
Nice to have
- Experience with MSPs, IT service management, help desk / PSA / RMM tools, or customer support operations.
- Products used by service providers on behalf of their own clients (multi-tenant or partner-facing setups).
- Experience with voice, chat or ticketing channels, or with MCP and agent frameworks.
- You've shipped or deeply contributed to an AI feature in production.
How we work and what we offer
- Weekly time with MSP customers. We build alongside them, not just for them.
- POC weeks and beta programs to test ideas in real environments before we scale them.
- Small team, high trust, close collaboration between product, design and engineering.
- Based in Europe / EU time zones preferred.
Great product managers come from many paths. If this role excites you but you don't tick every box, we'd still like to hear from you.
Thread is an equal opportunity employer. We welcome applicants of all backgrounds and are committed to building an inclusive team.
- We may use AI-enabled tools in our hiring process, such as interview transcription and note-taking. People, not AI, make every hiring decision.
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