Job Description
Description
At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale.
Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets. As a publicly listed company, Toku continues to scale its presence and impact across international markets.
As our Senior Product Manager, you will own the end-to-end delivery of Toku’s AI and Contact Centre product portfolio. Working closely with the Head of Product, Engineering and cross-functional stakeholders, you’ll turn validated customer problems into scalable platform capabilities, balancing customer needs, technical architecture and commercial outcomes. This is a highly autonomous individual contributor role where you’ll be accountable for product outcomes, customer adoption and the long-term health of the platform—not simply delivering features. You will thrive in this role if you enjoy solving complex technical problems, making data-driven decisions and building products that customers rely on every day.
Requirements
What you will be doing
Product Strategy & Delivery: Own the AI and Contact Centre product backlog from discovery through delivery, including customer research, problem validation, PRD creation, prioritisation, agile delivery, product launches and continuous iteration. Base decisions on evidenced customer problems rather than feature requests, while challenging assumptions to deliver the best long-term product outcomes.
Platform Product Design: Define scalable, configurable platform capabilities with clean API design, integration contracts and reusable architecture that supports Toku’s contact centre platform, CTI integrations, CRM integrations, developer APIs, partner ecosystems and bring-your-own-model (BYOM) AI integrations.
Platform Evolution: Continuously identify opportunities to transform customer-specific implementations into reusable product capabilities, reducing bespoke development and improving scalability across the platform.
Product Quality & Measurement: Define meaningful product success metrics covering quality, adoption, accuracy, latency, edit rates, error rates and cost efficiency. Partner with Engineering and data teams to ensure products are properly instrumented and product decisions are driven by live production data rather than demonstrations or assumptions.
Cross-functional Collaboration: Work closely with Engineering throughout product development while partnering with Sales, Pre-Sales, Professional Services and Delivery teams to ensure products are positioned accurately, enterprise implementations are successful and customer feedback continuously improves the product roadmap.
Go-to-Market Support: Support complex customer opportunities by providing product expertise, solution guidance and product positioning that accurately reflects shipped capabilities and platform direction.
Continuous Improvement: Champion a product-led culture built around measurable customer outcomes, ensuring roadmap decisions are informed by evidence, customer value and long-term platform sustainability.
Ownership: Take full ownership of your product areas, balancing customer needs, technical constraints and commercial priorities while helping shape the future direction of Toku’s AI and customer engagement platform.
We’d love to hear from you if you have
Product Management Experience: 5+ years of Product Management experience delivering technical B2B SaaS products, with a strong track record building platform products, APIs, communications platforms (CCaaS, CPaaS or UCaaS), conversational AI, speech technologies or data-driven products.
Technical Product Thinking: Strong systems-thinking capability with practical experience discussing API design, integration architectures, platform capabilities and technical trade-offs with senior software engineers.
AI Products: Hands-on experience delivering AI or machine learning-powered products into production environments, with a strong understanding of evaluating real-world product quality, reliability and customer outcomes beyond benchmark performance.
Product Analytics: Practical experience defining success metrics before development, establishing product instrumentation, interpreting analytics and adapting product direction based on measurable evidence.
Platform Architecture: Experience designing configurable, scalable platform capabilities that minimise bespoke development while supporting multiple customer use cases and integrations.
Commercial Collaboration: Experience supporting Sales, Pre-Sales and Delivery teams through product positioning, solution design, enterprise customer engagements and successful product deployments.
Communication: Excellent written and verbal communication skills, with the ability to produce high-quality product documentation and communicate effectively across Engineering, commercial teams and executive stakeholders.
Ownership & Decision Making: Comfortable operating in a scaling business with high autonomy, navigating ambiguity, making informed product decisions and taking ownership of long-term product outcomes.
Industry Experience: Experience within regulated industries, public sector organisations, or international markets across APAC, MENA or LATAM would be advantageous.
Location: This role can be based in The Netherlands – Hybrid work model, or in wider Europe – remote.
Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.
