Fractional Product Lead — MSP Operations

Location: Remote. Open to candidates located in Canada or the United States. 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. 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 ideal candidate has 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. 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"? 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. Bonus Experience · ConnectWise Manage administration or reporting. · MSP profitability improvement. · Ser

Want to see how well you match this job?