Author: Jock Busuttil

Jock Busuttil is a product management and leadership coach, product leader and author. He has spent over two decades working with technology companies to improve their product management practices, from startups to multinationals. In 2012 Jock founded Product People Limited, which provides product management consultancy, coaching and training. Its clients include BBC, University of Cambridge, Ometria, Prolific and the UK’s Ministry of Justice and Government Digital Service (GDS). Jock holds a master’s degree in Classics from the University of Cambridge. He is the author of the popular book The Practitioner’s Guide To Product Management, which was published in January 2015 by Grand Central Publishing in the US and Piatkus in the UK. He writes the blog I Manage Products and weekly product management newsletter PRODUCTHEAD. You can find him on Mastodon, X (formerly Twitter) and LinkedIn.

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» Create space for your engineering team, understand the ebbs and flows of work, and help them to avoid burn-out

» Work to understand the technical complexities facing the engineering team

» Engineers typically focus on a small number of large tasks

» Product and engineering overlap: clarify who does what

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» Work continues after the project ends — plan for the ongoing support of your product

» A support team deals with user queries, incidents and ongoing improvement of the product

» Great user support is an expectation, not a nice-to-have

» Feedback from user support can identify areas of product improvement