Which is the PMs job really, to be the voice of the customer in this story.
Steven Chabot

There are 2 things that shouldn’t be confused in my opinion.

  1. Being the bridge between customers and developers is indeed what a PM should do, however in this story the PM clearly said what the need was; fixing it asap. Which brings me to the second thing..
  2. Understanding who your customer is and what/why you’re doing the business you’re doing is something that should be engrained in the company, no matter what your job is. Which didn’t seem to be the case for the developer in this story, but was the case for the senior engineer.