Salary Range: 80000 to 155000 (Currency: USD) (Pay period: per-year-salary)

Responsibilities

• Lead the MAT & Ceremonies - Be the accountable owner for the MAT, the outcomes, and the team. Lead sprint and MAT lead ceremonies where necessary for backlog grooming, sprint planning, and similar meetings. Work with the GM on OKR updates and compiling results. 
• Own the Roadmap & Outcomes - Work with the GM to craft longer term product strategy in ops and with the head of product to have a clear, aligned roadmap that you will be accountable for as well as its impact to the OKRs. 
• Create and Lead PRDs & Experiments - Identify areas for new development, smoke tests, or signal, then start, lead, and complete various PRDs and Experiments so that execution and forward momentum is prioritized. Partner with design, sales, ops, and analysts to get to the truth of the matter, then write clear specs with clear user stories so the engineering team knows what we’re building and why. This would include assessing current and future vendors capabilities and APIs and how our partners can help us thrive in the future.
• Project Management - Lead in the project management of the backlog. Help drive individual projects (as a project owner) and ensure the PRDs & Experiment projects in the pipeline are running smoothly, communicating with designers, engineers, and other stakeholders. Handle intake of new requests from ops stakeholders, work with the GM to prioritize, and create a stack-ranked plan of action, and stay on top of it. 
• Build Data Driven Customer Empathy - Research, dig into UXR studies, listen to, and understand our customers and their needs along with the unique situations of our agents. Actively use and engage with the chat, IVR, call, and other support methods to QA what we’re building and build empathy for the people who use our products on a daily basis. 
• Compile & Share Insights - Conclude experiments, gather insights, and share learnings with the ops team and your MAT teammates. Proactively seek opportunities where we have insight gaps, and create smoke tests, experiments, and research that can get signal on the truth. 
• Partner Exploration & Adoption - Identify, vet, and onboard partners who can offer customer or agent service level enhancements beyond our internal and CCaaS capabilities.

Hard Requirements

• 3+ years in B2C product management or similar roles.
• Previous experience integrating SaaS (and ideally CCaaS) services into product from 0 to 1 and 1 to 10. 
• Previous experience working directly with and sprint planning with engineering and design teams and having shipped products to market. 
• Experience leading teams, running agile ceremonies, and project managing a roadmap with a multidisciplinary team. 
• Experience building and iterating on MVP features and experience working with products in 0 to 1 stages and 1 to 10 growth stages. 
• Excellent communication skills with immediate teams, engineers, designers, executives (written, oral, and presentational).
• Data driven analytical thinking, and back statements up with facts and examples. 
• Ability to thrive in ambiguity with a strong bias for action.
• Humble, flexible, and willing to jump in on exciting, front-line projects and less glamorous tasks. 

Soft Requirements

• Experience in Contact Center Omnichannel business (e.g. Gladly, Zendesk, Salesforce, Freshdesk, etc) either as a vendor or a practitioner of Omnichannel contact centers
• Experience with chat, IVR, or phone services.
• Versed in AI automation and chatbot creation as well as usage of service creation tools 
• Experience with third party service or partner procurement and application.
• Background in data analytics.
• Good understanding of product management principles (e.g. Reforge, PMMC fit, etc)Experience working directly with Amplitude, Figma, Jira, Notion, Looker, and Google Suite
• Background in consumer, travel, memberships, and/or fintech. 
• Experience with UXR and customer, competitive, and market research.

We’ve got you covered

• Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets  
• We are remote first – you have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms 
• Other perks include: unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsite 
• We welcome new family additions with generous parental leave and a flexible return-to-work plan
• This is just scratching the surface– see our careers site for a more detailed overview of our perks & benefits