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Picture this. You’re on a website trying to do something when you realize you need help. Maybe you don’t know how to get started, or you’re stuck in a workflow, not sure how to best proceed, or you just want some reassurance from a human that what you’re doing is right before you spend a bunch of time doing it the wrong way.
We’ve all been there. We stop what we’re doing, look for the closest approximation of a Help Center, and go there in hopes that we’ll find what we need. Sometimes we do, sometimes we don’t. And when we don’t, it can be impossible to figure out how to get in touch with an actual human. So, sometimes, we just give up.
But it doesn’t have to be this way. Company Advertising Support & Operations is looking for an innovative and results-oriented Sr. Product Manager to envision and build well-integrated support products, providing advertisers with highly targeted, in-application solutions to their problems. You will build in-application features that assist advertisers with troubleshooting, completing workflows, and learning key advertising concepts without needing to leave the page they’re on. You will build an experience that smartly determines when to deliver highly effective educational content (and to whom) and when to encourage users to contact an expert in support for virtual assistance, either through email, phone, or chat. While you will sometimes focus on reducing contacts to support (it’s still part of the job), you will primarily focus on increasing workflow success and unlocking business growth for advertisers by delivering features that work backwards from advertiser needs.
Responsibilities of this position include:
Deeply understand Advertiser needs through user research activities, resulting in core user stories.
Create and deliver against long term vision for strategically integrated support features to improve workflow success and improve business results for advertisers.
Develop, prioritize, and manage requirements with engineering partners, both in-team and across organizations.
Define and drive a logically sequenced project roadmap that delivers incremental value while making significant progress against the long-term vision.
Create KPIs and reporting to measure the performance and impact of workflow success.
Earn trust and increase the adoption of our support features across organizations and teams.
Design and implement processes that are reliable and scalable, yet flexible enough for speed and ingenuity.
The ideal candidate will have extensive experience creating innovative support products, as well as experience partnering across organizations, including operational support.
5+ years of experience in product or program management, product marketing, business development or technology
Experience with end to end product delivery
Experience with feature delivery and tradeoffs of a product
Experience overseeing roadmap strategy and definition
Superb writer, with an ability to create compelling business cases in writing for a variety of audiences.
Strong analytical acumen with a comfort for drawing metric-based conclusions.
Demonstrated ability to manage multiple projects (prioritization, planning, and task delegation).
Demonstrated ability to deliver features in partnership with engineering teams.
2+ years' experience with in-application help and educational technology.
Experience with content management systems.
Experience with audience segmentation.
Experience with machine learning.
MBA or relevant graduate degree.
Experience with localization workflows.
Company is committed to a diverse and inclusive workplace. Company is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit Company website.
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