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Vice President, Product
Internet Industry Company
San Mateo, CA, United States
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Company’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Company’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Company is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, Austin, Washington D.C., and Tel Aviv.
The Company
Company is a cloud-based Software-as-a-Service (SaaS) company that focuses on the most important stakeholder of any business – its customers. Used by some of the world’s best-known companies, Company helps these companies continuously monitor and improve their customer experience. Backed by Sequoia Capital (the premier venture capital firm that invested in Google, LinkedIn, Oracle, Airbnb, Dropbox, and Square), Company is growing rapidly and well-positioned to move to the public markets.
Ranked in the top 25 of the First-Ever Forbes 2016 World's Best 100 Cloud Companies List, Company solves one of the most fundamental challenges to businesses today. At a time where all companies strive to be "customer centric," the customer's experience truly has become a company’s brand (fact: consumers buy more based on ratings and reviews than on branding or advertising). Currently over 500 companies trust Company and its proprietary software platform, which enables even the largest, most distributed companies to understand, fix, and improve the customer experience by harnessing and assessing vast amounts of cross-sector data to provide both predictive and prescriptive, role-specific analytics, in real-time.
The Role
Rapid innovations and explosion in messaging, surveys, conversational, Chat, SMS, social, etc. listening and feedback tools and channels have redefined the engagement models between businesses and their customers. Businesses now are increasingly under pressure to capture, understand and act upon the feedback and interaction data customers are providing to them to provide best possible experience regardless of channel of interaction. Capturing this data at scale and making it actionable will differentiate winners from laggards as more and more businesses strive to compete and differentiate on customer experience.
As VP of Product Management, you will be a key leader in Company’s product organization and will be responsible for driving the vision, roadmap and execution of all applications, analytics and data management capabilities for Company. Reporting to Company's CPO, you’ll lead a team of product leaders and managers ranging from 10-20 in size, and will interface with cross-functional teams including UX, engineering, sales, services and customers to create product strategy, road map, and specification of product requirements.
We are using the latest technologies in big data and machine learning to build a state of the art big data machine-learning platform that allows companies to gain holistic insights into customer experience and interaction data. You'll be responsible for driving a range of predictive and prescriptive analytics applications on structured and unstructured data for a wide range of user persona. As a results-oriented self-starter with deep customer-facing experience, you’ll translate user problems into a great product -- while managing complex product decisions and trade-offs in a global environment.
Your Responsibilities
• Understand customer needs and identify common patterns across companies to drive the product roadmap and long-term applications, analytics and data management strategy for Company
• Execute that strategy to drive new revenue, increase market share and customer loyalty
• Lead the definition of product requirements to ensure market leading product capabilities through on-going visits with customers and prospects
• Drive solutions across development teams including designers, engineers and product marketing
• Collaborate closely with sales, marketing, services teams to define GTM strategies
Minimum Qualifications
• 10+ years experience in product management or related functions
• Have had ownership of a multi-product portfolio (this will typically be reflected in prior roles as a VP or Sr. Director of Product Management)
• Deep background in enterprise SaaS, BI, advanced analytics
• Prior experience leading a team of 12+ people
• Bachelor’s or advanced degree
Preferred Skills and Experience
• Customer-centric perspective
• Skilled at defining and prioritizing product ideas
• Outstanding problem solving and analytical skills
• Ability to empathize and communicate with people with different points of view
• Technically oriented. Functionally deep -- understands how the product works
• Experience working in an Agile development process
• Experience with web services
• Work history includes experience at both large and small companies
• Open to U.S. and international travel for customer visits