Staff Inbound Product Manager - CSM

We are seeking a Staff Inbound Product Manager to join our Customer Service Management team. The ideal candidate will have experience in leveraging AI-powered tools, analyzing AI-driven insights, and exploring AI's potential impact on the function or industry. The role requires a unique blend of skills, including research on the given problem, product definition, and strategy, and collaboration with other teams to deliver on timelines.

Requirements

• 8+ years of overall experience with 4+ years of product management experience in defining, launching, and growing Enterprise or SaaS products in an agile technology organization
• Deep understanding of Customer Service domain, specifically in omni-channel customer engagement, self-service workflows and processes
• Strong background in CRM, Omnichannel and Conversational AI
• Experience in social customer service space is highly desirable
• Demonstrated experience in collaborating with Research, UX, Engineering and facilitating brainstorming sessions to arrive at a solution
• Strong user experience/design sense, with a record of building great products
• Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe
• Excellent written and oral communication skills, including experience presenting to executive leadership
• High energy, self-starter with an aptitude for learning new technologies
• Strong customer focus, stakeholder empathy, inclusive approach towards team members and growth mindset
• Working knowledge of modern development platforms and languages is a plus – Relational databases, Java, JavaScript, SQL, AJAX, JSON, XML, SOAP, REST and associated frameworks

Benefits

• Flexible work arrangements
• Equal opportunity employer
• Accommodations for candidates with disabilities