Director, Product Management

Job Description

We are on a mission to rid the world of bad customer service by mobilizing the way help is delivered. Today s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach that changes how conversations take place, moving the conversation away from slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with Brands on their own time. Through our market leading chatbots and automations, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automations and AI that simply works. Companies such as Brex, EA, Square, Tencent, Supercell along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 820 million active monthly consumers and are enabled on 2B+ devices around the world with Helpshift.As the Director, Product Management reporting to the Chief Market & Product Officer, your responsibility will be to build, grow, and lead a high performing product management team that delivers an innovative, simple, and differentiated product that our users love, adopt, and can t live without. The product should unlock efficiencies for our customer service customers while giving them the smarts and tools to drive unprecedented customer intimacy and higher quality experiences. This includes achieving strong product-market fit for Helpshift s platform measured by a 2X increase in customer logos at the end of FY21, and a 3X increase of customer logos and by end of FY22 specifically within our target ICPs (ideal customer profiles). You ll achieve these goals by leveraging deep customer, market, and technology knowledge, establishing strong product management principles and practices rooted in user-centered design and agile approaches, and by attracting, coaching, and growing a world-class product management team that delivers on product excellence. Product excellence will be measured by growth in number of users, increased product NPS, increased rate and speed of free-to-paid conversions, decreased customer time-to-onboard and time-to-value, and increased land-and-expand product adoption.About the Role

• Provide strong leadership to direct reports through clearly defined OKRs, and up-leveling the market domain and customer expertise of current PMs through 1:1 coaching, structured training, and mentoring. Create and implement a structured PM practice upon which PMs have standardised on best practices for user-centered design thinking, continuous discovery and continuous validation, and data-driven product strategies. This will be measured by the quality of PM outputs such as customer-validated concepts and designs, market-driven competitive differentiation, clear alignment with customer outcomes and Helpshift goals, and product plans committed to the development pipeline for product execution.
• Refine and refresh product roadmap and optimise the product pipeline by leveraging deep domain knowledge of end users and customer service personas, a disciplined continuous discovery process, Product Council feedback and product usage data to solve our target users most pressing pains. Roadmap projects align with Helpshift s long-term product strategy, company goals, and GTM strategy. Prioritisation decisions are OKR-based and communicated with transparency on what and why decisions were made to cross-functional teams. Created a consistently flowing product pipeline that optimised on engineering capacity.
• Partner with engineering, design, and product marketing to execute product development to meet/ exceed expectations for OKRs, user adoption and quality of experience. Measured on success of achieving stated OKRs while embodying our core values at the start of each subsequent quarter.
• Hire PMs with domain knowledge in customer service processes and the related users and experiences, and filled in GTM and technical gaps around in-app and web support, automation, mobile & messaging (within 3-6 months when budget allows). Hire A+ talent to expand the product team over next 12-18 months.
• Deliver on roadmap commitments on time and product KPIs within Helpshift s platform to ease customer onboarding and improve the user experience for key areas of user pain/friction.
• Achieve strong product market fit with a simple-to-use, but enterprise grade solution for our prioritized target user personas. Incorporated user-centered design principles to deliver a product that customers love, increasing product NPS by 10 pts.

About You:

• Domain Understanding - Ran product team in B2B tech space for commercially successful B2B product line. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must.
• Product Management Excellence - Led product for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS products users adopt. (7-10 years in PM leadership).
• Market Listening and Knowing the Customer - 3-5 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences.
• Leadership - Grew a team from 5 to 20 PMs, consistently hires A-players, and earns their loyalty and admiration - Ability to work cross-functionally to align and inspire. Led/influenced product, design, engineering teams from 40 to 200+.
• Problem Solving - Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking.
• Focused and disciplined: strong ability to prioritise, organise thoughts and organise the work in a structured and consumable way, strong goal-orientation, selective and doesn t get easily distracted.
• Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn t get bogged down by ambiguity or analysis paralysis.
• Strategic: Ability to see and plan for mid- and long-term, connecting priorities to the company/product vision and roadmap, and translating that to actions and priorities for product teams.
• Integrity : behaves consistently based on high moral standards, does the right thing, leads with intellectual honesty.
• Chasing excellence: goes to extraordinary lengths to deliver great outcomes, open to feedback and new ideas, personal improvement, always raising the bar. Can lift up the team as a result.
• Strong collaborator: high EQ and sense of empathy. Knows how to disagree-and-commit, can break down organizational barriers.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, colour, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.,

Keyskills :
product strategyproduct marketingproduct managementuser experiencecustomer servicecustomer intimacydesign thinkingservice processesdiscovery processuser adoption