Senior Product Manager, Bots & Automation

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through a mobile-first approach that changes how conversations take place, moving the conversation away from slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with Brands on their own time.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 Senior Product Manager, Bots & Automation at Helpshift reporting to the Chief Market & Product Officer, you ll be responsible for delivering an innovative, simple, and differentiated product experience that Customer Service Operators love, adopt, and can t live without. Your goal is to deliver capabilities that can unlock efficiencies and productivity for our Operator (Admin role) persona while giving them the smarts and tools they need to deliver the right end customer help experiences. You ll be measured on achieving strong product-market fit for the Operator Experience measured by a 3X-4X increase in adoption & usage by Operators at the end of FY21 and a +10 points increase in NPS from Operator/Admin users. You ll be expected to achieve these goals by leveraging deep customer, market, and technology knowledge, and by practicing disciplined, user-centered product management that delivers product excellence.About the Role:

• Achieve strong product/market fit with a simple-to-use, but high quality solution for our Operator personas within our target ICPs. Incorporate disciplined customer discovery techniques and user-centered approach to product design, aligned to our focused GTM strategy. Deliver a 3-4X increase in operator adoption/usage by the end of FY21, and +10 points increase in NPS from Operator users.
• Effectively define product requirements by leveraging deep domain knowledge of Operator users, frequent customer validation throughout the PM life cycle (discovery, design, pre-sales, post-sales, adoption, usage, expansion, and renewal), Customer Advisory feedback, Product Council feedback and product usage data to solve Operator s most pressing pains. Effectively communicate OKR-based requirements to Engineering, collaborate well with Design, Development, and Quality through the entire product management life cycle, and provide ongoing visibility with proper expectation setting with internal stakeholders and customers. Measured by on-time delivery, low customer found defects/bugs, and increased adoption/usage by Operators.
• Create a well-informed vision and strategy for the Operator Experience and created/maintained differentiation with superior design and/or functionality that helps Operator achieve their OKRs. Drive the product roadmap for Operator Experience aligned to our market expansion strategy while maintaining customer happiness, measured by improved win rates against key competitors, such as Zendesk (25% increase in wins), in new/existing market segments while maintaining low churn (less than 10% of customers switching to a different helpdesk/Operator experience tool).
• Partner with product marketing, sales, and customer success to execute on growth and adoption of the Operator Experience and deliver on low cost of implementation and support. Measured by decrease in trouble tickets and zero/minimal CS implementation hours.
• Effectively manage customer issues and expectations through direct engagement with customers, sales, and CS to drive share roadmap, resolve product issues, and to deliver on product commitments on time and according to customers expectations.

About You:

• Domain Understanding : 6-8 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods and/or chatbot and automation technologies. Product management experience with B2B software is a must.
• Product Management Excellence : Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies.
• Market Listening and Knowing the Customer: 6-8 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.
• 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. Proven by track record of driving product led growth initiatives for commercially successful B2B SaaS companies.
• Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences.
• Ability to understand how to simplify customer journeys and product flows with a human-centered design approach.
• Demonstrated ability to drive projects in partnership with cross functional teams, drive quick iterations, testing, and learning.
• You are focused and disciplined with a 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.
• You are data-driven yet biased to action. You know where to find and how to use data to inform decision making. You can make decisions with imperfect/missing information, but take calculated risks based on information you possess. You understand the importance of speed and you don t get bogged down by ambiguity or analysis paralysis.
• You are highly strategic but can go deep. You have the 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.
• You operate with the highest degree of integrity. You behave consistently based on high moral standards, do the right thing, and lead with intellectual honesty.
• You constantly chase excellence and go to extraordinary lengths to deliver great outcomes. You re open to feedback and new ideas, personal improvement, always raising the bar. You can lift up the team as a result.
• You are a strong collaborator with high EQ and a sense of empathy. You know 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 marketingproduct designb2b softwareproduct developmentmarketingmarket expansiondeliveryproduct managementcustomer servicelife cyclesales