Head of Product
Providing quality user support at every stage is one of our top priorities. We do a lot to develop products for both clients and support staff: implementing automation, studying user experience, and industry best practices. Now we want to strengthen the team with an experienced Head of Product, who will help implement the product strategy for the direction by managing three product teams.
What you'll do
- Manage 3 product managers and 3 development team leads in CX teams, ensuring the synchronization of their plans and the interconnection of initiatives;
- Be responsible for the execution of the already established product strategy and the achievement of key business metrics;
- Together with the teams, prioritize projects and manage focus in conditions of multiple parallel streams;
- Validate product managers' hypotheses and ideas, help delve deeper into analytics, metrics, and corner cases;
- Build a unified process of interaction between support products, operational support, and other company products;
- Aggregate large volumes of information, connect disparate parts into a coherent whole, and regularly synchronize teams.
What we expect from you
- At least 5 years of experience in product management;
- Experience managing multiple product managers in an environment with high process complexity and a large number of stakeholders;
- Strong systems thinking and ability to work with a large volume of information without losing the big picture;
- Strong analytical expertise: building metrics, validating hypotheses, controlling the quality of product solutions;
- Technical proficiency at the level of confident interaction with development;
- Interest in optimizing internal services and operational efficiency, not just customer-facing showcase products;
- Confidence, ability to substantiate and defend positions, act as a mediator between teams, resilience to a high volume of communication;
- Experience in Customer Support as a major plus.
How we work
- Anywhere in the world: we are not tied to location, we pay in dollars, we love to travel;
- Without bureaucracy: convenient, human-friendly processes, horizontal and open communication, fast discussion of ideas and decision-making;
- We compensate: health insurance, psychotherapy or foreign languages, sports activities, and sick leave.
