Head of Product
Support: ProductHigh-quality customer support at every stage is one of our top priorities. We do a lot to develop products for both our customers and support staff: implementing automation, studying user experience, and following industry best practices. Now we want to strengthen the team with an experienced Head of Product who will help execute the product strategy for the department while managing three product teams.
What you'll be doing:
- lead 3 product managers and 3 development team leads of CX teams, ensuring synchronization of their plans and interconnection of initiatives;
- be responsible for executing the established product strategy and achieving key business metrics;
- jointly with the teams, prioritize projects and manage focus amidst multiple parallel workflows;
- validate product hypotheses and ideas, assist in deeper analysis, metrics, and corner-case exploration;
- establish 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 picture, and regularly synchronize the teams.
What we expect from you:
- 5+ years of experience in product management;
- experience managing multiple products in an environment with high process complexity and a large number of stakeholders;
- strong systems thinking and ability to work with large volumes of information without losing the overall picture;
- advanced analytical expertise: building metrics, validating hypotheses, monitoring the quality of product decisions;
- technical proficiency sufficient for confident collaboration with development teams;
- interest in optimizing internal services and operational efficiency, not only customer-facing showcase products;
- confidence, ability to defend positions with reasoning, act as a mediator between teams, and resilience to high communication load;
- experience in Customer Support is a strong plus.
How we work:
- work from anywhere in the world: no location restrictions, salary paid in USD, travel-loving culture;
- no bureaucracy: efficient processes, horizontal and open communication, quick idea discussion and decision-making;
- benefits compensation: private medical insurance, psychotherapy or language courses, sports activities, and sick leave.