Redwood City, CA30+ days ago
Define Product strategy, feature design, and technology approach; Define product strategy and KPIs that reflect progress; Drive progress on end-to-end process/workflow improvement across functions; Identify the root causes of issues and resolve them; Develop and implement self-service features that enable customers to manage their orders; Enhancing the self-service order modification framework and managing the chat and voice bot products; Identify pain points and opportunities in the post-order experience through customer feedback, data analysis, and market research; Collaborate with customer service teams to ensure alignment between automated solutions and human support; Manage multiple stakeholders across the organization; Define and manage the product roadmap, setting of and continuously managing the right expectations with all relevant stakeholders including the senior leadership team; Establish and oversee the requirements definition process to ensure products will achieve desired outcomes of stakeholders and/customers; Proactively identify and resolve strategic issues that may impair the organization's ability to meet its strategic, financial, and technical goals. Must also have experience in the following: 3 years of professional experience driving full technical product lifecycle including integrating customer feedback into product requirements, driving prioritization and pre/post-launch execution; 3 years of professional experience capturing product requirements including stories, charting roadmap and documenting short and long-term customer use cases in product development workflow management tools; 3 years of professional experience utilizing agile development methodologies, including conducting sprint plans to continuously release product updates; 3 years of professional experience analyzing customer telemetry data in analytics tools, including Excel, and deriving actionable insights; 3 years of professional experience performing root cause analysis to develop machine learning algorithms to optimize the platform; 3 years of professional experience creating wireframes, prototypes and mocks using tools, including PowerPoint and Paint; 3 years of professional experience performing stakeholder management.