L2 Product Manager - I8 MAT Lead
Company: Livesuper
Location: San Francisco
Posted on: October 29, 2024
Job Description:
About Super.comWe started to help maximize lives-both the lives
of our customers and the lives of our employees- so that everyone
can experience all that life has to offer. For our employees, our
promise is that Super.com is more than just a job; it's an
opportunity to unlock one's potential, where learning is celebrated
and impact is realized.We are more than a ; we care about our
people and take career progression seriously. This is your career
and our aim is to supercharge it that fuel who we are.About this
teamThe Product management team at is a high-performing and
fast-paced team of product managers who are passionate about
creating meaningful, impactful products that help our millions of
customers experience more of what life has to offer. We champion
the three key pillars of successful products: data driven business
outcomes, true understanding of who our customer is, and
integration of magic. We are guided by "truth-seeking", where our
thirst for data driven decision making drives us to be correct
rather than look good. We debate, dig deep, collaborate, and work
together to uncover what our customers and the business need, how
to build it, when and why to build it, and then help guide the
execution to see it come to reality. We experiment routinely, and
look for insights from quantitative and qualitative data wherever
we can get it. We create the roadmap for where the product is
going, assess the impact it has on our customers and business, and
ensure is a world class product loved by millions of people. If
you're looking for a place to be challenged, be data driven,
experiment, and push product strategy forward, this is
it!Responsibilities
- Lead the MAT & Ceremonies - Be the accountable owner for the
MAT, the outcomes, and the team. Lead sprint and MAT lead
ceremonies where necessary for backlog grooming, sprint planning,
and similar meetings. Work with the GM on OKR updates and compiling
results.
- Own the Roadmap & Outcomes - Work with the GM to craft longer
term product strategy in ops and with the head of product to have a
clear, aligned roadmap that you will be accountable for as well as
its impact to the OKRs.
- Create and Lead PRDs & Experiments - Identify areas for new
development, smoke tests, or signal, then start, lead, and complete
various PRDs and Experiments so that execution and forward momentum
is prioritized. Partner with design, sales, ops, and analysts to
get to the truth of the matter, then write clear specs with clear
user stories so the engineering team knows what we're building and
why. This would include assessing current and future vendors
capabilities and APIs and how our partners can help us thrive in
the future.
- Project Management - Lead in the project management of the
backlog. Help drive individual projects (as a project owner) and
ensure the PRDs & Experiment projects in the pipeline are running
smoothly, communicating with designers, engineers, and other
stakeholders. Handle intake of new requests from ops stakeholders,
work with the GM to prioritize, and create a stack-ranked plan of
action, and stay on top of it.
- Build Data Driven Customer Empathy - Research, dig into UXR
studies, listen to, and understand our customers and their needs
along with the unique situations of our agents. Actively use and
engage with the chat, IVR, call, and other support methods to QA
what we're building and build empathy for the people who use our
products on a daily basis.
- Compile & Share Insights - Conclude experiments, gather
insights, and share learnings with the ops team and your MAT
teammates. Proactively seek opportunities where we have insight
gaps, and create smoke tests, experiments, and research that can
get signal on the truth.
- Partner Exploration & Adoption - Identify, vet, and onboard
partners who can offer customer or agent service level enhancements
beyond our internal and CCaaS capabilities.Hard Requirements
- 3+ years in B2C product management or similar roles.
- Previous experience integrating SaaS (and ideally CCaaS)
services into product from 0 to 1 and 1 to 10.
- Previous experience working directly with and sprint planning
with engineering and design teams and having shipped products to
market.
- Experience leading teams, running agile ceremonies, and project
managing a roadmap with a multidisciplinary team.
- Experience building and iterating on MVP features and
experience working with products in 0 to 1 stages and 1 to 10
growth stages.
- Excellent communication skills with immediate teams, engineers,
designers, executives (written, oral, and presentational).
- Data driven analytical thinking, and back statements up with
facts and examples.
- Ability to thrive in ambiguity with a strong bias for
action.
- Humble, flexible, and willing to jump in on exciting,
front-line projects and less glamorous tasks.Soft Requirements
- Experience in Contact Center Omnichannel business (e.g. Gladly,
Zendesk, Salesforce, Freshdesk, etc) either as a vendor or a
practitioner of Omnichannel contact centers
- Experience with chat, IVR, or phone services.
- Versed in AI automation and chatbot creation as well as usage
of service creation tools.
- Experience with third party service or partner procurement and
application.
- Background in data analytics.
- Good understanding of product management principles (e.g.
Reforge, PMMC fit, etc).
- Experience working directly with Amplitude, Figma, Jira,
Notion, Looker, and Google Suite.
- Background in consumer, travel, memberships, and/or
fintech.
- Experience with UXR and customer, competitive, and market
research.We've got you covered
- Competitive salary packages, equity options, great benefits
from day one, wellness budgets, as well as personal and team-level
development budgets.
- We are remote first - you have the flexibility to work from
around the world and the hours that make sense for you- so that you
can do your best work while living life on your own terms.
- Other perks include: unlimited PTO, recharge days, travel
discounts on SuperTravel, Weekly UberEats credit, annual company
offsite.
- We welcome new family additions with generous parental leave
and a flexible return-to-work plan.
- This is just scratching the surface- see our for a more
detailed overview of our perks & benefits.$100,000 - $205,000 a
yearAs part of our compensation philosophy at we benchmark roles
based on geographic location. The base salary range for this
position is $100,000 USD - $205,000 USD.We Believe in Equal
OpportunityWe are an equal opportunity employer and value diversity
at our company. We do not discriminate on the basis of race,
religion, color, national origin, gender, sexual orientation, age,
marital status, veteran status, or disability status.Accommodations
are available on request for candidates taking part in all aspects
of the selection process. If needed, please notify our Talent
Acquisition Partner.
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Keywords: Livesuper, Fairfield , L2 Product Manager - I8 MAT Lead, Executive , San Francisco, California
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