Senior Technical Product Manager (NYC)

Job Description

Senior Technical Product Manager About Kustomer Kustomer is THE omnichannel SaaS platform reimagining customer service through standout experiences with the most modern technology CRM has to offer. We exist not to resolve tickets but to help customers have phenomenal experiences. Kustomer built its platform with intelligent automation, and a unified support experience that enables companies to deliver effortless, consistent and personalized service to each and every customer.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're in the midst of explosive growth, and have no plans of slowing down. We welcome individuals who want to learn and be challenged every day.

Some fun facts about us, Kustomer is the core platform of some of the incredible customer service brands like Ring, Sweetgreen, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. We were founded in 2015 and are based out of NYC. The serial entrepreneurs who founded this business, Brad Birnbaum and Jeremy Suriel, led Kustomer to raise over $173.5M in venture funding, with some of the most amazing VCs behind us including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

It gets even more amazing - Kustomer is thrilled to announce we have signed a deal to be acquired by Meta. We are currently operating independently until closing. This is an incredible opportunity to join our fast-growing team and be a part of this once in a lifetime experience. Check out this article for more details on this amazing adventure!

About the Role

As a Senior Product Manager at Kustomer, you’ll be part of organizing feedback from our customers, our marketing, our sales, and our customer experience departments into a clear, well-defined product roadmap for our design and engineering teams to execute on. Your role is the nexus of our product. You will own features from end to end and be responsible for them getting to DONE.

You'll be responsible for:

• Partnering closely with Kustomer’s Product/Executive leadership to execute the product roadmap
• Collaborating with and coordinate efforts across functions and teams, including Engineering, Design, QA, Client Services, and Product Marketing
• Owning the planning of sprints, and delivery of the product backlog by defining user stories and acceptance criteria.
• Advocating for the customer and their needs, understanding the product gaps and putting together plans to make our customers’ lives easier
• Measuring product efficacy by optimizing data gathering strategies to make data driven decisions against our roadmap
• Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems

Your qualities:

• You have at least 4 years experience working within a Product org, with a SaaS company.
• You have experience using or extensive interest/understanding in machine learning
• You’ve been in a product manager role before and know the challenges of managing multiple groups and personalities
• You’re comfortable having a perspective and working towards clearly defined solutions
• You’re comfortable getting into very technical / developer focused topics and dealing with developers as your end user
• You have an eye for elegant design and believe in “thinking for the customer”
• Ownership comes naturally to you and you like being responsible for multiple large projects
• You’re concise in your communication and can articulate complex technical concepts to people of different backgrounds
• You’re passionate about learning, always seeking out the latest technologies and market trends
• Ideally you’ll have domain knowledge of Customer Experience / Customer Support / CRM
• An understanding of messaging landscapes and experience with native mobile applications

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.