About the role.
Reporting into the Head of Product, Care & Operations, the Lead Product Manager, Post Purchase Experience is responsible for a vertical within Jabra Hearing’s Product organization that supports our Care & Operations organization, with a focus on web and email channels, as well as their underlying platforms. In partnership with other cross-functional leads, this individual will define, scope, implement, measure and iterate on features that empower our external customers with more self-service tools while ensuring our internal customers can deliver a high-quality, efficient care & service experience.
What you’ll do.
- Partner closely with the heads of departments and other cross-functional stakeholders from key departments, including Audiology, Customer Experience, Finance, Fulfillment, and Sales; act as the trusted source for enabling the post purchase care experience for our customers, balancing operational impact with the growth goals of the business
- Work with the Head of Product, Care & Operations to provide input into a roadmap that is aggressive and achievable, proactively maintaining an active and groomed roadmap, prioritized primarily quantitatively
- Identify opportunities for continual process improvement and introduce tools to drive efficiency on our Operations teams and ensure a high-quality product
- Navigate the complexities of a diverse technology ecosystem to enhance the customer experience; develop and maintain a strong working understanding of each platform’s purpose, how they interact, and the potential downstream impacts of changes
- Partner with the Director of Product Management, Mobile to ensure we are driving customer retention and engagement across all our experiences
- Work independently and take full ownership of your tasks and deliverables while keeping your stakeholders informed and engaged along the way
- Act as a subject matter expert and central point of contact for your stakeholders and your team, which will require effectively translating complex and technical concepts into approachable content for a variety of audiences
What you’ll bring.
- 8+ years of experience with at least 4 years in business process optimization and automation
- Experience and a passion for hypothesis-driven product development and continuous discovery
- Versed in driving agile product development; experience partnering with design, data and engineering in discovery and execution, and leading prioritization, scoping and sprint ceremonies to effectively manage multiple project tracks
- Analytical chops and the ability to think creatively about how to get the data you need to best inform decisions & strategy
- Strong technical background; engineering or other professional experience that enables you to understand technical challenges sufficiently to help the team navigate potential roadblocks
- A strong sense of empathy for customers and internal users; able to approach problem-solving with a holistic perspective, developing solutions that go beyond solving the immediate need and deliver value for the organization as a whole
- Excellent collaboration skills; you work well with others towards shared goals, guide teams to manage conflicting points of view, and create an atmosphere of empathy and cooperation
- Exhibit exceptional verbal and written communication skills to effectively collaborate with stakeholders across the organization
- Experience with Iterable or similar type marketing communication tools is preferred
A sneak peek at our benefits.
- You’re worth it. Our compensation is competitive ($180,000 - $200,000 plus eligibility for an annual performance bonus), and our 401k plan includes matching up to 4%.
- Take care of yourself and your loved ones. We offer excellent medical, vision, and dental insurance, plus basic life and disability insurance, and contribute generously to it. Adding a new member to your family? We also provide 12-weeks paid parental leave.
- Rest and recharge. Whether you check out America’s natural treasures or just relax at home, enjoy your paid time off (employees can accrue up to 20 days of vacation time, approx. 8 days of sick & safe time, and are eligible for up to 9 company holidays annually). We encourage time off.
- Be well! Jabra Hearing offers a monthly wellness stipend to support you in prioritizing self-care - covering anything from gym memberships and fitness equipment to vitamins and spa visits.
