Director of Product Management

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience.  Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Away Travel, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.  In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

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 growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role

At Kustomer, we are obsessed with creating and delivering exceptional experiences for our customers by achieving their business goals through our AI-driven platform. The Director of Product Management delivers the vision and roadmap for what customer service can achieve across our industry.

This strategic and experienced hands-on leader  will guide the PM function to design and deliver world-class product experiences for current and future customers. We seek to understand our customers’ deepest needs and provide simple, valuable solutions. The  PM team ensures end-to-end platform adoption and satisfaction, is a driving  force of revenue retention and growth and enables high customer satisfaction.

The ideal candidate will have a proven track record in product management leadership,, a deep understanding of building SAAS products, and a strong ability to translate market insights into successful product strategies. Kustomer sets the bar for the customer service industry - you can be the product leader who brings this vision to life. 

Please note that this leadership role requires you to be comfortable with working in-person at our NYC hybrid space (located near Times Square) a few days per week. 

You'll be responsible for: 

• Product Strategy and Vision:

  • Develop and communicate the product vision and strategy to all stakeholders.

  • Align product strategy with the Kustomer's business goals and customer needs.

  • Conduct competitive analysis and market research to inform product direction.

• Leadership and Team Management:

  • Lead and mentor a team of product managers and related staff.

  • Foster a collaborative team environment that encourages innovation and continuous improvement.

  • Define challenging goals for the product management team to drive scaling of Kustomer’s platform to enable significant revenue growth

• Product Development Lifecycle:

  • Oversee the product development process from ideation through launch and iteration.

  • Ensure products meet quality standards and customer satisfaction goals.

  • Invest in a deep understanding of the marketplace and use that knowledge to drive strategic change and efforts within Kustomer 

• Stakeholder Collaboration:

  • Work closely with engineering, marketing, sales, and customer support teams to ensure product success.

  • Address stakeholder feedback and incorporate it into product development.

• Analytics and Performance:

  • Analyzing quantitative and qualitative customer feedback to drive improvements in the quality of our service and overall customer satisfaction

  • Use data-driven insights to make decisions and iterate on product features.

  • Report on product performance to executive teams and board members.

• Customer Engagement:

  • Engage directly with customers to gather insights and feedback.

  • Develop customer relationships to ensure retention and satisfaction.

  • Incorporate user feedback into product enhancements and iterations.

Your qualifications:

• 15+ years of experiencing leading the product roadmap - both strategy and execution - in a high-growth SaaS business

• 3-5+ years of experience as a first-line people manager, leading product management teams to attain ambitious organizational goals

• Experienced a fast-growing SaaS company, preferably in the Contact Center/ Customer Experience domain

• Your approach to customers starts with actionable empathy and is supported by data-driven insights about their business strategy

• Demonstrated experience attracting and retaining outstanding talent to assemble and motivate high-performance teams

• You are comfortable with some travel to customer sites

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a 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.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.