Senior Product Manager - Knowledge Services

A Senior Product Manager - Knowledge Services at Toast is responsible for aligning business processes with technology to support our strategic objectives. This role involves collaborating with cross-functional teams, understanding challenges, translating business requirements into functional solutions, and ensuring timely delivery of high-quality products across our knowledge properties.

To qualify for the Senior Product Manager - Knowledge Services position at Toast, candidates should have over 7 years of Product Management experience, particularly focused on Customer Success and knowledge platforms. Additionally, demonstrated knowledge management best practices, experience with knowledge system technologies, and excellent communication skills are crucial.

The responsibilities of the Senior Product Manager - Knowledge Services at Toast include supporting business process improvements, collaborating with senior leaders, leading scrum teams for product development, analyzing metrics for KPIs, and driving product updates anchored in customer outcomes. This position is pivotal in ensuring the success of Toast's knowledge platforms.

Toast defines success for the Senior Product Manager - Knowledge Services by the ability to deliver feature-rich products on time, optimize processes, and improve customer experiences across various knowledge platforms. Success is measured through the effective collaboration with cross-functional teams and achieving meaningful metrics that reflect business impact.

The work culture for the Senior Product Manager - Knowledge Services at Toast emphasizes collaboration, inclusivity, and diversity. The company fosters a hybrid work model to promote in-person collaboration while valuing individual needs, ensuring everyone contributes to an empowering and innovative environment.

In this role, one of the biggest challenges is effectively balancing the diverse needs of various stakeholders while ensuring that the product vision aligns with strategic goals. It's important to prioritize tasks based on business impact and complexity, utilizing strong analytical and communication skills.

Prioritization should be based on both quantitative data and qualitative feedback. I recommend using frameworks like the MoSCoW method or RICE scoring, taking into account factors like user feedback, strategic alignment, and potential business impact when deciding which features to tackle first.

I have extensive experience with knowledge management technologies including Salesforce, LMS platforms, and community engagement tools. My approach involves assessing the integration of these tools, driving usage, and ensuring they meet both user needs and organizational goals.

Ensuring successful communication involves using a common language that resonates with both sides. I leverage storytelling to communicate technical needs in relatable terms and facilitate regular check-ins to allow for open feedback, ensuring all teams are aligned and informed.

Key metrics for assessing knowledge services include user engagement rates, resolution times, customer satisfaction scores, and the overall effectiveness of knowledge management practices. Tracking these metrics helps identify areas for improvement and validate the impact of implemented changes.

In a previous role, I encountered a major issue where key functionalities were underutilized by users. I conducted user interviews to gather feedback, analyzed usage data, and collaborated with my team to make necessary adjustments, resulting in a 30% increase in feature adoption.

Cross-functional collaboration is vital in product management as it ensures diverse perspectives contribute to the product vision. It enables effective problem-solving, fosters innovation, and aligns goals across different departments that directly impact the product's success.

In such situations, I prioritize gathering more context from each stakeholder to understand their perspectives. Facilitating a discussion can often reveal common goals and lead to a solution that satisfies as many parties as possible while remaining aligned with product objectives.

I actively engage with industry blogs, attend webinars, and participate in relevant workshops and conferences. This continuous learning helps me stay informed about emerging trends and technologies that can inform my work in product management.

I employ various methods to gather user feedback, including surveys, focus groups, and usability tests. I believe direct user engagement is critical to understanding their needs and making informed decisions about product improvements.