Product Manager, Kustomer

Product Manager, Kustomer
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Kustomer – now part of Meta – helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more. As a SaaS solution, Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omnichannel conversations, intelligent automation and easy, no-code customization to adapt to change. Kustomer’s Chat Team owns the Web and Mobile SDKs used by millions of people every month around the world. The mission of the team is to build the best chat messaging product in the market that enables businesses to quickly and efficiently resolve customer inquiries. As a Product Manager on the Chat team, you will 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. As a Product Manager on the Chat squad, you will work with your team and external stakeholders to ensure that the squad is set up for success and delivers impactful, measurable results, while facilitating continuous learning and improvement. You will participate in strategic discussions, and set an example for your team in building strong relationships within our Product, Business and Engineering teams.
Product Manager, Kustomer Responsibilities
  • Understanding business needs and creating insightful analysis helping product and business teams to make the right decisions regarding current and new products.
  • Collaborating with and coordinating efforts across functions and teams, including Engineering, Design, QA, Client Services, and Product Marketing.
  • Own 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 developing plans to make our customers’ lives easier when contacting a business.
  • 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.
  • Define KPIs, OKRs and conduct in-depth analyses of the impact of business decisions.
  • This position may involve handling sensitive personal data.
Minimum Qualifications
  • 5+ years experience in a product manager role working within a SaaS product organization.
  • Experience in a Product Manager role and you know the challenges of managing multiple groups and personalities.
  • Expertise in Excel or Google Sheets and have worked with SQL.
  • Experience working toward clearly defined goals and solutions.
  • Experience making decisions with an eye for elegant design.
  • Experience with a customer first approach.
  • Experience working with very technical/developer focused topics and dealing with developers as your end user.
  • Experience being responsible for multiple large projects.
  • Expertise in your communication and can articulate complex technical concepts to people of different backgrounds.
  • Experience learning, always seeking out the latest technologies and market trends.
Preferred Qualifications
  • Experience with native mobile applications.
  • Experience with the domain knowledge of Customer Experience/Customer Support/CRM.
  • Experience with messaging landscapes.
Locations
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
(Colorado only*) Estimated salary of $174,000/year + bonus + equity + benefits
*Note: Disclosure as required by sb19-085(8-5-20)
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