Description
Compensation
The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The salary range for this role is $216K – $240K, which includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits.
Benefits include:
- Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
- Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
- 401(k) retirement plan with employer match
- Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
- Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
- 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend to fuel your professional growth
- Daily meals in our offices, and meal delivery credits as eligible
- Relocation support for eligible employees
- Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.
About the Team
The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
About the Role
As a Product Engagement Manager on the User Operations team, you will lead a team of Product Engagement Specialists responsible for ensuring smooth, successful product launches across internal and external teams. You’ll be the glue connecting product teams and support operations, equipping teams with the tools and knowledge needed to support new product rollouts.
You’ll build scalable feedback loops that capture the voice of the user and translate insights into actionable product improvements, and ensure that frontline teams have the knowledge and skills to deliver accurate, delightful customer interactions at scale.
Responsibilities
- Lead a team coordinating product launches across internal and external teams, ensuring seamless execution and support readiness.
- Set the team’s strategy and priorities, translate them into clear goals and quality standards, and allocate capacity to deliver against them.
- Build a high-performing team through ongoing coaching, feedback, development, and performance management.
- Build scalable feedback loops between support, Product, and Engineering so customer insights inform product development and strategy.
- Advocate for users by representing their needs and pain points in product and engineering discussions.
- Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines.
- Monitor post-launch performance and gather support data to assess product impact and inform improvements.
- Document and standardize launch procedures to make them repeatable and scalable.
- Identify launch risks and propose solutions that minimize disruption to customers.
- Report on feedback-loop performance, including key insights, trends, and recommendations for the product roadmap.
Requirements
- Experience leading product enablement or launch-readiness functions at scale, particularly in a customer support environment.
- Experience shipping tooling or automations that reduced manual work and scaled beyond a single team (workflows, dashboards, scripted automation, lightweight pipelines).
- Experience in product management with automation and tool development, using metrics and feedback to improve decisions and processes.
- Build strong cross-functional relationships with Product, Engineering, and Operations teams.
- Passionate about customer advocacy and translating customer feedback into strategic product insights.
- Highly organized and able to manage multiple projects with competing deadlines.
- Communicate technical concepts and customer pain points clearly to diverse audiences.
- Take ownership of initiatives from ideation through implementation and post-launch analysis.
- Thrive in a fast-paced environment with shifting priorities.