Director of Product Management

Senior Level
New York
Product Management
100 - 500 Employees



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.

Your Responsibilities

  • 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.

Required Skills and Experience

  • 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

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