What is the type of contract for this position?

The contract for this position is a Full-time contract

Is telecommuting possible for this position?

No, telecommuting is not possible for this position

Head of Product Operations job at Dixa

Dixa is a customer service platform that creates value for brands and customers in a conversational, friendly, and engaging way. We call it Customer Friendship™️ ?. Established in Copenhagen, Denmark in 2015, Dixa was founded on the principle that there must be a better way to do customer service, one that allowed the creation of value-driven experiences for customers as well as empowered agents to do more than solving tickets for the business. In February of 2021, the company acquired the Australian knowledge platform startup, Elevio, to empower agents as well as customers with AI-optimized knowledge base and contextual experiences.

Dixa has expanded globally within the first years since launch and now has 230+ employees in offices across Copenhagen, London, Chicago, Berlin, Tallinn, Kyiv, Tel Aviv and Melbourne. The company doubled its revenues YoY, and has raised more than $155 million in funding to date with backing from Notion Capital, Project A Ventures, SEED Capital and recently completed the Series C funding led by US-based General Atlantic.

About the Role

At Dixa, we view product operations as an accelerator for our amazing product teams, helping deliver more value to users faster. We’re looking for an experienced product professional to focus on process, tooling, strengthening product feedback loops, operationalizing products, and scaling product knowledge across the organization. You will report directly to the VP of Products at Dixa and will be given the opportunity and mandate to grow this new function and team.

What you will be doing

You will own and manage our product tech stack, including tools for roadmapping, prioritization, documentation, collaboration, testing, analytics, experimentation, user feedback, and knowledge (Productboard, Amplitude, Jira, Slack, Notion, Miro, Beamer, Elevio, etc…)
Evangelize best practices for tooling and help normalize and scale processes for discovery, development, validation, and rollout for features
Help measure the impact of our deliveries by working with our data analyst to maintain data integrity, cleanliness, and organization — and help provide data to necessary stakeholders across the organization
Work with our product management team to deliver more value through experimentation. Help design, sequence, implement, and keep track of product experiments and launch logistics
Partner with other teams across the organization and be the inter-departmental link that drives collaboration around product. Work closely with RevOps, DevOps, CS, marketing, sales, and leadership to identify areas for improvement, scale product knowledge, and to inform business decisions
Contribute to Dixa’s overall product strategy as a trusted advisor to our VP of Products along with our product and engineering leadership team — for example, by using data to advise on the product roadmap or supplying product health KPI’s to our executive team

Who you are

You’re an experienced Product professional and have done this before. SaaS and ProductOps experience is a plus, but you might be a process oriented PM looking for a new challenge
You have a track record of success defining and launching products that make a difference and create business value. You own your decisions and the outcomes you create
You are a team player, with a positive and energetic personality and the willingness to roll up your sleeves to get the job done. You lead by example and are a collaborator at your core
You thrive in a dynamic fast-paced environment where you feel your work is challenging and makes a difference. You have a great sense of vision and you bring others along for the ride
You are a skilled communicator and comfortable presenting to all levels of the organization, including both internal and external stakeholders — fluency in English (written and verbal) required

Please note!

The qualifications and experiences above act as a loose guide to what we’re looking for. We’d still love to hear from you if you have more or less experience, so long as the core skills can be demonstrated.

An equitable future.

Since the very beginning, we’ve been committed to building an inclusive culture. We are proud that people from all over the world have combined forces to give Dixa a universal perspective.

However, there are areas where we simply need to do better, and we appreciate that there are perspectives and experiences which many of us do not fully understand – yet.

We want our Dixaterians to bring their true selves to work, irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background. We’re committed to learning, growing, and educating ourselves on experiences outside of our own, because we believe everyone deserves an equitable future.

Dixa; the 30-second version!

Dixa is a Customer Friendship Platform. We’re hoping to replace traditional customer service tactics because we think that customer relationships should be personalised, engaging, conversational and feedback-driven. We want to help brands connect with their customers - much like the connection between friends.

We started out as four friends around a kitchen table, on a mission to radically change the customer service space, while building a people-first and values-driven culture from the get-go.

Now, we’re in scale-up territory, backed by incredible VCs (raising Series C in July 2021), and over 190 exceptional Dixaterians working with us in 4 offices (and remotely)?

This incredible momentum is fuelling our mission to once and for all eliminate bad customer service and create a world in which all people are welcomed by their favorite brands with the warm familiarity of a friend.?

What’s in it for you?

Of course, there are the standard things, like competitive salary and a decent pension plan, that includes life and health insurance. But, there’s also so much more, such as flexible working, autonomy, continuous learning, meaningful work, future planning (family health and retirement) and other bits & bobs (i.e. socials and food). You can find out more on our careers page!

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Head of Product Operations

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