Product Manager - Customer Service Suite

• What’s my job title? Product Manager (Customer Service Suite) 
• Where in the world? You can work remotely from anywhere in the Netherlands, UK or India
• Working hours? For this role, you will operate within the Central European Time (CET) 
• What language(s) are required? Fluency in English 

MessageBird is transforming the way businesses communicate with their customers, and at the core of the platform, you will find our applications that cater to our customer needs. This includes the customer service suite, marketing suite and the operations suite.

As a Product Manager focussing on the Customer Service Suite, you will drive the vision, strategy, roadmap & execution of the customer service suite products like Inbox (agent workspace) and Chatbots (automation & deflection).  You will work closely with other product owners (Channels, Connectors, Onboarding, etc …) to develop the next generation features that’ll deliver superior customer experiences.

You will directly impact the revenue and gross profit of the company by helping grow the market share of the service suite products in multiple markets via various Go To Market motions. This is a high impact and a highly visible role that’ll demand strong product management chops, leadership skills and domain knowledge in customer service.

What You’ll Do

• You will be responsible for driving the strategy of the customer service suite working directly with the VP of Product, Service Suite.
• You will ruthlessly prioritize the core features that will accelerate the growth of the business by having a keen knowledge of the market, current customers and data.
• You will own the end-to-end execution of the customer service products, particularly the Inbox and develop features that help agents serve their customers in an efficient manner.
• You will work closely with other product teams that will act as internal customers, building the customer service functionality by integrating with other products like the Flow Builder, Studio and Chatbots
• You will play a prominent role in defining the messaging and positioning of the Inbox, alongside Product Marketing, and will work closely with commercial teams to enable bringing the product to market.
• Alongside engineering, you will ensure the products you own are available across the globe and are capable of handling high volume of traffic and throughput.
• You will be responsible for following market trends regarding the usage of the products you own, and crafting a strategy and roadmap that gives our customers the functionality they need to tap into the ever-evolving business messaging market.
• You will act as the voice of the customer in internal meetings, ensuring your colleagues understand customer needs, and the strategy as to how we’re going to meet them.
• Your strong stakeholder management helps you understand the priorities of your engineering, operations and business partners so that your roadmap has the right mix of platform and product priorities to support our value and growth goals.
• You will present in key forums both internally (All hands, Townhalls) and externally (Conferences, Panels) as a thought leader.

What You’ll Bring

• A minimum of 5 years experience in Product Management, having successfully delivered products in the market, increasing the market share.
• A minimum 3 years experience leading high tech engineering teams in the domain of customer service & chatbots
• You have a strong understanding of the customer service market - the agent workspace, automation, and omnichannel experience.
• You are a good communicator and a storyteller and can rally teams via influence and thought leadership
• You can make the tough decisions and be on customer calls to present our roadmap, and understand their pain points.
• You are comfortable with zooming-in (tactical) and zooming-out (strategic)
• You understand the world of Platforms, Ecosystems and APIs and can apply that understanding to build standout developer experiences.
• You have experience working closely with vendors, building on top of the functionality they give us access to, in order to bring a differentiated product to market.
• You have experience building highly scalable and reliable transactional platforms and communication solutions.
• You are insatiably curious and taking a look under the hood helps you learn and adapt.
• You have experience working in a fast-paced organisation with an agile product-engineering environment.

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