Product Owner, Customer Portal

About the Role

We are hiring a Product Owner to oversee the Customer Portal and self-service journey. You will be responsible for empowering our diverse set of customers to find the best resource that will solve their problem the quickest. You will be part of the Support Operations & Planning team, which is a group of software engineers, program managers, and data analysts. This team is responsible for processes, tooling, and efficiencies for a group of hundreds of Technical Support Engineers, and is also responsible for the customer experience when our users need help. On this team you'll have the opportunity to work on a wide range of diverse projects like creating a unified “front door” for Cloudflare support, building backend systems to provide proactive recommendations for our customers, creating automated debugging tools for our customer support team and building data analytics tooling that allows our business teams to understand our customer base better.

What You’ll Do

As the first Product Owner for the Customer Portal and self-service, your responsibilities will include:

• Own the vision for the Customer Portal and the overall self-service experience.
• Create a cohesive “front door” for the Customer Portal that is beneficial to a variety of types of users - free, enterprise, partner, etc.
• Be an expert on the domain, the market, the trends. Evangelize the vision constantly so all stakeholders are aligned, have context and understand where we are going.
• Represent the customer. Be the champion and voice of customers. Build intimate, personal customer relationships. Bring the customer's voice into the creation process.
• Manage the roadmap. Make tough tactical prioritization decisions while helping the company think long-term. Build trust with stakeholders by maintaining an understandable, accurate roadmap.
• Author use cases and prioritize requirements. Translate market observations and customer feedback into a prioritized product backlog. Author use cases based on specific real-world product applications and extrapolate detailed product requirements for the scenarios.
• Collaborate across teams. We win or lose as a team. Product owners play a critical role in creating alignment between engineering teams and other stakeholders. A collaborative attitude is essential to the job.
• Measure success. Own the measures used to define success for your product. Success measures must be defined at the inception of a product and tracked throughout its lifecycle. Make measures visible to all stakeholders and interpret them into actionable conclusions and new hypotheses.
• Develop new opportunities. With your finger on the pulse of the market, the customers and the engineering teams, you are uniquely positioned to bring new solutions and experiences to market that solve real customer problems.

Requirements

• Minimum 5 years of Product Ownership / Management experience.
• <building Customer or Support Portal — digitizing processes>
• Ideal / nice to have
• Strong visual design skills, 2+ years product/UX design experience.
• Demonstrated ability to lead, drive consensus, and ship products at a high velocity with multiple stakeholders.
• Must be able to define and manage complex process and/or product issues of a broad scope using independent judgment.
• Experience balancing execution, agility, and culture at a fast growing business.
• Strong technical abilities. You are intimately familiar with modern software development practices used to build and deploy applications and data systems. 
• Deep customer and stakeholder empathy. 
• Experience working with data analysis at scale. An understanding of how to make big data small.

Compensation

Compensation may be adjusted depending on work location.

• For Colorado-based hires: Estimated annual salary of $170,000 - $208,000.
• For New York City-based and California (excluding Bay Area) and Washington hires: Estimated annual salary of $191,000 - $234,000.
• For Bay Area-based hires: Estimated annual salary of $202,000 - $246,000.

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave