Senior Product Manager-Customer Empowerment

Mailchimp is a leading marketing platform for small business. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

As a Sr. Product Manager on the Customer Empowerment Team, you will own a product portfolio composed of products that tackle specific customer problems. This is the key role that “connects the dots” across the full customer journey in partnership with Design, Engineering, Marketing, Research, and Support. You will provide thought leadership and direction that drives customer experience and business goals. This full-time opportunity is fully remote with the option to be based in New York City, Atlanta, or the Bay Area. 

What you'll do here:

• You will develop a holistic strategy for building Customer Support services and experiences that solve key customer problems and deliver measurable contributions to business growth
• You will own the roadmap for a portfolio of products that includes the Mailchimp support chatbot, tutorials, support and sales CRM
• You will own the product discovery and development backlogs, regularly engaging with product leadership, product managers, and business stakeholders to groom priorities
• You will define key qualitative and quantitative metrics for the product portfolio, and monitor all experiments and releases in order to recommend further optimizations or course corrections
• You will analyze the competitive landscape and develop deep knowledge of customer needs, then seek to address opportunities through product development prioritization
• You will partner closely with Engineering and Product Design in conducting a continuous discovery process that establishes a clear product vision, success targets, and actionable requirements
• You will collaborate with Product Marketing, Customer Success, and Customer Support to establish a release strategy that drives product adoption
• You will regularly review portfolio roadmap progress with Senior Leadership Team to build consensus on portfolio priorities

We'd love to hear from you if:

• You have a Bachelor’s Degree or relevant work experience
• You have 5+ years delivering world-class software products in a Product Management role
• You have experience working on a small business product, marketing technology, or CRM 
• You have experience mentoring junior PMs, providing leadership and coachingDemonstrated experience managing the end-to-end product lifecycle for consumer or enterprise offerings

• You have the ability to develop and execute a successful product roadmap
• You have experience with Agile development and methodologies
• You have proven expertise leading cross-functional teams that together launch on-time and on-budget desktop, web or mobile software product offerings
• You have strong project management skills, including the ability to think and lead complex projects simultaneously
• You have successful history of delivering customer-driven products designed to create a great customer experience
• You have the ability to work across multiple teams and manage planning and dependencies
• You have prior experience with Support or Sales CRMs a plus
• SQL knowledge a plus 

How you’ll work:  Our Core Leadership Behaviors are the observable and measurable leadership actions and skills that contribute to our effectiveness and success in our roles at Mailchimp. They determine how we do our jobs and how we meet our goals, enabling us to bring out the best in each other and execute on our strategic plans to deliver for our customers.

• Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems. 
• Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
• Expecting the best: You hold yourself and others accountable to meet commitments
• Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
• Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
• Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
• Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
• Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service

Curious how hiring has shifted at Mailchimp due to Covid-19? Click here to find out more! 

​​Mailchimp is a founder-owned and highly profitable company headquartered in the heart of Atlanta with offices in Brooklyn, Oakland, Vancouver, and London with additional remote work locations available. Our purpose is to empower the underdog, and our mission is to democratize cutting edge marketing technology for small business.  We offer our employees an exceptional workplace, extremely competitive compensation, fully paid insurance benefits (for employees and their families), paid vacation, sick, and other leave, tuition reimbursement, and 401(k) matching.  We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed. At Mailchimp, we understand that experience comes in many forms. We don’t just accept differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Mailchimp also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.

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