Senior Product Manager, Messaging Orchestration

Product Managers at Klaviyo have mastered the craft of Product Management. They are highly-skilled practitioners, who have been directly responsible for driving significant business outcomes. At Klaviyo, you’ll work in the kind of high-growth environment that offers unlimited potential. The potential to be a driving force that achieves even greater business outcomes, and the potential to coach and mentor the next generation of Product Managers. Klaviyo’s fast growth will ensure that opportunities abound. Please note that this role is located in Boston and requires 3 days/week on-site in our offices. Fully remote candidates will not be accepted at this time.

About this team:

Klaviyo’s messaging platform powers billions of email messages and hundreds of millions of SMS messages and push notifications daily. By working alongside a team of talented Product Managers, Engineers, and Data Scientists in the messaging space, you'll play a key role in ensuring that our platform can meet the accelerating growth and scale requirements of our customer base, while enabling the addition of future messaging channels. 

As the Senior Product Manager of Messaging Orchestration, you will lead the teams responsible for enabling message rendering, personalization, and sending from Klaviyo’s platform to our customers’ end recipients. You will be responsible for understanding existing internal patterns around message lifecycles across all channels, as well as platform enhancements that would enable future customer use cases. You will take ownership of Klaviyo’s home-built engagement tracking service, which enables timely & accurate reporting for Klaviyo customers across all channels, and collaborate with the APIs team to make Klaviyo’s offering more robust for users leveraging programmatic sending. 

This role requires strong Product sense, technical orientation, and cross-functional work experience to navigate roadmaps and coordinate releases across several teams. In addition to being comfortable engaging with Engineering to understand and help make decisions on technical tradeoffs, the ideal candidate will also operate with a business-oriented mindset to identify and build cases for new revenue-driving SKUs that can unlock customer use cases and move Klaviyo’s overall messaging platform forward. You must be comfortable operating in and overcoming ambiguity to clarify opportunities and deliver impact. 

How you'll make a difference:

• Develop a deep understanding of the discrete components of Klaviyo's message sending pipelines, as well as the lifecycle of any given message, across all channels.
• Develop a feature roadmap to merge business demands with technical needs, spanning Product, Engineering, and the Go-To-Market organization to derive a top-down priority across functions, as well as modeling associated impact measurement for each feature. 
• Become the business-facing representative for the Unified Channels Platform, delivering and maintaining documentation, communicating technical constraints, and identifying business opportunities that can be unlocked with further platform progress.
• Define a strategy around improving Klaviyo’s Engagement Tracking service, including a re-examination of how Klaviyo identifies and provides customer toolsets around non-human interactions (NHIs) in messaging analytics & attribution. 
• Identify, size, and formulate strategies to alleviate messaging pipeline bottlenecks leveraging our internal pipeline analytics service; prioritize incremental observability and granularity wins as needed.
• Take ownership of Klaviyo’s Smart Sending feature set, collaborating with the Data Science team to enable model-driven messaging outcomes and redefine how Klaviyo helps its customers maximize ROI for marketing messaging without inundating their customers. 
• Drive programmatic parity of Klaviyo’s messaging feature set across channels through partnership with the APIs team.
• Partner with the Platform Anti-Abuse team, as well as across Channel messaging teams, to standardize patterns of abusive content checks, as well as relevant observability, within Klaviyo’s messaging pipelines. 
• Partner with Product Management peers and Engineering counterparts across Channel Infrastructure to understand the pain points of onboarding new channels from recent stakeholder experiences, distilling insights into a framework to minimize friction for future channel onboarding.

Who you are:

• A highly experienced Product Manager with over 5 years’ experience in a SaaS environment, with recent experience operating within one or more messaging ecosystems. 
• Comfortable with defining research spikes and requirements around customer-facing experiences, as well as back-end systems.
• Familiar with constraints and tradeoffs around message throughput and delivery (e.g. email deliverability and deferrals, SMS aggregation and throttling, etc)
• Experienced with working across multiple stakeholders across various functions in large scale, high priority projects where strong coordination and timely communication are valued at a premium.
• Experienced with API design across messaging and reporting use cases.
• Experience working alongside Data Scientists, including an understanding of tradeoffs between different model approaches, edge case handling, etc. 
• Comfortable asking difficult questions to eliminate ambiguity, and oriented towards defining and maintaining requisite documentation.
• A team player who can collaborate and build trust with engineers, designers, data science and other cross-functional teammates.
• Think creatively and approach problems with system-level thinking.

Nice to have:

• Direct experience scaling one or more messaging platforms, preferably an “owned” channel (e.g. Email, SMS, or Push).
• Experience working within one or more of the following messaging channels: Email, SMS, Push, WhatsApp.
• Experience working directly, or with Engineers, to build net-new APIs – including necessary guardrails to prevent unintended usage / abuse.
• Experience with webhook-driven event reporting and/or message engagement tracking.