Director, Product

Helpshift, a leader in digital customer service, is changing the way enterprise companies provide customer service, through a revolutionary approach that combines messaging, automations, and state-of-the-art AI, to create amazing customer support experiences at high scale. Companies such as Xfinity Home, Microsoft, Tencent, Supercell along with hundreds of other leading brands use the Helpshift platform to provide customer service to well over 820 million active monthly consumers. As Director of Product at Helpshift, you’ll have the opportunity to create and evangelize a product vision, strategy, and the solution that will enable B2C brands to provide the next generation of digital customer service. We’re looking for a Product leader who is able to take big, ambiguous product problems and leverage data and relevant experimentation frameworks to develop effective solutions. You will work closely with customers, sales, and product marketing teams at our San Francisco Headquarters and partner with engineering and design teams in Pune office to bring these innovations to market .

Responsibilities:

• Create a product culture which is based on continuous product discovery and experimentation driven product execution
• Evangelize and articulate the product vision, product strategy and product prioritization to the leadership and overall organisation
• Analyze and understand market trends, competitive landscape and customer needs and preferences to develop industry leading products
• Drive a data-centric approach to product development and establish success metrics to measure the effectiveness of product launch and a successful product adoption
• Collaborate with sales, marketing, customer success, and operations teams to gather critical insights and integrate these insights into product development
• Demonstrate a strong bias to action and promote diversity of thoughts and viewpoints within the product team
• Grow and support a talented team who embody Helpshift’s values, have fun together, and take pride in building wonderful products

Qualifications:

• Bachelor's Degree in a relevant field (accounting, business, or computer science); MBA desirable.
• 7+ years of total product management experience
• 3+ years of proven leadership experience (at a Director+ level) managing and growing a strong PM team .
• Strategic product mindset with a track record of identifying new opportunities in a changing technical and market landscape
• Strong communication, influence and cross-functional collaboration skills; able to create clarity and drive focus in complex and dynamic context
• Experience integrating UX research, design and product thinking in an agile environment.