L2 Product Manager - I8 MAT Lead

About Super.com

We started Super.com to help maximize lives both the lives of our customers and the lives of our employees so that everyone can experience all that life has to offer.

For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About this team

The Product management team at Super.com is a high-performing and fast-paced team of product managers who are passionate about creating meaningful, impactful products that help our millions of customers experience more of what life has to offer.

We champion the three key pillars of successful products : data driven business outcomes, true understanding of who our customer is, and integration of magic.

We are guided by "truth-seeking", where our thirst for data driven decision making drives us to be correct rather than look good.

We debate, dig deep, collaborate, and work together to uncover what our customers and the business need, how to build it, when and why to build it, and then help guide the execution to see it come to reality.

If you’re looking for a place to be challenged, be data driven, experiment, and push product strategy forward, this is it!

A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully.

Responsibilities

Lead the MAT & Ceremonies - Be the accountable owner for the MAT, the outcomes, and the team. Lead sprint and MAT lead ceremonies where necessary for backlog grooming, sprint planning, and similar meetings.

Work with the GM on OKR updates and compiling results.

• Own the Roadmap & Outcomes - Work with the GM to craft longer term product strategy in ops and with the head of product to have a clear, aligned roadmap that you will be accountable for as well as its impact to the OKRs.
• Create and Lead PRDs & Experiments - Identify areas for new development, smoke tests, or signal, then start, lead, and complete various PRDs and Experiments so that execution and forward momentum is prioritized.

Partner with design, sales, ops, and analysts to get to the truth of the matter, then write clear specs with clear user stories so the engineering team knows what we’re building and why.

Project Management - Lead in the project management of the backlog. Help drive individual projects (as a project owner) and ensure the PRDs & Experiment projects in the pipeline are running smoothly, communicating with designers, engineers, and other stakeholders.

Handle intake of new requests from ops stakeholders, work with the GM to prioritize, and create a stack-ranked plan of action, and stay on top of it.

Build Data Driven Customer Empathy - Research, dig into UXR studies, listen to, and understand our customers and their needs along with the unique situations of our agents.

Actively use and engage with the chat, IVR, call, and other support methods to QA what we’re building and build empathy for the people who use our products on a daily basis.

Compile & Share Insights - Conclude experiments, gather insights, and share learnings with the ops team and your MAT teammates.

Proactively seek opportunities where we have insight gaps, and create smoke tests, experiments, and research that can get signal on the truth.

Partner Exploration & Adoption - Identify, vet, and onboard partners who can offer customer or agent service level enhancements beyond our internal and CCaaS capabilities.

Hard Requirements

• 3+ years in B2C product management or similar roles.
• Previous experience integrating SaaS (and ideally CCaaS) services into product from 0 to 1 and 1 to 10.
• Previous experience working directly with and sprint planning with engineering and design teams and having shipped products to market.
• Experience leading teams, running agile ceremonies, and project managing a roadmap with a multidisciplinary team.
• Experience building and iterating on MVP features and experience working with products in 0 to 1 stages and 1 to 10 growth stages.
• Excellent communication skills with immediate teams, engineers, designers, executives (written, oral, and presentational).
• Data driven analytical thinking, and back statements up with facts and examples.
• Ability to thrive in ambiguity with a strong bias for action.
• Humble, flexible, and willing to jump in on exciting, front-line projects and less glamorous tasks.

Soft Requirements

• Experience in Contact Center Omnichannel business (e.g. Gladly, Zendesk, Salesforce, Freshdesk, etc) either as a vendor or a practitioner of Omnichannel contact centers.
• Experience with chat, IVR, or phone services.
• Versed in AI automation and chatbot creation as well as usage of service creation tools.
• Experience with third party service or partner procurement and application.
• Background in data analytics.
• Good understanding of product management principles (e.g. Reforge, PMMC fit, etc).
• Experience working directly with Amplitude, Figma, Jira, Notion, Looker, and Google Suite.
• Background in consumer, travel, memberships, and / or fintech.
• Experience with UXR and customer, competitive, and market research.

We’ve got you covered

• Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets.
• We are remote first you have the flexibility to work from around the world and the hours that make sense for you so that you can do your best work while living life on your own terms.
• Other perks include : unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsite.
• We welcome new family additions with generous parental leave and a flexible return-to-work plan.
• This is just scratching the surface see our careers site for a more detailed overview of our perks & benefits.

$80,000 - $155,000 a yearAs part of our compensation philosophy at Super.com we benchmark roles based on geographic location.

The base salary range for this position is $80,000 USD - $155,000 USD .

We Believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.

J-18808-Ljbffr