Senior Product Manager at Hiver

Short Description:

The Senior Product Manager at Hiver drives product innovation for exceptional customer service via Gmail. Responsibilities include ideation, roadmap prioritization, user-centric development, and collaboration across teams. This role demands 7+ years' experience, entrepreneurial background, technical acumen, and a solution-oriented approach, aiming to revolutionize helpdesk solutions in a dynamic, customer-focused environment.

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Position: Senior Product Manager

Product – Product Management / FTE / Remote

About Our Company: Hiver is dedicated to providing teams with a straightforward solution for delivering exceptional, personalized customer service. Our customer service platform, integrated with Gmail, is designed to be intuitive, easy to learn, and enjoyable to use. Trusted by thousands of teams at globally recognized companies, Hiver enables the provision of attentive, empathetic, and scalable human service. We take pride in being a top-rated product on G2, consistently achieving high levels of customer satisfaction.

At Hiver, our commitment is to excel in every aspect of our operations. Our product resonates with customers, our content captivates a diverse audience, our customer service ranks among the industry's highest, and our sales team is dedicated to customer satisfaction as much as achieving targets.

We operate profitably and have secured backing from notable investors, with K1 Capital leading our most recent funding round of $22 million, preceded by support from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.

Opportunity: As a Senior Product Manager, you will play a pivotal role in shaping the world's first Gmail-based helpdesk, steering the product roadmap to new heights. Your responsibilities will include deeply understanding our customers, prioritizing and translating pain points into detailed stories, and overseeing their implementation. A key aspect of the role involves delving into our competitive landscape and understanding our distinctive approach to problem-solving. With your experience, you will have substantial ownership in defining and measuring the outcomes of your contributions. This opportunity is ideal for a seasoned product professional to make a lasting impact, influence the product's future, and revolutionize the landscape of helpdesk solutions.

Responsibilities:

1. Ideation: Identify problems to address based on customer pain points and stakeholder input. Prioritize ideas with well-articulated problem statements and innovative solutions, supported by thorough market and competitive research.

2. Prioritization and Balance: Juggle customer demands for value, stakeholder expectations for speed, and engineers' pursuit of perfection. Create a balanced roadmap that optimally utilizes scarce resources.

3. Product Development: Develop comprehensive and concise product specifications, starting with the "why." Collaborate with cross-functional teams of architects, engineers, and designers to ensure successful product delivery, overseeing scope, schedule, and quality.

4. User Delight: Enhance Hiver's product capabilities by incorporating elements of delight. Focus on minimal effort user experiences, zero cognitive load, pleasing design elements, clever copywriting, and meticulous attention to detail.

5. Collaboration: Work closely with cross-functional teams, including marketers, support engineers, and customer success managers. Ensure maximum reach and implement product changes that drive signups and enhance conversions. Promote transparency and educate stakeholders rather than merely informing them.

6. Measurement: Define intended outcomes before initiating any development. Validate the achievement of outcomes post-implementation, leveraging analytics tools, customer feedback, and success indicators.

7. Iteration: Iterate on the above processes, continuously refining and improving.

Qualifications:

1. Experience: 7+ years of career experience, with a minimum of 4 years in product management, preferably in B2B SaaS.
2. Entrepreneurial Background: Startup or entrepreneurial experience is highly advantageous. Previous coding experience is required.
3. Technical Acumen: Understand technology platforms, integrations, and system design to collaborate effectively with engineering and technical leads.
4. Growth Project Experience: Demonstrated experience in growth projects involving experimentation, iteration, and strong analytical skills.
5. Analytical Skills: Utilize analytics tools, customer feedback, and success signals to formulate promising iterations.
6. Solution-Oriented: Ability to devise simple and intuitive solutions suitable for Do-It-Yourself products like Hiver.
7. Customer Understanding: Deep understanding of customer journey mapping, user segmentation, and targeting strategies.

 Please click here to apply.