Staff Product Manager

Job Overview

Join the Small Business & Self-Employed Group (SBSEG) as the Senior Product Strategist for the Ecosystem Growth and Retention team.

We are looking for a customer-obsessed leader to create new experiences that will use the power of our ecosystem of products and people-based services to drive growth for the business and add value to our customer experience. This leader will create new service offerings to better address the needs of Quickbooks customers and to drive growth of the Quickbooks ecosystem. You'll partner with other functions including Expert Delivery and Design, Digital Experiences, Marketing, Sales, Expert Network platform, Product Management, engineering, Content & Design and Analytics to ensure we offer the full QuickBooks ecosystem value to customers in order to help them run and grow their business.

Responsibilities

• Continuously build deep empathy and understanding of our customers and experts, and find solutions to help solve their biggest needs
• Build our strategy and roadmap for our lineup of services. Influence cross functional teams to deliver roadmap.
• Enable experts to deliver more personalization in their interactions with customers
• Conduct research and in-market experiments to deliver data-backed recommendations for net new product and service experiences that enhance our customers’ Quickbooks journey
• Partner with Product, Research, Design, Marketing, Finance and Data teams in a highly matrixed organization to innovate and A/B test new customer experiences and influence the product/service roadmap for platform teams

Qualifications

• 7+ years of Customer Experience design and/or Product Management experience. Experience leading in a highly matrixed, cross-functional, and fast-moving environment to develop product/service experiences, and driving revenue and customer growth
• Strong quantitative acumen in understanding customer behavior. Experience in consumer segmentation and using design thinking and scientific methodologies to inform decision-making; A/B testing experience is a mandatory
• Experience leading cross-functional programs that focus on delivering measurable business outcomes and value. Has driven organizations through rapid growth and understands the criticality of operational excellence, with direct and dotted-line management.
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis, and recommendations
• Customer champion with demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). A strong track record of creating online experiences (from concept through production)
• Customer Service & Support Expert: demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
• Excellent verbal, written, and interpersonal communication skills
• Have the ability to roll up your sleeves and lead by example at both strategic and tactical levels
• BA/BS required; MBA strongly preferred ; Equivalent work experience considered