Head of Product Management and Customer Experience

Seattle, Washington, United States · Product

Description

We are seeking an experienced leader to build out the Product Management and Customer Experience functions at The Gottman Institute. You will have the opportunity to determine the structure of your teams and hire a few new team members within the next year. This is a new role with a lot of autonomy as well as accountability. You will be responsible for evaluating current processes and establishing new processes you build from scratch.


ABOUT YOU

You have a decade or more of work experience in a variety of roles and types of organizations. You are likely a generalist but enjoy digging deep in areas that interest you—perhaps design, engineering, or data science. You are comfortable with complexity but truly enjoy simplifying processes and streamlining operations. You are obsessed with customer experience and can’t wait to build products and services that leverage experience data.


You have a positive attitude and believe customers and colleagues generally have good intentions. You have strong technical skills and design knowledge. You are comfortable with Agile methodologies and formal project management processes, but probably have adapted them to create your own good practices. You enjoy prioritizing work, and you’re comfortable saying, ‘no.’ As a leader, you focus on removing barriers for your team and serving them so they flourish. You’re independent and don’t need to be told what to do, yet you understand the value of seeking feedback and gathering information before making decisions that impact others.


Screening begins April 22, 2019. The Gottman Institute is an Equal Opportunity Employer.


POSITION SUMMARY

This senior leader is responsible for establishing and championing a customer experience centered culture throughout the organization. They will oversee the Product Management and Customer Experience functions. This leader will supervise direct reports and work collaboratively with cross-functional leaders and staff to develop a customer listening process that informs product and program development and management. They will own the strategy and roadmap for a portfolio of physical products, websites and software applications, including responsibility for the customer journey across web properties. They will lead data-informed projects to improve website and ecommerce experience.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:


Product Management


Customer Experience


Supervisory and Management


Vendor Relationship Management

Requirements

Recommended Skills, Knowledge and Experience


Qualifications

Benefits

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