Sr. Technical Product Manager (Customer Experience)

About Care.com
Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we’re applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you.

Work Environment: This is a hybrid position - We have offices in Salt Lake City, Austin, & Dallas Texas

What Your Days Will be Like: 

In this role, you will be responsible for understanding the needs of our customers across the various user journeys so that you can lead the strategic planning, execution and improvement of solutions that provide our members with delightful self-service solutions and our agents with best-in-class customer service tools. The ideal candidate is able to pair customer empathy with data-driven insights to understand problems and lead the development of solutions. They act with a sense of curiosity and urgency, and can successfully motivate teams to deliver together. They should be flexible – able to jump from creating a product vision to immersing themselves in implementation details. They enjoy working on teams to do hard things.

What You’ll be Working on: 

• Mapping the customer journeys on both sides of the marketplace to identify the experiences that drive customers to seek support from our customer experience teams
• Challenge the status quo and inspire people toward a unified outcome that uses technology and data to accelerate and improve our community’s overall self-service experiences
• Simplify the agent user experience to ensure greater focus on resolving customer needs thereby improving agent productivity 
• Partnering across operations, design, engineering, business intelligence, marketing, legal, policy, and other product teams to identify opportunities for new and improved customer-service products
• Evaluate new product opportunities (both buy and build solutions) and bring forward proposals and influence to expand product and business capabilities with data and intelligent support experiences from the start
• Automated workflows for agents to streamline productivity and onboarding of new agents
• Conducting market research and competitive analysis to stay up-to-date with industry trends and best-practices in customer service products
• Create user stories and process maps to support the design, development and deployment of Salesforce powered solutions 
• Leading the development of solutions that reflect user needs, business objectives, and technical feasibility
• Defining product benchmarks and leading the development of dashboards that will provide telemetry into our impact on customer retention and NPS
• Continuously prioritizing your roadmap and project deliverables in an environment that changes significantly in short periods of time
• Taking initiative to drive quality improvements across different teams, even when you are not directly responsible for their features
• Setting up processes that will ensure your ability to deliver end-to-end products on-time in an extremely fast environment

What You'll Need to Succeed: 

• 4-6 years of product management experience with at least 3+ of those years in customer care and self-service product development
• Experience with customer support operations and processes, with a passion for enhancing the internal customers’ and external users’ experiences 
• Experience with multi-platform development (Desktop, Mobile Web, iOS/Android Mobile Applications)
• Experience with online help experiences, conversational AI, user personalization and prediction models
• Demonstrated ability to lead cross-functional teams, solve complex problems, and produce high-quality results
• Strong communication skills with the ability to garner support from CS Agents to senior leadership 
• Exceptional analytical and problem-solving skills, with a data driven mindset
• Ability to work in a fast-paced, agile environment
• Excellent oral and written communication skills
• Experience working for a tech company, preferably a consumer-oriented or marketplace service

____________________________________________________________________________

Company Overview: Care.com, an IAC (NASDAQ: IAC) company, was founded in 2006 on the understanding that quality family care is both a fundamental human need and a key driver of economic growth and empowerment. When children receive quality care in their critical formative years, they are on a path to achievement and success. Women disproportionately shoulder caregiving responsibilities, but when they have supports in place that enable them to work, our economy grows. When seniors receive quality care in their homes, healthcare costs decline with fewer hospital stays. When we have a strong caregiving workforce, all these things are possible.

Salary Range:  $140,000 - $170,000 The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).

#LI-HYBRID