Overview
Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.
We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.
We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.
At Medallia, we hire the whole person.
The Role and Team
We are seeking an experienced Senior Product Manager to lead product innovation of our Contact Center Scheduler application. The ideal candidate will drive the strategy, development, and growth of our Mindful Scheduler product and associated features, ensuring that they meet the evolving needs of our customers and partners, and maintain our competitive edge in the market.
As a Senior Product Manager, you will own and define the product roadmap for Medallia's Mindful Scheduler application, enabling brands to balance demand for live customer service with contact center capacity. Mindful Scheduler connects customers with some of the world's largest and most customer-centric brands and you will be joining at a pivotal moment in the product's lifecycle. You will lead efforts defining the product vision and requirements for the what, why, and where of Mindful Scheduler and contribute extensively to our broader contact center strategy within the Medallia product portfolio.
Finally, you will collaborate with other product and engineering leaders to ensure our products support our vision, to empower organizations to deliver on their promises. This role is best suited for someone with a strong technical and product management background who is passionate about defining and delivering applications that enhance customer and employee experiences at scale.
Responsibilities
- Drive product strategy and delivery of the Mindful Scheduler application, as part of our overall contact center strategy, including front-end interfaces, admin applications and developer tools.
- Define a feature group including managing product development processes, including betas, for the functionality of the feature group.
- Develop detailed requirements, design and engineering estimates to formulate plans and timeline of delivery.
- Manage product backlog and scrum team.
- Provide leadership and guidance to engineering teams, and partners with Engineering leads/directors to manage functionality, achieve product KPIs and guide the design and implementation of solutions.
- Define and own the 12+ month feature roadmap to drive priorities while considering both value creation and cost to create value.
- Effectively work cross-functionally and collaboratively with peers in PM, Design, and Engineering to take products/features to market and drive success.
- Partner cross-functionally with other teams such as senior leaders, sales, product marketing, and client delivery teams to ensure their objectives are met, inputs and feedback are considered, and plans communicated.
- Participate in building a company culture of best practices and shared knowledge among colleagues and communities.
- Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
Qualifications
Minimum Qualifications
- Bachelor's Degree in science, engineering or related quantitative field, or equivalent experience.
- 5 years of product management experience leading strategic vision and delivering product roadmap.
- Demonstrated experience building, launching, and scaling enterprise-grade solutions.
- Demonstrated business partnership experience communicating and collaborating with customers, prospects, and/or partners.
- Demonstrated experience driving cross-functional company initiatives across multiple departments.
Preferred Qualifications
- 5+ years of direct and hands-on experience bringing enterprise products to the market.
- Experience of the contact center technology market, including workforce optimization, interaction routing, and automation technology.
- Experience of consumer-facing applications with millions of users.
- Thought leadership, evangelizing, and public speaking experience.
- Outstanding communication abilities, capable of translating complex technical concepts.
- Experience with a Customer Experience Management Platform.
- Experience working in an agile development environment and familiarity with tools such as Productboard and Jira to write user stories and acceptance criteria in partnership with developers.
At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal- opportunity workplace and is an affirmative -action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at [Confidential Information]. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.
