Head of Product (Director of Product)

United States
Posted 2 weeks ago

Job Title: Director of Product
Location: United States (Remote)
Experience: 8-10 + years of experience in a product management


OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of its power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft, and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunity for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/



Our Product Management team works closely with our Engineers to guide innovative products from conception to launch. As the Head of Product, you bridge the technical and business worlds, designing services and solutions that our enterprise customers and their customers love.  In this role, you’ll utilize strong product management expertise, team leadership skills, and creativity to fully integrate OnDemand Support Platform into enterprise customers. You’ll oversee the product roadmap and prioritization of functional backlogs across development teams, build and mentor the product management organization, and work with enterprise customers to identify market needs and measure the impact of upcoming and released products. In addition, you’ll drive cross-functional collaboration to ensure the work of the development team is aligned with and addresses the needs of the organization as we automate support for companies like Microsoft, AT&T, and Airbnb.

This is a leadership position, reporting to the GM of the business unit. You’ll work side by side with colleagues from Engineering, Sales, and Services, to name just a few. In this high-impact role, you will contribute to the mission of delivering innovative customer services at scale.


What You’ll Do:

  • Define, lead, and execute a cohesive product strategy
  • Manage, build, and inspire your product team to define and deliver innovative products on a rapid release schedule
  • Understand competition and identify market opportunities, build business cases, and define product vision and strategy for OnDemand’s expert-in-the-loop platform for launching and training virtual agents
  • Creatively resolve product and business challenges as they are identified using your product management skills and strategy
  • Share product strategy and vision with existing and prospective enterprise customers

What You’ll Bring:

  • 8-10 + years of experience in a product management and client-facing role
  • 3-4+ years of experience managing and hiring a product team in an agile / SCRUM environment
  • Proven experience ideating, planning, and delivering on a product strategy and roadmap
  • Experience working within Cloud, SaaS, and emerging cloud use-cases for web/mobile and enterprise companies
  • Experience working on enterprise products
  • Knowledge of machine learning and natural language processing (NLP) fundamentals
  • Understanding administration of CRM applications (Salesforce, Zendesk, Oracle, etc.)
  • Experience in a start-up / high-growth environment
  • Experience managing global teams and offshore development resources
  • BA/BS degree in Computer Science or equivalent practical experience

What You’ll Need:

  • Creative Thinking: you  think beyond requirements to help define a product customers didn’t realize they wanted
  • Strategy: you anticipate where the market is headed and can articulate your product vision
  • People Management: you mentor, manage, and inspire your team, setting them up for continued success and growth
  • Attention to Detail: you  consider edge cases in addition to main user flows and communicate requirements in a clear, articulate way
  • Project Leadership: you oversee the design and development of key product areas
  • Teamwork: you collaborate with product development teammates and other members of the company to generate better ideas than any individual could on their own
  • Communication & Listening: you collect input on requirements, feedback on design and definition in order to publish clear product requirements and release notes, and provide input on feature documentation and product marketing

Job Features

Job CategoryCSS OnDemand
Job Level5 - 10 Years
Experience8 - 10

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