Product Manager - Customer Experience

Bengaluru, Karnataka, India | Product | Full-time

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MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.

Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, and Bigbasket use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!

Our vision is to build the world’s most trusted customer engagement platform for the mobile-first world.

We have top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.

 

At MoEngage, we are passionate about our team and technology . We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class team.

 

Role

As a Product Manager for MoEngage Customer Experience, you will be responsible & working on delivering a industry-leading Product support experience for our customers.

You will help identify product opportunities, launch products (external and/or internal), documentation, SOPs and policies that result in delivering a delightful customer experience.

 

Charter would include  

  • Analyze customer queries/issue to identify, prioritize & solution the recurring, most-important, and urgent ones. 
  • Create products for Support automation, issue self-debugging, identify the most common issues being faced by customers, and develop the right solutions for them
  • Build & launch products and features that solve customer problems and help them to achieve more from MoEngage’s products e.g. Improve customer Knowledge base for customers & customer-success teams to help them solve issues better/faster
  • Synthesize and drive product inputs from interactions with customers, CX stakeholders, competitive insights, and market trends; build and manage an actionable product roadmap
  • Collaborate with engineering, customer success, support, and design teams to ensure alignment on roadmap, prioritization, product delivery and internal/external adoption
  • Write detailed product requirements and end-to-end use cases with effective user stories for engineering & design teams
  • Assess current competitor offerings, seeking opportunities for differentiation

 

Knowledge, skills & experience:

  • 2-4 years in software product management with a consistent record of timely and quality delivery of software products; Overall 3-5 years of experience
  • Ability to identify short-term fixes/hacks, and automation opportunities to avoid creating a large backlog
  • Create a large picture view for tickets across customers, so that we identify & solve the core problem rather than solving each ticket individually
  • Understanding of B2B SaaS products is a must
  • Basic understanding of software-technologies, SDKs, APIs, computer networks, software architecture
  • Experience in creating clear, detailed low-fi or high-fi mock-ups using Balsamiq, Figma etc
  • Experience on Product Management tools like JIRA, Confluence 
  • Effective prioritization with ability to juggle several initiatives and shift priorities as needed