Senior Product Manager, Mindful Feedback

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

The Role and Team

We are seeking an experienced Senior Product Manager to lead product innovation of our Contact Center IVR survey solution, Mindful Feedback. The ideal candidate will drive the strategy, development, and growth of our Mindful Feedback 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 Feedback application, enabling brands to collect actionable feedback from customers, act instantly on interactions that make a tangible difference, and create learning opportunities for the entire enterprise.. Mindful Feedback helps 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 Feedback 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.

• Drive product strategy and delivery of the Mindful Feedback application, as part of our overall contact center strategy, including front-end interfaces, admin applications and developer tools.
• Managing and executing on product development processes, including betas, for Mindful Feedback.
• Develop detailed requirements and designs in support of engineering estimates to formulate plans and timeline of delivery.
• Manage product backlog and scrum team.
• Provide leadership and guidance to engineering teams, and partner 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.

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, automation technology, and voice-of-customer (VoC) solutions.
• 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.
  

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $147,200 - $230,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

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 ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.