Senior Director Product Management

We’re partnering with a large global eCommerce business to hire a Senior Director Product Management / Vice President Product Management / Product Director who will lead the transformation of global customer support across all customer touchpoints.

You will shape the automated and human customer care experience across phone, chat, design live, social media, etc and lead a team of 10 Product Directors to build and execute your strategic roadmap that delivers a seamless omni channel experience.

The role will be remote based, although there is a preference to be based in London, Barcelona, Amsterdam or Berlin.

The Senior Director Product Management / Vice President Product Management / Product Director will:
-Create and lead the customer care experience, including all automated and human help products throughout the customer journey
-Build and lead the team to develop high-quality, user-centric, measurably impactful work
-Partner with leaders, stakeholders, PMs, operators, and engineers and have a direct impact on the future look and feel of customer care
-Manage large global roadmaps and prioritise across technology, customer support, and product teams
-Clarify and drive short-term project priorities and commitments as well as establishing and maintaining clear chains of project management and accountability
-Analyse opportunities, develop, and implement strategies and business plans to drive global growth

Candidates for the Senior Director Product Management / Vice President Product Management / Product Director role must have:
-Very strong experience as a Product Leader who’s build a world leading customer care capability in any sector, such as eCommerce, travel, holidays, consumer finance, media, entertainment, technology, telco, etc.
-Exceptional people management experience, leading leaders and building a diverse, high performing team
-Excellent written and verbal communication skills with the ability to present complex information in a clear and concise manner to a variety of audiences and senior executives
-A proven track record developing large-scale, high-quality, digital services
-Strong strategic aptitude, ability to define a winning business strategy and product road map, and execute complex development cycles
-Ability to lead, drive consensus and deliver in a complex global matrix organisation with multiple partners
-Expert in all aspects of product and the design of digital, consumer facing tools
-Ability to understand and discuss technical concepts, handle trade-offs, and evaluate opportunities with internal and external partners

Intelligent People is a specialist Product Management and Marketing Executive Search Firm, working with consumer and tech brands globally.

Find out more on how Intelligent People can help with product management executive search.