**You Will:** - **Define Product Strategy:** Develop the product strategy, roadmap, and prioritization for the entire support ecosystem, encompassing customer channel experience and automation to agent tools. - **Understand User Needs:** Gain a deep understanding of the needs of agents and customers to provide guidance to the Support Product team and ensure alignment with overall support goals. - **Collaborate with Customer Operations:** Partner with the Customer Operations team to achieve support objectives and enhance the overall support experience. - **Lead and Develop Teams:** Coach and develop a team of four Product Managers, fostering a collaborative and supportive environment while driving performance improvement across cross-functional teams. - **Partner with Peers:** Collaborate with peer Leads across various departments including Design, Client Engineering, Server Engineering, Machine Learning Modeling, Machine Learning Engineering, and Data Science. **Qualifications:** - **Extensive Experience:** Minimum of 12 years of product management experience, with a focus on product support at scale. - **Team Leadership:** Demonstrated ability to effectively lead teams, foster collaboration, and achieve organizational objectives. - **Attention to Detail:** Strong agency and attention to detail in driving product teams forward on a daily basis. - **Roadmap Ownership:** Experience in defining and owning a product roadmap with minimal guidance. - **Customer Empathy:** Proven track record of displaying strong customer empathy and shaping product direction based on customer needs. - **Resilience:** Ability to navigate and drive cross-functional product initiatives successfully, demonstrating resilience in the face of challenges. - **Problem-Solving Skills:** Strong strategic thinking, problem-solving, and logical structuring abilities. - **Comfort with Ambiguity:** Ability to thrive in ambiguous situations, independently test hypotheses, and solve problems without clear direction. - **AI Expertise:** Expertise and passion in AI, staying updated on the latest advancements and capable of integrating AI within customer support (bonus).