Director - Product

Company: MyOperator

Location: Noida Sector 2

About Us:

MyOperator is a leading provider in the customer experience space, dedicated to transforming how businesses interact with their customers. We are seeking a strategic and visionary Customer Success Team Manager to spearhead our customer success department and drive impactful, long-term relationships with our valued clients.

Role Overview:

As the Customer Success Team Manager, you will be the strategic leader responsible for overseeing the entire customer success department. Your primary goal will be to design and execute customer success strategies that align with our company's business objectives, ensuring exceptional customer satisfaction and retention. You will lead a high-performing team of customer success professionals, identify process gaps, and implement innovative solutions to enhance the customer journey.

Requirements

Key Responsibilities:

Strategic Development and Execution:

Develop and implement comprehensive customer success strategies that align with MyOperator's business goals.

Set clear customer success targets and KPIs, establish processes and policies, and monitor key metrics to drive team and customer success.

Design and roll out programs that enhance customer experience, boost revenue potential, and minimize churn.

Team Leadership and Management:

Lead, mentor, and manage a team of customer success professionals, setting performance goals and providing ongoing coaching and feedback.

Conduct performance reviews and implement development plans to ensure team effectiveness and professional growth.

Customer Satisfaction and Retention:

Drive initiatives to maximize customer satisfaction and loyalty through proactive engagement, issue resolution, and the development of customer loyalty programs.

Analyze customer feedback and data to identify trends and areas for improvement, ensuring the team effectively addresses customer needs and concerns.

Operational Excellence:

Identify and address process gaps, implementing scalable solutions to improve the customer experience and operational efficiency.

Utilize data-driven insights to track progress towards success goals and inform decision-making.

Cross-Departmental Collaboration:

Collaborate with Sales, Marketing, Product, and other departments to ensure alignment with the company’s overall strategy and enhance the customer journey.

Share customer insights and feedback to drive product improvements and refine marketing strategies.

Recruitment and Training:

Oversee the hiring process for customer success professionals, ensuring the team is equipped to meet revenue goals and customer expectations.

Develop and deliver training programs to enhance team skills and knowledge, ensuring high standards of customer support.

Requirements:

Experience: 4-9 years of experience in customer-facing roles, including customer service, technical support, or sales, with a proven track record of managing and leading teams.

Leadership: Demonstrated experience in leading teams, setting strategic goals, and driving performance metrics.

Technical Proficiency: Strong understanding of technical concepts and the ability to communicate them effectively to both team members and customers.

Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with customers, team members, and stakeholders.

Analytical Skills: Proven ability to use data to drive decisions, optimize performance, and identify areas for improvement.

Strategic Thinking: Ability to develop and implement strategies that align with company goals and enhance customer success.

Why Join Us:

At MyOperator, you’ll be at the forefront of customer success innovation, leading a dynamic team and driving meaningful change. We offer a collaborative work environment, opportunities for professional growth, and a commitment to your career development.

Apply Now:

If you’re a strategic leader with a passion for customer success and a track record of achieving results, we’d love to hear from you. Apply today to join our team and make an impact at MyOperator!

About High Level:

Founded in 2018, HighLevel Inc. is a B2B SaaS Platform catering to Marketing Agencies. We aim to provide a comprehensive solution for marketing agencies, offering cutting-edge tools and seamless client service. Our diverse clientele includes digital marketing agencies, Ads agencies, SEO agencies, Call center/Sales agencies, and freelancers. We serve various niches such as real estate, dental & medical, local businesses, e-commerce, professional, and field services.

Our platform encompasses a wide range of products, including CRM, funnel builder, website builder, forms & surveys, WordPress hosting, email marketing, telephony, reviews management, omni-box communications, social media, invoicing & payments, and more. Currently, we support over 20,000 agencies and 220,000 small & medium businesses. Our remote team of 300+ professionals operates across 15 nations.

About the role:

We are seeking a talented and experienced Product Manager to join our team and drive the  development of our workflow automation capabilities.

Our Automation product serves over 120,000 monthly active accounts, automating more than 250,000 tasks per month through over 2 million executions. We aim to be the go-to automation platform that empowers individuals and businesses of all sizes to harness the full potential of automation and accomplish more in less time. As a PM, you will play a critical role in shaping the future of our product and SMBs in general.

As a Product Manager specializing in Workflow Automation, your role would involve overseeing the development and management of workflow automation products within the platform. You will work closely with cross-functional teams, including engineers, designers, marketers, and customer success to define, prioritize, and deliver innovative solutions that enable customers to streamline and automate their business processes.

Your roles & responsibilities:

Strategy & Vision:

• Establish the strategic direction and vision for High Level's workflow automation
• product features.
• Make informed decisions about product roadmaps based on market trends,
• customer needs, and competitive landscape.

Product Planning and Roadmap:

• Collaborate with stakeholders to identify and prioritize user requirements and feature enhancements.
• Collaborate with customers to identify their needs and current challenges, which would feed forward into the Product planning process.
• Develop and maintain a detailed product roadmap for workflow automation, aligning it with the company's overall product strategy and goals.

Requirements Definition:

• Conduct user research, interviews, and data analysis to gather insights and
• identify pain points.
• Translate user needs into clear and actionable product requirements, user
• stories, and acceptance criteria.

Product Development and Launch:

• Collaborate with engineering and design teams to ensure timely and high-quality
• product delivery.
• Plan and execute product launches, including creating go-to-market strategies,
• coordinating marketing efforts, and driving user adoption and engagement of workflow automation features

Stakeholder Communication:

• Communicate product plans, progress, and updates to internal teams and
• stakeholders, including executives.
• Act as a subject matter expert on workflow automation, providing guidance and
• support to internal teams and external customers.

Performance Monitoring and Analysis:

• Define and track key product metrics to evaluate product performance and drive
• data-driven decision-making.
• Monitor customer feedback and conduct competitive analysis to identify areas for What we’re looking for;
• improvement and address customer pain points.

Domain Knowledge: Strong understanding of workflow automation concepts, technologies, integration frameworks and market trends.

Technical background: Ability to comprehend technical specifications, APIs, and integration frameworks. Comfort working with developers and understanding their requirements and constraints.

Analytical Skills: Excellent analytical and problem-solving skills. Ability to use data and metrics to drive product decisions and measure product success.

Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate complex ideas and concepts to both technical and non-technical stakeholders.

Leadership and Collaboration: Strong leadership skills to drive the product vision, influence cross-functional teams, and work collaboratively in a fast-paced, agile environment.

User-Centric Mindset: Deep empathy for users and a strong passion for delivering exceptional user experiences.

Business Acumen: Understanding business models, market dynamics, and competitive landscape. Ability to align product decisions with business goals and drive product success.

Experience;

1. Minimum 2+ years as a Product Manager, preferably in SaaS, with expertise in workflow automation or related fields.
2. Bachelor's degree in computer science, engineering, business, or a related discipline.
3. Experience in building integrations for automation platforms (e.g., Zapier, Integromat, PabblyConnect, n8n) and familiarity with ETL pipelines or serverless/cloud functions are desirable but not mandatory.

Indicative Interview Process:

Please note that the sequence and number of rounds may vary based on candidature, interim feedback, and role requirements.

Step 1: Introductions & Exploratory Call, duration 30 mins

The step aims to introduce High Level to you and help answer questions about our Vision, Mission, & Roadmap and get to know you better!

Step 2: Product Round - Case study, duration 60 mins

This round assesses your product management skills and abilities across various dimensions, such as strategic thinking, process understanding, product judgment, and problem-solving.

Step 3: Tech Round, duration 60 mins

The goal of this is to understand your understanding of tech systems and your stakeholder management skills.

Step 4: Cultural Fitment Round, duration 60 mins

The goal is to assess cultural fit by discussing values, behaviors, traits, and other relevant aspects to ensure alignment between the candidate and the company's culture

Step 5: Compensation Communication, duration 30 minutes

This step focuses on sharing the offer details, including role, level, expectations, and compensation, based on previous discussions.

Why should you join us?

At HighLevel, we foster an exciting and dynamic work environment driven by a passionate team. We believe in a collective responsibility where no task is considered someone else's job. Our unwavering focus is on providing value to our users, and we achieve this by delivering solutions swiftly through lean principles, allowing us to bring products to market in a matter of weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high standard of innovation. We prioritise the well-being of our team, recognizing that by taking care of them, they can better serve our users. We embrace the concept of continuous and iterative improvement, understanding that progress is an ongoing journey. We are also a well funded & profitable company.

Join us at High Level, and you will have the opportunity to learn the intricacies of scaling a B2B SaaS startup and develop impactful products that cater to the needs of our customers.

Experience of atleast 9 + years in developing Java Solutions and Architecture

Mandatory Experience of working on AWS, Microservices architecture, Dockers, Kubernetes

Experience in creating architecture for Cloud Applications in AWS

Should have worked on large scale Saas application for atleast 3 years

Knowledge and experience in any of the following

Javascript, AngularJS, Python, Ruby, PHP

Driving DevOps best practices by using Docker, Kubernetes.

Excellent interpersonal, verbal and written communication skills

Location Chennai, Bengaluru, Hyderabad,

1. Min 3 yrs of experience in Software Development
2. 2+ yrs of experience in Blockchain & Hyperledger experience is a must
3. Good experience with Microservices, Docker, Kubernetes, Devops, and Cloud Technologies.
4. Experience with Java / Golang / Python / Nodejs / ROR / C# or any OO Language.
5. Nice to have CHFA or CHFD certifications 

Job Responsibilities:

• Taking ownership of building out and extending campaigns across different touchpoints

• Will advocate for a good user experience across our digital touchpoints, ranging from website, social media, newsletters, etc.

• Identify the tools, templates and techniques that evolve existing approaches for the larger creative community
• Closely working with marketing team understanding the exact requirement for the creative & tech part
• You will conceptualize and design original ideas that bring simplicity and ease of use to complex design issues.
• Design and development (Design/HTML/CSS.) emails, landing pages and other digital assets.
• Will Manage social media post Design, SEO pages design & html Part, Responsive Emailer.
• Execute all visual design stages from concept to final hand-off to Marketing.

• Research, assist and present new ideas for a variety of creative marketing campaigns.

Required Skills:

• A minimum of 3-5 years of UI/UX experience in product companies.
• Outstanding UI abilities, a keen eye for good design shown, and an extensive portfolio of live projects.
• Good Knowledge Photoshop, Dreamweaver, Adobe XD, Figma, HTML5,
• Deep knowledge of Modern UI patterns
• A deep understanding of the end-to-end iterative UX process (personas, scenarios, wireframing, and high-fidelity visuals).
• Understanding of principles of visual design and composition, gestalt’s laws, colour theory, laws of UX, etc.
• Understanding of implementation challenges across mobile (iOS and Android), web and hybrid solutions. Working knowledge of responsive grids.
• Proficiency in responsive web designing and knowledge about HTML and CSS
• Proficiency in rapid prototyping.
• Deep understanding of brand, visual design, user experience and digital marketing to design beautiful and intuitive experiences
• Desire to work in a fast-paced start-up environment & immerse in an amazing learning experience-
• Experience of working with product-based companies will be preferred
• Understanding of financial products in equity space is a plus
• Proven ability to develop creative solutions for ambiguously defined problems

About The Company :

SCIGON was founded in 2008 by technology practitioners with a people-focused mindset. We continually strive to build on a track record of success, establishing new avenues for capabilities and growth. Based in Chicago, SCIGON offers a complete suite of offerings to meet enterprise and public sector customer technical, engineering and product needs. SCIGON's professionals advance client initiatives with a high degree of quality and efficiency. SCIGON has received broad recognition nationally and has been recognized through industry awards, media coverage, and several case studies Our goal is to provide fresh and effective ideas for mutual success. Our Mission: SCIGON is committed to providing an innovative approach and solutions that enable our clients and partners to succeed. While knowledge, experience and technology provide the tools with which we reach these aims, we place the most value on relationships.

We focus on understanding customer and partner needs, bring a collaborative approach to the discussion, and work hand-in-hand to identify effective strategies that intersect outcomes with the business drivers that underpin needs. Our Vision: Understanding client and partner needs, and to working as a team to meet mutual objectives. Our company culture is also centered on a commitment to sustainability, as well as social and economic responsibility

Frequently Asked Questions :

Why work for us ?

It would be a Challenging, grounds up a promising circumstance for you. You get an opportunity to chip away at great technologies alongside stunning specialists with strong financial strength.

Also, we have some Employee Value Propositions :

- An outstanding work culture :

- Remote work :

- Work life balance :

- Provident fund Professional growth through our Learning and development

Job Description:

• Strong Coding skills in C#, .NET with Windows for 4 to 8 years is mandatory
• Experience in OOPS, Design Patterns, UML Modelling is a must
• Experience working in Agile/Scrum environment is needed
• Basic Knowledge of SAFe, its Jargons minimally in theory
• Ability to build Ramp up Plans and Bring Teams up to Speed