Senior Product Manager - Hybrid

About Us

Hiver gives teams the simplest way to deliver outstanding and personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. We’re a top-rated product on G2 and rank very highly on customer satisfaction.

At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they are by hitting their numbers. We’re profitably run and are backed by notable investors. K1 Capital led our most recent round of $27 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.

Opportunity

You will be a significant contributor to Hiver’s growth story and responsible for driving forward the product roadmap. You will be deeply engaged in understanding our customers, prioritizing pain points to solve, converting them into detailed stories, and seeing them through to releases. You would also spend a lot of time understanding our competitive landscape, and our unique approach to the problems we solve. Based on the experience you bring to the table you will gain ample ownership in defining and measuring the outcomes of your craft. This is an exceptional opportunity for a seasoned product professional to make a lasting impact, shape the future of our product, and revolutionize the way helpdesk solutions operate.

What will you be working on?

• Drive initiatives orgwide - Work with a cross-functional team of marketers, support engineers, and customer success managers, sales and marketing to ensure maximum reach and implement product changes that will increase signups and improve conversions. Avoid information asymmetry. Educate, not inform.
• Ideate - Pick problems to solve based on empathy towards customer pain points, and stakeholder asks. Ideas that get picked are usually the ones with the best-articulated problem statements and cleverly crafted solutions. Market and competitive research is a big part of this process.
• Prioritize and balance - Customers demand value, stakeholders expect speed, and engineers crave perfection. Ensuring a mixed bag of items in the roadmap with optimal use of scarce resources is key to succeeding in this role.
• Build - Define product specifications that start with the “why”, are comprehensive in coverage, and yet succinct in readability. Work with a cross-functional team of architects, engineers, and designers to ship the product. You will be responsible for scope, schedule, and quality.
• Delight - Product enhancements in Hiver aren’t just about enhancing the product’s capabilities. We try to ship elements of delight in everything we build. Seamless user experiences, zero cognitive load, pleasing design elements, and laser attention to detail are all a part of the job :)
• Measure - Define intended outcomes (adoption? activation? retention? reach? revenue?...) before building anything. Validate that outcomes were met after building everything.
• Iterate - All of the above - rinse, repeat.
  
  

What are we looking for?

• 8+ years of pro experience with at least 6+ years of product management experience in B2B SaaS. Experience building helpdesk solutions is a huge plus.
• Excellent communication and interpersonal skills
• Strong documentation and presentation skills
• Excellent analytical skills - ability to disambiguate, break down, and compartmentalize complex topics.
• Opinions, conviction, and ability to drive discussions, build consensus, and get buy-ins
• Proven track record of building products from the ground up and scaling them successfully (1-10 journey).
• Strategic thinking
• Ability to arrive at simple and intuitive solutions that are best suited for DIY products like Hiver.
• Deep understanding of customer journey mapping, user segmentation, and targeting strategies.
• Experience collaborating closely with leadership to deliver successful outcomes.

Hiver is a customer service solution built on Gmail, used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. Hiver is profitably run and backed by notable investors.