Product Manager, Customer Experience
Richmond, BC, CA
9d ago is looking for a senior level Product Manager who obsesses about the customer experience for our agent and broker community.

The ideal candidate has a proven track record of envisioning and executing on a customer journey online to provide a self-

serve experience that goes across mobile app, mobile web and desktop experiences. The Product Manager will need to interact with our real estate agents, understand explicit and unmet needs, work closely with UX and Engineering to drive a mobile app first experience that helps improve our customer CSAT and usage metrics.

Needs to be highly analytical in understanding customer insights, define a set of metrics and execute to results.

Responsibilities :

  • Understand the needs of our broker and real estate agent community and define the product vision, roadmap and requirements for a self-
  • serve dashboard that goes across mobile app, mobile web and desktop

  • Define the metrics around customer satisfaction including usage, task completion, consumer to agent interactions
  • Work closely with User Experience teams and Engineering to design and execute on this customer experience
  • Write Product Requirements, define user stories, work closely with UX and engineering to collaboratively design and execute on the customer experience.
  • Be the product owner for critical features and functionality of this dashboard
  • Work with Product Marketing, Sales and Customer Service teams to align on customer needs as well as deploy and launch these products into the market
  • Collect customer insights and feedback to iterate on providing a delightful user experience.
  • Desired Experience :

  • 5+ years of mobile app and web product management experience. Prior experience with self-serve or B2B dashboards
  • Successful track record of rapidly growing user retention and re-engagement for a high volume consumer or B2B web property.
  • Proven ability to influence and drive impact from distributed teams.
  • Excellent judgment, prioritization, and analytical skills
  • Bachelors in Engineering, Physics, Math or related field. MBA a plus.
  • LI-JN1

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