Product Manager

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Own and define product features and roadmap, ensuring alignment with business goals and the customer journey • Design and execute market research and competitive analysis to identify market gaps, user personas, and emerging customer needs • Conduct customer discovery, user interviews, and usability testing to identify friction points and validate prototypes before development • Develop onboarding flows and adoption strategies to support user acquisition and product adoption • Partner with Engineering, UX/UI Designers, Customer Success, and Marketing to translate customer insights into feature specifications (PRDs) and user stories • Lead the creation and maintenance of product documentation, including feature specifications, release notes, and SOPs for internal teams • Define, track, and analyze key product metrics including CAC, LTV, churn, DAU/MAU, and NPS to inform feature iteration • Partner with customer-facing teams to deliver product enablement training • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of product management methodologies, customer experience research, and industry best practices through training and learning initiatives • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues • Perform other duties as assigned

🎯 Requirements

• Minimum of three (3) years of experience in product management, preferably owning digital products, mobile/web applications, or SaaS solutions • Hands-on experience conducting qualitative user research, including usability testing and customer interviews • Experience with quantitative analysis • Experience applying testing and optimization frameworks, including A/B testing, funnel analysis, and onboarding flow design • Experience with product analytics platforms such as Firebase, Amplitude, Hotjar, and GA4 • Experience with agile project management tools such as Jira and ClickUp • Ability to translate user feedback into clear technical requirements • Outstanding communication skills

🏖️ Benefits

• Competitive compensation • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO coverage starting on Day 1 • Paid time off • Birthday leave • Bonus and incentive plans • Opportunities for skills training and personal and professional development • Company-provided equipment • Beautiful office space with a free lunch provided daily for onsite employees • Employee Referral Program