Product Manager, Operator Experience

Auth0


2 weeks ago

05/11/2019 11:00:45

Job type: Full-time

Hiring from: Americas

Category: Product


Auth0, a global leader in Identity-as-a-Service (IDaaS), provides thousands of enterprise customers with a Universal Identity Platform for their web, mobile, IoT, and internal applications. Its extensible platform seamlessly authenticates and secures more than 2.5B logins per month, making it loved by developers and trusted by global enterprises. Auth0 has raised more than $110 million to date and continues its global growth at a rapid pace. We are consistently recognized as a great place to work based our outstanding leadership and dedication to company culture, and are looking for the best people to join our incredible team spread across more than 35 countries!


More than 500,000 unique users visit Auth0.com each month due to our compelling content and the functionality of our identity platform. Your customers will range from two developers in a dorm room to the largest enterprises on the planet, and everyone in between.


We’re looking for a user-oriented, technically savvy product manager to help us build better offerings to operators who want insight into the performance of Auth0. The product manager for operator experience will understand the use cases, challenges, and opportunities around bringing actionable transparency to Auth0’s customer logs and overall support experience. They’ll bring opinions about what makes troubleshooting an intuitive and facile activity, rather than a tedious and frustrating one. They will have familiarity with the commercial monitoring and analytics ecosystem and be able to craft a vision about how Auth0 can integrate with operator toolchains.

In the first 6 months you will:

Create and socialize a product strategy for enhancing Auth0’s operational troubleshooting, help, and support experience

Develop a product backlog oriented around the specific concerns of operators, prioritizing opportunities that will improve transparency and delight these users

Research and establish a point of view on behalf of Auth0 about our place in the operations toolchain, including evaluating possible integrations

Your ongoing responsibilities will include:

Conduct product research and discovery related to new product opportunities

Analyze and synthesize signals from multiple sources: users, Auth0 field teams, market data, competitive analysis, and others

Define the near and long-term strategy for your product area and socialize it with stakeholders

Work daily as a member of a dedicated team with engineering and design, organized around a shared mission

Develop and test product hypotheses, working in a lean and iterative way

Seek feedback directly from customers during discovery and in early access/beta stages -- frequent customer contact is expected for all our product managers

Define and track KPIs and success metrics for your product area

Measure the performance of existing features in your product domain and carefully manage its surface area

Work with cross-functional partners in Product Marketing and our field teams to enable successful feature launches

Create assets to guide product development work (framing documents, user story maps, opportunity canvases, stories for implementation)

About You:

Have 3+ years as a software product manager, preferably in a startup environment, with a minimum of 5 years working in the tech industry

Love the work of identifying and deeply understanding customer problems

Have empathy for users and seek their input at all stages of the product lifecycle

Are a champion for collaborative, iterative product discovery, and embrace your role as a member of a cross-disciplinary team

Have experience working with cloud-based monitoring and analytics services

Understand the customer support request workflow, from learning and troubleshooting to ticket creation

Have a degree of technical fluency that allows you to communicate with and understand your target audience (operators / sys admins)

Know how to make the complex approachable for users at all skill levels

Like to get your hands dirty and use the products you build daily

Have exposure to lightweight product development methods such as user story mapping or rapid prototyping

Are great at communicating with people at all levels, with varied backgrounds

Are self-motivated and comfortable working remotely

Can travel domestically or internationally when required (15% or less)

Preferred Locations:

GMT-Americas;

Auth0 is an Equal Employment Opportunity employer. Auth0 conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship status, genetics, or status as a Vietnam-era special disabled and other covered veteran status, or any other characteristic protected by law. Auth0 participates in E-Verify and will confirm work authorization for candidates residing in the United States.

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • Customer.io (Remote)
    1 week ago

    Hi, I’m Brian, Director of Product at Customer.io,

    I’m looking for a Product Manager to join our team who gets excited about how product experiences continue beyond a company's web or mobile app. Every message, delivery, notification, and ad is part of a customer's product experience. I need you to come help us build the platform that enables those connected experiences.

    Our product development is done by squads: small groups of engineers, designers, and a product manager like you, focused on solving a customer problem. You’ll lead one of these squads and own major parts of our roadmap. From conception to far past delivery you'll stay close with our customers to understand the impact of your work.

    We will be accepting applications until June 2nd. There is no advantage to applying early, so take the time to put your best foot forward. Including a product portfolio is encouraged.


    About Customer.io

    At Customer.io we believe that businesses who create strong relationships with their customers will outperform the ones that don’t.

    We’re working to make Customer.io the default choice for any internet business to deliver great, automated customer experiences at scale. Customer.io is used by over 1200 businesses to create continuity after a person leaves a website or mobile app. Every message (receipts, win-backs, and onboarding) across every channel (email, push, sms and more) can be managed and measured in Customer.io.

    The work you do here will raise the bar for the everyday communications we all receive. It drives us crazy when we get useless emails and notifications that feel like spam from companies we admire. Our customers are marketers, growth hackers, and engineers who are dreaming up ideas for how to be genuine and personal in their messages to customers.


    What will you be doing?

    Collecting and analyzing tons of feedback from a variety of sources and identifying underlying user problems

    Pitching solutions to those user problems in close collaboration with designers and engineers

    Driving those solutions to production while keeping scope in check and validating progress with customers

    Partnering with marketing, sales, and support to implement anything needed (docs, blogs, presentations, etc) to ensure customers get value from features we ship

    Defining success metrics for features, reporting results after shipping, and proposing future iterations


    You’ll join a team of 6, including:

    Brian (that's me!), our Director of Product, to define a roadmap that balances customer problems, our strengths, and our market position.

    Kate and Brendan: your Product Management crew. You'll learn from them, teach them, and push each other to do the best work you've ever done.

    Ivana, Madeline, and Richard: 3 exceptional Product Designers. We set a high standard for the user experiences we create and the way they affect our customer's lives.

    An engineering team who is passionate about the product. They’ll help you get the details right and ensure it’s going to scale flawlessly.

    Colleagues in data, marketing, sales, and customer support. We’re a tight-knit company where you’ll get a stream of customer insight from a team who genuinely cares about giving our customers messaging superpowers.


    What will you bring to the table?

    You’ve seen what happens when a team gets aligned around the customer’s experience and are on a mission to help every team you work with achieve that understanding.

    Your north star is creating moments where customers hire your feature for their job to be done. Thousands of little things must to go right to produce those moments. To some it feels miraculous that everything lined up, but you know it’s no accident.

    You’re hungry to learn, and you love to ask “Why?” one more time. Whether it’s uncovering the true motivation of a customer or the root cause of a disagreement about priorities, you’re always curious and seeking to identify the piece that completes the puzzle.

    You’re an exceptionally organized and motivated person. You know what pieces need to come together to successfully run a software development process and make it your mission to help everyone around you keep focused and excited about the end goal.

    You take ownership of problems even when the next steps and solutions aren't yet clear. You’re looking to work with a startup where you’ll have a lot of freedom and be responsible for the impact you make. Working with folks in different timezones will be standard issue for you around here, so being able to stay determined, even when the answers aren’t in front of you, is essential.

    You are a proactive communicator. You strive to be articulate and empathetic in your interactions and believe in “working out loud” to share work early and helpfully. You’re an excellent written communicator who values clarity and brevity while avoiding jargon.


    Bonus! Not a requirement, but shout about it if you have experience with...

    Experience working on Marketing Tech or Ad Tech SaaS produts

    Using Customer.io or other marketing automation services in a previous role


    Why should you work with Customer.io?

    We're in a special moment as a company: small enough where you'll have a big impact as an individual, big enough to have resources to conquer ambitious goals as a team, yet calm about how we set growth goals.

    We are offering a starting salary between $90,000 - 110,000 USD depending on experience. Check out our career's page for more information on our great benefits and why you should come work with us!


    Diversity statement

    We want to build and maintain a diverse, inclusive, and equitable environment where everyone has the opportunity to learn, mentor, and grow. We know that diverse teams make better products, and especially encourage applicants from underrepresented groups to apply — if you have any questions, please let us know via Twitter. We don’t want “culture fit”, but “culture add.” We want people with different backgrounds from the team we have today to bring their perspective and thoughtfulness to the work that we do and the culture we’re always working to build.


    Come join us!

    Apply below and be sure to add a prominent reference to a pigeon to your cover letter or portfolio. You'll just have to trust me: this is important, yet not serious at all.

    Aside from letting you know we received your application, we won't be in touch till after the June 2nd deadline. After that, we'll be in touch regularly to keep you informed about our progress.

  • Coffee Meets Bagel
    3 days ago

    Coffee Meets Bagel's mission is to inspire singles to share and connect authentically. The app curates quality matches with fuller profiles that result in real conversations. Globally, CMB has generated millions of real dates and thousands of lasting relationships. Coffee Meets Bagel was named one of the Top 10 Dating apps by Time Magazine and the Best Dating App for Women by Refinery29. It has also been voted the #1 recommended dating app for singles looking for relationships.


    Job description


    Each day, our users visit our app with the hope of connecting authentically with someone.  These interactions generates millions of data points that can be used to help us better understand our customers’ experiences.  We need you to ask and answer the questions that will transform this data into a better understanding of what our customers find delightful and what they find painful so that you can help drive changes that further our vision of helping singles form meaningful connections with other amazing singles!


    The Senior Product Analyst will be responsible for partnering with our product and growth teams to provide the facts needed to make better decisions and a well thought point of view to help push our products and services to better serve our customers.  You will be responsible for building a strong understand of our ecosystem, working with the product team to determine which projects are the most important, and being willing to use the right tool (a scripted model, a dashboard, a presentation) to find and explain the relevant and timely findings that help us operate better.



    Responsibilities

    Work cross-functionally with product, design, finance, and engineering teams to provide data-driven insights that will help define the product & marketing roadmap and drive significant increase in core business KPIs (growth, revenue, engagement)

    Create internal dashboards to monitor the health of the product and business KPIs (growth, revenue, engagement).

    Deliver ad-hoc analyses and reports to support business needs, investigate, triage and resolve metrics-based issues without heavy guidance

    Assist in feature development from ideation to execution, including helping with user research, designing and analyzing A/B tests, and running deep analysis of feature performance post launch

    Create and share compelling presentations that motivates and inspires the team to build with conviction

    When necessary, build models in R, Python, or other systems that help us better measure and understand the results of experiments or user flows.

    Qualifications

    Bachelors and 5+ years post-collegiate work experience within tech, finance, consulting or related industry

    3+ years working as a product analyst working with a team to understand and sharpen a product

    Experience working in a fast-paced environment such as startup

    Expert level in SQL & business intelligence tools (e.g., Mode, Tableau, etc)

    Competency in R, Python, or another scripting language

    Strong analytical skills, with experience solving ambiguous problems using data

    Ability to analyze data and condense data to tell a persuasive story

    Proven ability to effectively communicate with cross functional teams

    Self-starter, with ability to thrive in a dynamic, fast-paced environment, drive change through influence, and collaborate effectively with a variety of cross-functional stakeholders. Excited and hungry to try new tools and processes to achieve results.

    Passionate about building delightful products for our customers.

  • 2 weeks ago

    Auth0, a global leader in Identity-as-a-Service (IDaaS), provides thousands of enterprise customers with a Universal Identity Platform for their web, mobile, IoT, and internal applications. Its extensible platform seamlessly authenticates and secures more than 2.5B logins per month, making it loved by developers and trusted by global enterprises. Auth0 has raised more than $110 million to date and continues its global growth at a rapid pace. We are consistently recognized as a great place to work based our outstanding leadership and dedication to company culture, and are looking for the best people to join our incredible team spread across more than 35 countries!

    More than 500,000 unique users visit Auth0.com each month due to our compelling content and the functionality of our identity platform. Your customers will range from two developers in a dorm room to the largest enterprises on the planet, and everyone in between.

    We are hiring for a key role focused on defining and bringing to market our new private cloud offering. This product package is targeted at customers who want the convenience of a cloud service managed by Auth0 with more enterprise-grade support options. We’re looking for a customer-oriented, technically savvy product manager to work side-by-side with the engineering team responsible for launching this offering. The product manager for private cloud will validate the offering via market analysis, customer interviews, competitive analysis, and collaboration with Auth0’s enterprise sales team. They will have strong experience in developing winning go-to-market strategies and feel right at home talking about SLAs, SLOs, deployment models, and cloud infrastructure.

    You will:

    Define the near and long-term strategy for the Auth0 PSaaS product offering and socialize it with stakeholders.

    Establish sales targets, pricing strategy, and marketing model for PSaaS products.

    Develop a cross-org playbook to drive consistency in how the product supports PSaaS customers.

    Work with partners in finance, marketing, and sales to ensure financial success of your product offerings.

    Seek feedback directly from customers during discovery and in early access/beta stages -- frequent customer contact is expected for all our product managers.

    Analyze and synthesize signals from multiple sources: users, Auth0 field teams, market data, product usage data, competitive analysis, and others.

    Work daily as a member of a dedicated team with engineering, organized around a shared mission.

    Develop and test product hypotheses, working in a lean and iterative way.

    Define and track KPIs and success metrics for your product area.

    Work with partners in product marketing and our field teams to enable successful product launches.

    Create assets to guide product development work (framing documents, user story maps, opportunity canvases, stories for implementation).

    You might be a good fit for this role if you:

    Love the work of identifying and deeply understanding customer problems.

    Have empathy for users and seek their input at all stages of the product lifecycle.

    Have strong go to market experience, including driving pricing and support decisions for an enterprise software subscription offering, developing launch and marketing plans, and rolling out a new offering to field teams.

    Are a champion for collaborative, iterative product discovery, and embrace your role as a member of a cross-disciplinary team.

    Have a degree of technical fluency that allows you to communicate with and understand your target audience (operators / sys admins).

    Understand the fundamentals of cloud-based architecture, release management, and deployments; working familiarity with AWS is a plus.

    Are experienced leading product teams in a B2B enterprise software company.

    Like to get your hands dirty and use the products you build daily.

    Are a great communicator.

    Know how to make the complex approachable for users at all skill levels.

    Have 3+ years as a product manager, preferably in a startup environment, with a minimum of 5 years working in the software industry.

    Are self-motivated and comfortable working remotely.

    Can travel domestically or internationally when required (15% or less).

    You can learn more about our hiring process here.

    Auth0 is an Equal Employment Opportunity employer. Auth0 conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship status, genetics, or status as a Vietnam-era special disabled and other covered veteran status, or any other characteristic protected by law. Auth0 participates in E-Verify and will confirm work authorization for candidates residing in the United States.

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!