Product Manager, Operator Experience
1 month ago
Job type: Full-time
Hiring from: Americas
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)
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)
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.
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