Senior Product Manager, Customer Experience


We are looking for a Senior Product Manager , Customer Experience to lead end-to-end product management efforts. As a Senior PM, y ou will conceive, implement and launch enhancements to all touchpoints along our customer journey. You will help define the product strategy, develop the product road map, identify product requirements, collaborate with product development on implementation, and then take the product to market. Developing innovative, industry-changing products is at the heart of our business at AppNexus, a Xandr Company , and this is a fantastic opportunity to join the team that sits on the front lines.

About the team:

The AppNexus Product Management team plays an integral role in our company mission: Make Advertising Matter. Our product managers are systems thinkers who work cross-functionally to make great things happen for the business and our customers. We engage deeply and regularly with users, customer decision-makers, partners, and our customer-facing organizations to identify and validate the opportunities that we pursue. Serving as the critical bridge between our technology and our business, we engage with nearly every part of Xandr , from our sales and services teams to engineering, marketing, and design. We are encouraged to experiment, build, fail fast, and think holistically to create game changing advertising technology innovations. We also like to have fun, and bring in a diverse set of passions and interests from outside of work that help us think creatively on the job.

About the job:

  • Define the end-to-end customer experience - user experience, interacting with customer support, access to documentation, etc . - to create the best possible customer ecosystem that drives satisfaction, efficiency, maximum product utilization, and revenue
  • Lead the full product life cycle for products or services covering concept, specification, design, launch, and enhancement phases
  • Conduct market research and engage with customers, prospects and partners to identify market needs and opportunities
  • Collaborate with new business, sales, services, engineering, and ad operations to understand product gaps
  • Consolidate, rationalize, and prioritize market requirements into product road map to define go to market strategy and timeline for product features and enhancements
  • Define success metrics
  • Design functional specifications and make feature, resource, and timeline tradeoff decisions
  • Collaborate closely with engineering leaders and their teams through all stages of the product development; if needed, take on "Product Owner" role on a scrum team
  • Lead product roll out efforts with marketing, sales and other client facing teams to create collateral including white papers, case studies, demos, training material, etc.
  • Act as the key product evangelist and guide for external users as well as internal teams

  • 4+ years working in a product management capacity, specifically for customer facing products, managing the development of self-service interfaces and/or workflow automation ; experience in online advertising is a plus
  • Track record of being a customer advocate that can translate customer behavior, needs and wants into thoughtful strategy and design
  • Experience managing products in a fast-paced, agile environment
  • Experience working closely with Advertising Platforms and/or with data platforms, data modeling, behavioral targeting technologies, etc. is a plus
  • Detail-oriented with strong analytical abilities and problem-solving skills
  • Excellent oral and written communication, negotiation, and in terpersonal skills
  • Ability to work effectively with internal leaders as well as external customers and partners
  • Demonstrated ability to partner with engineering teams in a highly technical environment
  • Technical background is a plus — BS/MS in Computer Science or related field, or equivalent hands on software development experience

More about you:
  • You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower others
  • You like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happen
  • You care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystem
  • You believe in not only serving customers, but also empowering them by providing knowledge and tools

Back to top