Product Manager, Social Customer Care

We’re looking for a Product Manager to lead a team in our ‘Social Customer Care Group.’ This group is a set of product teams within a new portfolio, whose primary purpose is to marry the areas of Community Management and Customer Service into a consolidated Social Customer Care solution. The Product Manager leads and creates clear and impactful product strategies, processes, and innovation that drive quantifiable business value. The solution will cover areas such as scalable messaging, Analytics, CRM and Chat-bot integrations. As a Product Manager you’ll be working with our engineering team to break product deliverables into stories and tasks, and with our designers to help design solutions that solve our customer problems and contribute towards a world-class product. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), and in Hootsuite’s London or Hasselt office, you will report to Senior Director, Product Management. 

WHAT YOU’LL DO: 

• Work closely with Product, Development, and Design Directors to set the medium-term strategy for Analytics
• Own the creation and results of a prioritized roadmap that balances short term business goals with established long term vision and strategy.
• Effectively synthesize data from customers, competitors, analysts, and commercial activities into meaningful signals that inform and validate hypotheses 
• Set, track, and be accountable to KPIs at both a project and product level
• Build and refine scalable processes for product planning, prioritization, and execution
• Collaborate with Product Marketing and Support to effectively bring functionality to market and drive business value 
• Represent the product & roadmap priorities in an approachable and collaborative spirit, including with senior-level internal stakeholders and in-person with customers
• Guide product development in an agile environment, working closely with a team of top notch engineers and designers

WHAT YOU’LL NEED: 

• A post-secondary degree in computer science, business and/or engineering, or equivalent work experience and ample years of software product management experience
• Experience developing products for marketing & sales customer bases
• Strong fluency with product & business data measurement principles and tools
• Accountability: holds self and others accountable to meet commitments
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Interpersonal Savvy: relates openly and comfortably with diverse groups of people
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects, even in the face of uncertainty
• Self Development: is personally committed to, and actively works to continuously improve

WHO YOU ARE: 

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community. 
• Curious. You are always learning and seeking ways to make things better. 
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity. 
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-AK1