Sr. Product Manager, Customer Experience
At Slack, we consider an outstanding customer experience essential to our success. The Customer Experience Products team’s mission is to help people everywhere discover the power of Slack. Our goal is to win over Slack’s customers with effective and effortless customer experiences.
Our team is seeking a collaborative product leader who understands how to build products people love and seeks to create user experiences that go above and beyond expectations. Our Senior Product Manager will drive the vision, roadmap, and development for our self-serve help & education experiences and our App Directory with a focus on helping our customers get the most out of Slack.
We’re looking for someone with a strong customer focus and a proven track record of building user-facing products — someone who thrives in cross-functional roles, loves working side-by-side with leaders, engineers, and designers, and can confidently lead several work streams at once. Our ideal candidate will have an experimental, data-informed approach and make clear strategic decisions with the customer’s best interest in mind
Slack has a positive, diverse, and supportive culture — we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative.
What you will be doing:
- Lead the product vision for Help and the App Directory. Build a deep understanding of Slack’s customer and business needs that you then translate into product strategy and roadmaps, designing the best customer experience possible.
- Craft a compelling product vision with clearly defined customer problems and the planned solutions to address them. Rally team support and get executives on board.
- Seek ongoing insights from data, research, and face-to-face customer meetings. Run collaborative user research studies to create better user experiences for help, education, and app discovery. Identify new product solutions that have a meaningful impact for the business and our customers.
- Lead product development from end to end: Write specs and user stories, build wireframes and prototypes, write test plans and release checklists. Guide the team’s work with clear direction and purpose, keeping a well-prioritized backlog and optimizing for efficiency in execution.
- Coordinate risk management, dependencies and resources with cross-functional counterparts, pulling in exec support as needed.
- Ship well-crafted, customer-focused solutions at a timely pace.
What you should have:
- 5+ years of experience leading, shipping, and iterating on successful products. You have a proven history of shipping and leading successful product work with cross-functional teams. Experience with service design, content-driven products, and support interfaces is preferred.
- An experimental approach: You love taking an iterative approach with rapid prototyping and capturing customer feedback as early and as often as possible.
- Focused leadership: You lead with purpose, persuasion, and consistent execution.
- A highly collaborative mindset: You don’t buy into the idea of a PM as the sole visionary. You know how to create an inclusive, forward-thinking environment and proactively seek diverse perspectives.
- Creative problem solving: You’re resourceful, resilient, and adaptive — you stay positive and motivated while working through roadblocks.
- A high bar for both written and verbal communication: You explain decisions and timelines with clarity and context.
- Strong presentation and facilitation skills: You can communicate ideas with a clear and convincing narrative. You lead engaging meetings, brainstorms, and workshops with poise.
- Exceptional communication skills: You’re an inclusive and proactive communicator. You can work well with teams and cross-functional partners of varying disciplines, across multiple locations.
- Sharp decision-making: You can balance multiple feedback loops and integrate them into customer-focused decisions and product priorities.