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Internal Application: Product Manager

Product | San Francisco, CA | Full Time

Job Description


At Directly, we believe the fundamental nature of work is changing from fixed to fluid, as AI and the gig economy transform how people and companies work in the next economy. We’re leading this shift with an enterprise platform that changes the way companies deliver customer service. Our platform helps companies like Airbnb, Autodesk, LinkedIn, Microsoft, Pinterest, SAP, and Samsung look beyond the traditional contact center and deliver better answers to customers in the moments that matter.We’re based in San Francisco and backed by top firms including Microsoft Ventures, True Ventures, Costanoa Ventures, and Northgate.



The Product Management team works closely with our engineers to guide products from conception to launch. As a Product Manager, you bridge the technical and business worlds as you design services that our enterprise customers and their customers love.  In this role, you’ll utilize strong product management skills and creativity to fully integrate Directly’s customer engagement platform into customer support stacks. You’ll be responsible for implementing new features and functionality, working with customers on customization projects and resolve technical issues in support of  expanding Directly’s ROI impact.  You’ll collaborate with other teams including development, product, account management and expert operations, to creatively find technology solutions to improve the customer support experience for all stakeholders.

You'll work with colleagues from Engineering, Sales, and Product Marketing, to name just a few. In this role, you will contribute to the mission of delivering innovative customer services at scale. Whether building on Directly Marketplace platform, working with our technical infrastructure team, or working closely with executives of key vertical customers and prospects, you will drive product strategy and partner closely with cross-functional teams to define and deliver on the next phase of dynamic services. You will develop product solutions, to execute on the huge market potential and benefits possible from applying Directly’s technologies in the enterprise market.


  • Understand markets, competition and customer/user requirements in depth.

  • Identify market opportunities, build business cases, and define product vision and strategy for Directly’s Marketplace Platform, APIs, and key verticals.

  • Work collaboratively with engineers and cutting edge technologies.

  • Define, lead, and execute a cohesive product strategy related to a specific product or set of products, collaborating as needed across product areas, and functions.

  • Full technical integration of Directly’s customer engagement platform into a customer’s support environment to include website changes, widget implementation, API integration, CRM workflow configuration and reporting configurations.

  • Creatively resolve product and business challenges as they are identified using product management skills and strategy

  • Implement and deploy new functionality as it is developed into the customer base.

  • Troubleshoot integration issues as they are identified and resolve.

  • Collaborate with Product and Engineer to identify impact and help prioritize issue and feature requests.


  • 5 years of experience in a product management and client-facing role

  • Experience working within Cloud, SaaS and emerging cloud use-cases for web/mobile and enterprise companies

  • Experience working on enterprise products

  • Knowledge of HTML, XML, JSON, JavaScript, and Experience with RESTful API ideal

  • Understanding of how SaaS integrations work

  • Experience troubleshooting in a SaaS environment

  • Understanding administration of CRM applications (Salesforce, Zendesk, Oracle, etc)

  • Start-up experience ideal

  • BA/BS degree in Computer Science or equivalent practical experience

Directly is an equal opportunity employer. We believe in diversity and inclusion as a strength. This is an exempt, full-time salaried position with comprehensive benefits.