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Technical Product Manager

Product | San Francisco, CA | Full Time

Job Description

Company

At Directly, we believe the fundamental nature of work is changing from fixed to fluid, as AI and collaborative technology transform how people and companies work in the next economy.  We’re leading this shift with an enterprise platform that changes the way companies think about customer support. Our Crowd-Powered AI platform combines machine learning and gig work to transform and scale customer service for world-class companies like Airbnb, Autodesk, LinkedIn, Microsoft, Pinterest, Samsung and SAP. We’re based in San Francisco and backed by top venture firms and angels from Silicon Valley. 

directly.com

 

Role

The Product Management team works closely with our engineers to guide products from conception to launch. As a Technical 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 technical 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.

Responsibilities

  • 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 technology challenges as they are identified using key technical skills to develop options, evaluate solutions and fully implement

  • 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.

Requirements

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

  • 5 years of experience in a product management, engineering and technology strategy role.

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

  • Experience working on enterprise products.

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

  • Understanding of how SaaS integrations work

  • Experience troubleshooting in a SaaS environment

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

 

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.