Principal Product Manager, Integrated Knowledge Experience

Austin, TX, United States Senior, Lead
Main Location
Austin, TX, United States
Open jobs

Ever have a question when visiting a consumer website, that you know has been answered before? Why do you have to leave what you are doing, click-through to a help center that seems to know nothing about you or what you were doing, attempt to find an answer, and then start all over again? Frustrating, isn't it?

As Principal PM for the Integrated Knowledge Experience, you will lead your team in developing an intelligent, in-product knowledge and education framework that will be deployed globally. The new experience will bring personalized and localized product knowledge TO the customer -- delivered in-context, across multiple channels, including web, mobile, email, chat/bot, voice, etc. The knowledge experience will get smarter with each use, anticipating and dynamically surfacing the most relevant content, just-in-time. The experience will also feature a personalized and context-aware Knowledge and Education Center that facilitates speedy problem resolution and skill-building. Finally, you will implement a framework for continuous improvement of our customer experience through learning loops that feedback Knowledge Center insights to our product and development teams. This could be your dream job!

What you’ll do:

ay-to-Day responsibilities include:

    • Establish and lead the Integrated Knowledge Experience team, including participation in planning sessions, product reviews, and discovery summits.
    • Partner with product, design, content, customer experience, product marketing and engineering teams to build and execute on a shared vision, strategy and roadmap for multi-channel customer help and education.
    • Collaborate with Expedia Group to explore opportunities for leverage and/or partnership in development of a multi-channel help experience.
    • Own the entire product life cycle – concept to design to creating detailed requirements and working with Engineering to execute on product delivery.
    • Collaborate with product teams to instrument our user experience and develop learning loops to create a "living" help experience that gets smarter every single day.
    • Conduct competitive analysis and industry research to identify gaps and opportunities that will help us more cost-effectively drive customer success.
    • Evangelize and practice the test and learn methodology to quickly and efficiently identify and evaluate ideas that will inform the roadmap.
    • Collaborate with the business intelligence team to define, track and report on relevant metrics.

Who You Are:

  • 7+ years product management experience supporting a global product in a consumer marketplace.
  • 2+ years experience with in-product help and education technology/experience (e.g. Pendo, Smart FAQs, Ask & Answer, bots) environment.
  • Experience with globally deployed and localized enterprise content management systems.
  • Experience implementing data science to create programmatic learning loops to pin point specific areas of improvement in the customer experience.
  • Ability to lead cross-functional initiatives and drive collaborative decisions.
  • Experience with online travel and/or consumer marketplaces preferred.
  • BS or BA in related field or equivalent work experience.
  • Willing to travel up to 20% internationally.
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