Product Manager, Support Experience

Location

Canada

Description

Auth0’s Developer Experience (DX) teams are focused on simplifying the adoption and operation of Auth0 from individual developers to large-scale enterprise development teams, solving for their identity needs. The Product Manager for DX-Support Experience will be responsible for addressing opportunities around the product experience related to the support, which also extends to addressing requirements for internal teams within Auth0 to support our customers. We are looking for someone who can lead our Support Experience product strategy and partner closely with Engineering, Design, Architecture, and Customer First teams for the best solutions to maintain and evolve the support experience for our customers.

Auth0 believes that support is an integral part of the customer experience and the support journey starts right from day one, where we guide our customers to get up and running with an optimal setup in less time with fewer hurdles. It expands further from there to any point in the customer’s journey where they need a helping hand, whether finding answers to their questions or seeking assistance when they face an issue. And it is not just about how we shape the customer experience. We have also to address how we equip internal teams within Auth0 to effectively uphold the experience standards that help Auth0 stand apart from the rest.

This key role focuses on the product management of how Auth0 best addresses the opportunities to shape support experience into a positive memory for our customers.

Duties & Responsibilities:

  • Evolve our product strategy and nurture a roadmap around leveraging support experiences as a means of customer stickiness and delight.

  • Leverage research, including direct customer and internal support teams interaction to understand, collaborate, test hypotheses on core business problems and requirements, and better inform our product decisions.

  • Develop and share the systems and business metrics that help us illustrate progress towards our prioritized business goals.

  • Work closely with customer-facing teams, engineers, designers, and product leadership team to manage the delivery of the product roadmap.

  • Advocate for development plans for core services and non-functional areas, which help increase our ability to deliver high-quality support experiences and accelerate our ability to address customer support needs.

  • Identify dependencies through the product unit and drive them collaboratively, working closely with peers for an effective solution.

  • Evangelize and socialize best practices and how they solve the problems we face.

  • Design solutions that have iterative phases focusing on regular delivery of incremental value.

You might be a good fit for this role if you:

  • Have 5+ years of experience in a leading technical role, with 2+ years managing a product life cycle, ideally building products for a high-growth SaaS organization.

  • Have prior experience working directly within OR engaging closely with Customer Success or Support teams.

  • Comfortable managing multiple stakeholders and experience working with cross-functional teams building SaaS software in agile ways.

  • Can distill complex problems into precise, simple, and delightful solutions leveraging a good understanding of UX/UI design concepts.

  • Know how to drive the use of qualitative and quantitative data to back up your product decisions and suggest new research.

  • Are comfortable working in a remote environment.

  • Have excellent verbal and written communication skills.

Bonus:

  • A keen sense of how a world-class Support Experience leads to customer trust and long term loyalty

  • Sound understanding of support metrics and how to uplift them with a product strategy

  • Have experience working in a global remote-first organization.

  • A high degree of comfort with tools that we use daily: Jira, Confluence, Figma, Slack, Miro

  • Are a good communicator and enjoys interacting with people.

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located. We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live. Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs. Find your place at Okta https://www.okta.com/company/careers/.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

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