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Vice President Of Product - Customer Journeys/user Success

Customer Service · MA, United States · Remote possible

Job description

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.  Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

The Vice President of Product Customer Journeys is a strategic and data-driven leadership role responsible for the product strategy, roadmap, and execution that delivers a seamless and intuitive experience across our horizontal customer journeys. 

Key elements of this role include ability to evaluate the data analytics to derive key insights for what’s working and what’s not, to partner with our Chief Design Officer to bring novel & innovative experiences into the product, and to articulate a well-defined product roadmap that engineering can efficiently execute.  Additionally, this role will involve managing the product’s a/b testing strategy to ensure measurable progress, and ultimately user success, across our desktop and mobile products.

Customer journey examples: first-time user experience, the first time and upsell buy flows, our early stage user activation flows, and our overall product feature discoverability and usage strategy by cohort  

The ideal candidate will be equal parts innovator and executor, who excels at uncovering friction points, can bring best-in-class product design solutions to market, and who has the business & financial acumen to deliver upon product led growth best practices.   The ideal candidate will also be an effective leader & communicator who can evangelize these learnings across the various product teams and their roadmaps.

What you'll do:

  • Data-centric, leveraging insights to inform roadmaps and key decisions to drive growth:
    • Define and track key activation metrics that are early indicators of likelihood of customer conversion-to-paid subscriptions. Develop and execute strategies to improve these metrics.
    • Monitor performance and adjust strategies as needed to achieve desired outcomes.
    • Build a culture of experimentation to optimize the user experience:
    • Oversee the a/b testing program for the product team to optimize user experience and drive key metrics, with a dedicated a/b testing team.
    • Promote a/b testing best practices and accountability for quality of the product testing roadmap.
  • Product advocate for the end-to-end customer experience:
    • Build a compelling product roadmap to drive horizontal success across desktop and mobile experiences.
    • Drive forward x-functional Product, Design and Engineering teams to build onboarding flows and user journeys that are intuitive and engaging.
    • Collaborate x-functionally with Marketing, Sales, Research and Support to gather user feedback, address pain points and improve user experience.
    • Ensure the team is leveraging data to identify trends, insights, and opportunities for improvement. To inform product decisions and measure the impact of user success initiatives.
  • Leadership and collaboration:
    • Provide leadership and strategic direction for the Customer Journeys team, fostering a culture of continuous improvement and data-driven, user-centric thinking within the product team.
    • Communicate product strategy and roadmaps to executive leadership, illustrating alignment to and impact on business performance. 

Who you are:

  • Proven experience as a senior leader in product management, with a focus on user success and experience.
  • Strong track record of improving product usability and driving key activation metrics.
  • Expertise in A/B testing and data-driven product optimization.
  • Exceptional leadership and team management skills.
  • Excellent communication and collaboration abilities.
  • Strong analytical and problem-solving skills. Familiarity with product analytics and testing tools (e.g., Quantum Metric, Google Analytics, Optimizely, Pendo).

Ability to travel periodically for collaboration and alignment.

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Pay Transparency - All Full Time Employees
$242,400—$303,000 USD

Why You’ll Love Us:

  • We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. 
  • Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
  • You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
  • A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

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