Overview

At Khoros, our passion is to help the world’s best brands create customers for life. Our vision is to be the single engagement platform connecting brands and their customers by connecting brand teams, knowledge, data, and systems at scale by connecting the best of human expertise and AI.  

The Khoros platform comprises Online Community, Social Media Management, Messaging and Digital Contact Center products for customer service, marketing and community management teams to listen, respond and act on customer conversations – creating deep relationships and fostering brand loyalty and advocacy.

In this role, you will join a global team of Product Managers, UX Designers and Engineers jointly responsible for Khoros Analytics - the suite of reporting tools to centralize and share insights on a brand’s customer engagement team activities, omni-channel customer interactions and experiences. You will contribute to the overall Khoros Analytics product strategy, prioritization and delivery of reporting tools shared across all Khoros Analytics users. 

Within the Khoros Analytics team, you will be the domain expert for brand teams focused on community management and responding to customer contacts, particularly in a Digital Contact Center environment. You will own the roadmap and delivery of analytics capabilities specifically servicing the needs of this subset of Khoros Analytics users.

Some Responsibilities Include:

• Overseeing scrum team activities, including roadmap planning, writing and prioritizing user stories and product requirements, bug triage, backlog grooming, sprint planning and execution.  
• Taking ownership of the Brand Engagement, Community Management and Digital Contact Center functions of the Khoros Analytics platform by becoming an expert in the user personas, use cases, value proposition and features. 
• Owning the forward-looking vision and roadmap for these functions, how they fit into the Khoros Analytics and overall platform roadmaps.
• Working across other product teams and Product Portfolio Management to define overall product priorities, prioritize and sequence roadmap delivery.
• Collaborating with Product Marketing and Sales on competitive analysis and go-to-market strategies to stay ahead of competitive pressure.
• Collecting and synthesizing feedback from end users, buyers, business stakeholders and internal customer facing teams to develop a deep understanding of their processes and goals, and ensure products are meeting user and market needs.
• Communicating product value, vision and delivery plan to internal and external stakeholders. Use quantitative and qualitative analysis, trade-offs and risk assessment to align stakeholders to your decisions and approach.
• Partnering with Product Portfolio Management, Information Experience and customer facing teams to roll out product launch programs that validate product usability and drive adoption. This will involve ensuring internal teams are empowered to coach customers on best practices and devising product adoption measurement methods, including metrics and reporting requirements.

Minimum Requirements:

• Bachelor’s degree or equivalent experience
• 1-3 years in a product manager, program manager, engineering, business analyst, or consultant role responsible for delivering technology products.
• Experienced in techniques and methods for modern product discovery and agile product delivery. Awareness of the big picture and how to contribute to it by sequencing delivery of new features and value.
• Adept at figuring out solutions to hard problems with many constraints, using sound judgement to assess risks, and laying your argument in a well-structured, data-informed, written narrative.
• Ability to lead and deliver projects. Strong organizational, time management and planning skills. Ability to balance across multiple concurrent workstreams. 
• Clear writer with experience creating technical documentation and workflow diagrams.
• Embrace and embody the Khoros Values: We earn trust through our actions and attitudes, We win and grow as one team, and We listen, learn, and lead to help our customers succeed.

Nice to Haves:

• Experience working in a Customer Service or Community Management role, particularly with exposure to a Contact Center environment.
• Experience with product delivery or use of web analytics tools such as Google Analytics, Domo, Tableau, Pendo, Khoros Analytics.
• Experience working with APIs, partner integrations, workforce management, AI / ML techniques, or SaaS experience.
• Technical aptitude and exposure with modern mobile and web application design, architecture, distributed systems with massive scale & data volumes.

WHY SHOULD YOU JOIN OUR TEAM ?

Awesome Culture

• Performance Driven
• Flexible Working hours

Great Benefits

• Health, Dental & Vision insurance
• Gym Allowance
• Generous leave policy

Competitive Compensation

• Among the best in industry
• Annual bonus

OUR VALUES

We earn trust through our actions and attitudes 

            We win and grow as one team

We listen learn and lead to help our customers succeed