VP of Product
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Company Overview


As the fastest growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.


What does this mean?


We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.


We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.


Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest growing private companies in the US, one of the fastest growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.


Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!


About The Role


Reporting to the Chief Product & Technology Officer, the VP of Product will be responsible for the strategic planning and execution of the product roadmap. You will manage the teams responsible for the full product lifecycle of all Support Ninja product lines, as well as conduct market research, competitive analysis, and interface with customers to inform product strategy. You will be responsible for creating a culture of best practices within the Product Team and play a central role in the success of all product development projects at Support Ninja.


What You Will Do


  • Work with the executive team to assess and define product vision; and execute on product roadmap to bring to fruition.
  • Align product vision, strategy, roadmap, and execution cross-functionally with regards to short-term and long-term goals of the business.
  • Set metrics for success and track progress towards these goals.
  • Lead and mentor a global team of Product Managers to identify, define and roll out new products to unlock revenue opportunities, improve product experience, and innovate the Support Ninja platform to expand our market leadership and long-term growth.
  • Partner with Engineering and the Technology organization as a whole to execute on product roadmap and drive feature innovation, platform capabilities, integrations, and unified design.
  • Drive strong and consistent processes for gathering market requirements, product and release definition and functional requirements.
  • Oversee the innovation and improvement of the product team by identifying gaps in best practices for cross-functional collaboration in service of optimizing roadmap execution.
  • Serve as a primary point of contact for every function that touches and supports the products within the organization.
  • Work with BizOps, Operations, Sales, Marketing, and Customer Success organizations to assess product mix; evaluate market share; conduct competitive analysis; and identify new products. Oversee competitive research and technology assessments.


What You Will Need


  • BS/MS in Computer Science and MBA or related field or equivalent experience required.
  • Big 4 Consulting experience is a plus as is process automation/BPM and RPA experience.
  • 15+ years’ product management experience with B2B SaaS technology products.
  • Strong preference for experience building products for B2C marketers.
  • Strong knowledge of the Point of Sale, Payments, CRM and MarTech industries.
  • Demonstrates sufficient understanding of modern cloud-based architecture.
  • Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and feature concepts.
  • Experience influencing cross functional product teams.
  • Track record of success leading product teams and achieving aggressive company and business objectives.
  • People-focused leader with the ability to build and mentor talented, collaborative teams, develop people and link performance to culture and overall business objectives.
  • Ability to travel domestically/internationally and manage global teams.