Senior Product Manager - Customer Service (Remote - US)

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Senior Product Manager - Customer Service (Remote - US)

Raleigh, NC / Product Management Product Management / Full-Time Employee About the Role Lucidworks is seeking a talented mid-career product manager to help position the new industry-leading SaaS product that we launched late last year.

The ideal candidate will have experience in SaaS-based product management as well as a knowledge of the customer service ecosystem and manage the technology stacks that are familiar to that vertical.

Lucidworks Customer Service application, launching this year, leverages AI-powered Search and generates intelligent insights for service agents that improve productivity and leads to better customer satisfaction and outcomes for an organization.

The Senior Product Manager for our Customer Service application will lead the design and go-to-market strategy and expand Lucidworks Software-as-a-Service (SaaS) footprint by innovating and developing solutions tailored to Customer Service.

You will collaborate with peers leading the charge in SaaS-based search. This role rolls up through the Product organization at Lucidworks, and works as one, cohesive and dynamic unit, so if youve ever had challenges getting time and attention from product leaders, that challenge does not exist here.

• Have a good understanding of customer support platforms like Salesforce, Zendesk, and ServiceNow, and will engage with internal and external stakeholders to expand our portfolio of offerings
• Be responsible for the vision and execution of the roadmap, and make critical decisions related to the SaaS product
• Collaborate in the planning and strategy that shape products, gather product feedback and ensure the growth and health of products
• Lead end-to-end product development from gathering and understanding user requirements to successfully delivering products
• Work with cross-functional business teams (Sales, Marketing, and Partners) to understand dependencies, prioritize requirements, and drive delivery of product features
• The product manager is also a product owner that maintains a healthy backlog of prioritized features
• Understand the technical stack used to develop the product and be able to have technical conversations with the engineering (development and QE) teams
• Collaborate with the user experience, documentation, and product marketing teams at various stages of the product development lifecycle
• Have an understanding of Lucidworks competitors in Customer Service and develop plans to mitigate and neutralize the competition by building technically competing products and features
• At least 3 years of prior experience working as a Product Manager, with 2+ years experience as a Business Analyst, Data Scientist, Data Engineer, or related occupation
• Knowledge of customer support platforms like Salesforce, Zendesk, and ServiceNow
• Understanding of Knowledge-Centered Service (KCS v6) practices and concepts is desirable
• Knowledge of Agile methodology and principles
• Understanding of microservices architecture, preferably using Open Source technologies like Apache Solr, Apache Spark, Kubernetes, Python, and TensorFlow
• Understanding of or experience with implementing Search and / or Data Science / Artificial Intelligence related software solutions.
• Ability to create technical design documents for product requirements
• Masters degree or foreign equivalent in Computer Science, Mathematics, Information Systems, or related field
• Position requires 10% travel, fully reimbursed by the employer

We are a remote first company but in certain positions where office attendance is deemed to be essential to the role, offers of employment shall be conditional upon proof of vaccination or exception.

COVID Vaccination : Lucidworks policy requires employees to be vaccinated before they visit an office.

Please note that at this time Lucidworks is unable to sponsor US employment authorization (both new and transfer).

About Lucidworks Lucidworks is leading digital transformation for some of the world's biggest retailers, financial services firms, manufacturers, and healthcare providers.

By fusing the power of search and AI, Lucidworks creates connected experiences for shopping, work, research, and support.

Brands like Lenovo, Reddit, and Red Hat rely on Lucidworks to power personalized experiences that delight customers and empower employees.

Fusion is our cloud-native, ML-powered search platform that integrates open-source projects Spark and Solr with our proprietary code for query intent prediction, low latency search, hyper-personalization and smart app creation.

Our products include applications that run on the Fusion platform including Predictive Merchandiser, which helps ecommerce teams harness the power of ML to improve ecommerce conversion and Smart Answers, which enhances chatbots and virtual assistants with natural language processing and deep learning.

We believe in building a team to deliver these products that make searching for insights a uniquely personal experience for a worldwide community of users.

Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way.

Applicants receive consideration based on the relevant talents, skills, and experiences they offer to our company. Thank you for your interest and we look forward to learning more about you.