Vice President of Product, Support Suite

Vice President of Product, Support SuiteAbout the CompanyAdvancing software development organization based in San FranciscoIndustryComputer SoftwareTypePrivately Held, VC-backedFounded2015Employees201-500Funding$51-$75 millionCategoriesComputerCustomer ServiceE-CommerceSoftwareInformation Technology & ServicesComputer ProgrammingProfessional ServicesComputersTechnologySpecialtiesecommercecustomer supportonline storecustomer experiencehelp desklive chatorder managementcustomer support automationecommerce automationshared inboxhelp centerknowledge baseemailsmscustomer servicesaassocial mediaomnichannel supportshopify storeand cloudAbout the RoleThe Company is seeking a VP of Product for its Support Suite, a pivotal role in the organization. The successful candidate will be at the forefront of defining the future of commerce with a focus on conversational AI that enhances sales and automates customer experience for merchants. This leadership position demands a strategic thinker with a founder mindset, capable of aligning team needs with the company's broader priorities. The VP of Product will be responsible for all products used by CX Managers and human support agents, including core ticketing services, various communication channels, and automation tools. A key aspect of the role is to partner with the conversational AI team to increase the automation rate for support requests while maintaining high customer satisfaction. The ideal candidate will have a proven track record in product management, with experience in leading end-to-end product development and managing large teams. They should be adept at strategic planning, cross-functional coordination, and fostering a product culture that is customer-focused and value-driven. The role requires an individual with a strong, inspirational product vision, empathetic leadership, and the ability to stay current with industry trends. The VP of Product will also be involved in change management, and team development, and will be expected to be a composed authority, making data-driven and customer-focused decisions. A background in agile development and a passion for driving product and operational excellence are essential.Hiring Manager TitleCEOTravel PercentLess than 10%FunctionsProduct ManagementInformation Technology