Senior Product Manager

Travel is not just about the destination; it's about every memory made along the way. We are dedicated to shaping the future of travel by partnering with 200+ airline, hospitality, cruise, passenger rail, and financial services companies to create new, meaningful revenue streams through incredible customer experiences.

Rooted in our core values of being ambitious, innovative, and collaborative, we are driven to continuously raise the bar, exceed expectations, and bring out the best in everyone, fostering a culture where we believe we are better together, working towards an extraordinary future in travel.

Come help us transform everyday travel into extraordinary experiences.

ABOUT THE ROLE :

Plusgrade is searching for a Senior Product Manager, Reach / Email to join our growing team and establish a Customer-centric vision that will transform our products and the travel industry.

Reporting directly to the VP, Product, in this role you will be responsible for leading initiatives focused on defining the Reach / Email product strategy and vision, product design and development, process improvement and increasing Customer satisfaction.

This involves identifying Customer needs and business opportunities, and taking them through to implementation by collaborating with the business and engineering teams at Plusgrade.

WHAT YOU WILL BE DOING :

• Working with other key members of the leadership team, you’ll help turn the company vision and mission into reality through researching, ideating, implementing, launching, and iterating on new and existing products.
• Own all product initiatives focused on reaching and communicating with Customers including email, text messaging, push notifications, WhatsApp, Facebook Messenger, API’s, future channels, etc.
• Working with partners and 3rd party vendors to identify and implement the best software solutions to enhance our ability to communicate with Customers through email, social media, and messaging channels.
• Constantly iterating, solving problems, and working to help improve the traveler experience.
• Defining the Reach product roadmap and strategy, based on market research and input from key stakeholders
• Gathering and analyzing feedback from customers and other stakeholders to identify opportunities for Reach product improvement
• Integrating usability studies, research, and market analysis into product requirements to enhance Customer satisfaction.
• Building a culture of product enthusiasts and providing vision and direction to an agile team.
• Working with engineering and design teams to plan and execute development projects, and to ensure that products are delivered on time and within budget
• Ideating and working with the UX team to design new products and features that will influence millions of travelers around the world
• Developing and maintaining relationships with key partners and vendors, to ensure that the company has access to the necessary resources and technologies to develop its products
• Collaborating with marketing and sales teams to develop product marketing and sales materials, and to support product launches and other marketing initiatives
• Analyzing data to understand user behavior and market needs for using data and analytics (inform and drive key decisions with data-informed insights and research).
• Partner cross-functionally with other Product Managers, marketing, engineering and commercial teams to understand their questions and challenges in order to expand our product portfolio
• Develop and track progress against a product roadmap to build data-driven capabilities over time (including the definition and tracking of key performance indicators)
• Provide guidance to engineering teams by providing product requirements, as well as clarifying customer goals and business priorities to ensure they focus on our highest impact projects
• Support the deployment of analytics projects and data-driven product features
• Partner with engineering and IT teams to align on data architecture, tools and technologies

YOU ARE SOMEONE WITH :

5 to 7 years of experience working with and designing products that utilize email, social media, and messaging channels to reach Customers.

The ideal candidate will be familiar with common email solutions such as Salesforce and have experience building connections to Customers through WhatsApp or push notifications.

• Ideally the candidate will have 2 to 3 years experience working in the travel industry and will have worked directly with airlines, cruise, or rail.
• A passion for email and emerging channels for communicating with and building relationships with Customers.
• Have experience Customer segmentation, transactional emails, automation workflows, and best case practices for creating, managing, and sending emails.
• Bachelor's degree in Design, Product Management, Business, Computer Science, Information Technology, or related field
• 5 to 7 years of proven success in a product management role, especially in high-growth environments within categories like e-commerce, travel, and customer loyalty
• 5 to 7 years experience of product management, product design with user interfaces, wire frames, and mock-ups
• 2+ years experience building mobile app solutions on iOS and Android in the consumer space, utilizing push notifications and other digital in app communication.
• Passion for being innovative and driving Customer-centered experiences, attention to detail in content, usability, and design.
• Strong entrepreneurial attitude to help innovate and execute product initiatives which in turn will create amazing traveler experiences across the Customer journey.
• Track record of building and launching innovative customer facing features that drive growth, reduce customer pain points and improve retention
• Strong creative skills that go beyond iterative or obvious improvements to test experimental product features
• Passionate about technology, people and shaping Plusgrade’s ability to provide frictionless end-to-end customer experiences
• Experience preparing easy to read and visually pleasing documentation, presentations and related product overviews.
• Experience writing business and product requirements, building roadmaps and prioritizing efforts based on multiple inputs.
• Familiarity with Agile software development methodologies.
• Able to work with limited supervision and be accountable for actions and decisions and show proven ability to influence cross-functional teams without formal authority.

WHAT YOU’LL LOVE ABOUT US : RRSP / 401(k) Matching Comprehensive Health Plans Unlimited Vacation / PTO Travel Experience Credit Annual Wellness Credit Team Events and Monthly Lunches Home Office / Commuter Credit Work From Anywhere Program Parental Leave Top Up Adventure Pass

OUR PROCESS : Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process.

We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law.

Upon request, we will provide accommodation for applicants with disabilities.

We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally.

All applications will be reviewed by our Talent Team and the successful candidate(s) will go through the following recruitment process :

• Recruiter Phone Interview
• Hiring Manager Interview
• Take-home Assessment or remote coding exercise (if applicable)
• Team Interview

All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.

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