Senior Product Manager - Customer Insights (Minneapolis, MN)

at  SmartThings

DESCRIPTION

We’re SmartThings, one of the leading IoT ecosystems in the world, creating the most effortless way for anyone to create a smart home. As a wholly owned subsidiary of Samsung, our corporate offices are based in Minneapolis and the Bay Area.
More than 270 million people worldwide use SmartThings to control and manage their connected life. SmartThings delivers simple, powerful experiences across Samsung’s leading portfolio of phones, TVs, and appliances, and we offer the most versatile smart home experience as an open platform with a rich partner ecosystem. As a founding member of Matter, we are a leader in the industry to help make smart homes more secure, reliable and seamless to use.
Like the smartphone revolution, smart home technology is transforming the way we interact with the world around us. With SmartThings products, we’re reducing global emissions, improving service industries, and creating a safer, smarter planet. Come be a part of the transformation with us! Do the SmartThings!

INCLUSIVE HIRING PRACTICES

If your skills and experience are close to what we’re looking for, we encourage you to apply. We know that abilities can be developed in many different ways, and some of the most educational paths have twists and turns. Diversity of thought creates the most creative teams, and we’re passionate about adding new perspectives to the conversation at SmartThings. Even if you aren’t certain you meet every requirement, we encourage you to apply!

What You Bring On Day One (Required Qualifications)

• 5+ years of experience in product management, qualitative research, customer experience, market research, sociology, or a related field
• Technical fluency, including an understanding of quantitative research methods and how to integrate them with quantitative findings, and the ability and drive to reach a sufficient understanding of a complex platform/product.
• Expertise in your field, including proficiency in qualitative data analysis methods and tools and an eye on developments in new fields (e.g., AI)
• Some experience with user research and/or focus groups
• Strong analytical skills with the ability to interpret and synthesize complex qualitative data, and experience using data and metrics to determine and drive improvements.
• A customer-centric mindset, and an intuitive understanding of optimal versus sub-optimal customer experiences; an ability to quickly assess a situation and identify solutions.
• Skill and comfort using oral and written communication to express complicated concepts, and the ability to persuade, inspire, and motivate others.
• Experience in the technology industry, ideally in global or multi-stakeholder environments.
• Excitement about shaping the future of SmartThings and our global platform and operating as an integral part of our team with ownership, resilience, empathy, collaboration, and inclusivity to embody our core values.
• Bachelor’s or Master’s degree in a relevant field

KEY RESPONSIBILITIES

This position is a hybrid role, based onsite 3 days a week at our office in Minneapolis, MN.
About The Team
SmartThings is seeking a Senior Product Manager - Customer Insights to join the Product Operations team, which serves as a force multiplier for the SmartThings Product & Growth team. In this role, you will be responsible for driving a new high-visibility function with considerable impact to the business and global customer experience. You will collaborate with cross-functional teams to ensure the voice of the customer is integrated into business strategies and decisions. This is an incredible opportunity to shape the future of SmartThings and a leading smart home brand.

ABOUT THE ROLE

In this role, you will own the strategic VoC roadmap for the organization, ensuring that the Product & Growth team and SmartThings leaders have access to high-quality, actionable VoC insights using the latest and most reliable technology. A successful candidate is passionate about customer experience, and has a track record of building experiences customers love. You bring strong business acumen, curiosity, and deep analytical skills, and you’re excited about using data to drive collaborative decisions. In your toolbox, you’ll have qualitative analysis skills to process VoC from many sources (e.g., surveys, app reviews, community forums, social media, etc), quantitative data for multimodal reporting, and the ability to drive user research as needed, and you’ll use all of these tools and more to influence the future of SmartThings.
Key Responsibilities

Insights-driven Strategy

• Develop, socialize, and continually iterate on a strategy and roadmap for our VoC function and research across Product & Growth teams to deliver continuous awareness of overall customer sentiment as well as targeted insights to drive our top strategies and initiatives.
• Translate qualitative data into actionable insights that inform product development, communicating findings through customer personas, user journey maps, detailed analyses, and executive-level presentations.
• Collaborate closely with key stakeholders including global Product, Growth, and Marketing teams to deliver timely insights to influence strategy.

Qualitative Data Analysis, Planning, and Tools

• Design and execute surveys and user research studies in partnership with product managers and 3rd party firms to solicit direct VoC and deliver findings in standalone reports or paired with other modes of research.
• Collect, organize, and analyze customer feedback from a wide variety of available sources, using best available qualitative data analysis techniques to identify themes, trends, pain points, and patterns.
• Own and continuously improve our VoC program by selecting and maintaining VoC data collection sources, methodologies, and tools, ensuring data quality and integrity by implementing best practices in qualitative research.