About the Role
We are looking for a Product Manager to own customer feedback systems and discovery research for the Self-Service team. You will build structured processes for feedback collection while conducting regular partner research to uncover needs and validate priorities.
This role reports to the Director of Self-Service and works closely with Integration Managers, Customer Success, Support, and Product teams.
Responsibilities
* Feedback Systems:
o Design and operate structured feedback intake
o Route actionable items to relevant team members
o Produce monthly closed-loop reports
* Customer Discovery:
o Conduct regular partner interviews
o Apply jobs-to-be-done methodology to understand underlying needs
o Map pain points across the partner journey
o Validate feature requests and prioritization hypotheses
o Document success stories and use cases
* Insights & Reporting:
o Maintain partner journey friction map
o Synthesize feedback themes into prioritization input
o Track feedback-to-resolution metrics
o Present insights to team and stakeholders
Requirements
* 3+ years of product management experience with a customer research component
* Demonstrated experience conducting user interviews and synthesizing insights
* Strong analytical skills for pattern identification
* Experience designing or operating feedback programs
* Excellent written communication for reports and documentation
* Ability to drive action based on evidence
* Fluent English
Nice to Have
* Experience in B2B SaaS customer research
* Background in customer success, support, or voice-of-customer programs
* Training in jobs-to-be-done or design thinking methodologies
* Gaming industry knowledge
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