Vice President, Product Management - Customer Service

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXMis the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company's advertising sales organization, which operates as SiriusXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through Sirius XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

How you'll make an impact:

SiriusXM is seeking a Vice President, Product Management - Customer Service to lead our customer service transformation efforts, including the implementation of AI/ML based modern agent desktop, routing, chat and voice solutions. The ideal candidate is enthusiastic, collaborative, makes data-driven decisions, obsesses about the customer and can build trust with all areas of the business..

What you'll do

• Develop and execute a comprehensive vision and strategy for implementing modern customer service platforms that leverage AI and Machine Learning to improve customer experiences and drive operational efficiency.
• Lead, inspire and develop a team of product managers to define and deliver the overall customer service roadmap across the entreprise
• Oversee the end-to-end product management lifecycle for customer service, including defining requirements, prioritizing features and ensuring successful delivery of new capabilities and business value.
• Initiate and promote new & innovative solutions to improve and optimize customer service.
• Stay ahead of state of the art industry trends in the technology and customer service space.
• Encourage and champion the use of data and experimentation to help drive feature investments and prioritization
• Build relationships and partnerships with teams across the company to align on strategy, vision, execution on in-market features
• Collaborate with cross functional stakeholder, product, engineering, design, data and editorial teams to form holistic points of view and confidently make product decisions
• Present and provide visibility to executive leadership into the vision, roadmap and impact
• Foster an inclusive work culture
• Provide coaching, mentoring and support to people leaders and individual contributors by setting clear expectations, sharing actionable feedback, and supporting both career growth and personal development

What you'll need:

• 15+ years of demonstrated leadership experience as a people manager and delivering customer service experiences to in-market applications
• Strong & proven experience of successfully leading large-scale Salesforce Service Cloud implementations in the media industry or subscription businesses. Experience with Amazon Connect and Genesys Cloud
• Experience with chat, voice, telephony and workforce management platforms
• In-depth understanding of customer service operations and best practices
• Strong track record of building and leading effective teams
• Strong leadership and interpersonal skills, with the ability to motivate and guide cross-functional teams
• Success collaborating with product and engineering teams
• Proven ability to deliver against fixed deadlines
• Have a strong understand of machine learning and data science terms
• Excellent business judgment and strategic thinking
• Excellent communication skills at all levels, including executive management
• Experience in working with internal and external engineering teams to develop product features
• Experience in working with analytics and experimentation teams on measurement, reporting and testing
• Understand and lead through influence rather than by authority or organizational hierarchy
• Strong analytical thinking skills
• Enjoys working in a fast-paced environment and thrives in a company experiencing significant growth
• Must have legal right to work in the US.

At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $218,000 to $300,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.
R-2024-03-84