Senior Product Manager

Company: Bellwether Coffee
Location: Berkeley
Posted on: January 11, 2022

Job Description:

Senior Product Manager - Customer Onboarding + Support
Location: Remote

About us

Headquartered in Berkeley, CA, Bellwether Coffee is a venture-backed, high-growth tech company working hard-alongside other game-changers-to positively transform the coffee industry, making it more accessible and sustainable for our planet and our communities. We're a diverse team of coffee industry veterans, entrepreneurs, engineers, technicians, human-centered designers, and people-focused rule-breakers who have a passion for making the "impossible" a reality.

What we do

Our revolutionary electric, ventless, zero-emissions commercial coffee roaster uses clean technology and does not require gas lines or expensive ventilation. It's the most consistent and controllable roaster available, the lowest carbon footprint commercial roaster ever made, and was designed by coffee people who want a better future for coffee roasting. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles (or create their own), and share fresh, delicious coffee just the way their customers like it.

About you

You are a crucial member of the team. You're an integrity-driven person who enjoys solving problems, rapidly adapts to change, and thoughtfully shares your progress and ideas with the team. You have a sense of urgency with everything you do without compromising quality and detail. You're naturally empathetic and deeply committed to the equitable treatment of all people everywhere.

About the Position

As the Senior Product Manager, you'll guide a cross-functional team through the entire product lifecycle, from research, ideation and roadmap to design, development, refinement, evolution, and growth. You will be responsible for making business decisions and leading your team to deliver a great customer experience and drive meaningful business growth. To do this, you'll do everything from carrying out research to define problems, facilitating ideation and exploration of viable solutions, driving clarity and consensus by owning documentation and requirements, understanding timing and resources and navigating tradeoffs, to working with teams across the business to bring products to a successful launch and beyond.

This role is specifically focused on the customer onboarding and support experience, building internal and external tools and cross-platform/cross-channel customer experiences to help new customers get their roasting businesses up and running, and ensuring a positive experience when they run into technical hiccups.

The Senior Product Manager will:

Act as the leader of a cross-functional product team consisting of product designers, developers, customer success, support and community managers, and UX researchers, as well as collaborating with product marketing, IT, sales, and support to ensure a successful product - and -product launch.
Develop and maintain deep customer empathy through frequent customer interviews, qualitative and quantitative research, and product usage metrics.
Apply customer learnings to develop insights-based software product roadmaps.
Write clear and concise product requirements focused on describing the customer need, context, constraints, and business goals and communicate them to senior business leaders, designers, and developers.
Proactively identify and resolve roadblocks and dependencies within your roadmap, and work with teams to manage trade-offs, balance business and customer needs with technical and resource constraints, and ensure the right product ships at the right time.
Build and foster a strong product culture around testing and learning, to move quickly, mitigate risk, and get to the right product.
Define meaningful KPIs for the onboarding and customer support experience and evaluate the effectiveness of your initiatives through product instrumentation, data analysis, and customer research. Drive strategic roadmap investments to improve those KPIs over time.

As an experienced Product Manager,

You have led geographically distributed, cross-functional teams through the process of creating - -and shipping - -a number of complex products. You're excited about solving complicated product challenges across multiple markets, hardware and software platforms, and at scale.
You have a pragmatic and adaptable approach to product management. You apply best practices, but are always on the lookout for new approaches to try; you know when to build a quick and dirty experiment and when to build at scale; and you know when to look at more data and when to just make a call.
You understand that saying "no" is far more powerful than saying "yes", and tirelessly manage goals, roadmap and priorities to keep the team aligned and on strategy.
Your approach to product starts with a keen understanding of customer behavior and motivations, grounded in qualitative and quantitative user insights. You constantly tie what the team is doing to the strategic context and the customer problems we're trying to solve.
You're a compelling presenter with strong listening, persuasion, and facilitation skills, whether you're interviewing customers, hashing through the details of technical tradeoffs, or delivering updates to executives. You know when to adjust your focus, vocabulary, and level of detail according to the audience and the goal of the conversation.
You thrive in an environment with engaged - and sometimes very opinionated - teammates. You're dedicated to fostering a collaborative and inclusive work environment, and don't just welcome, but center and amplify, backgrounds and points of view that differ from yours.
You are relentless in removing ambiguity and adding clarity in every interaction with your team, and make clear, decisive calls when a call is needed. And when you don't make the right call, you take responsibility and quick action to fix it.
You choose being kind over being polite, which often means identifying and addressing issues, delivering and accepting bad news, pushing outside your comfort zone, and having the hard conversations to get to a better outcome.
You are a strategic systems thinker who also has a strong love of craft and an eye for details. You set high standards for yourself and others, and have a strong willingness to push boundaries when you know we can do better.
You have a solid understanding of the tools of the trade and technologies used, but you aren't afraid to dive in to expand your understanding, whether it's technical architecture, regulatory rules, or coffee jargon - and you're comfortable asking dumb and not-so-dumb questions to fill in gaps in your knowledge.
You love coffee - and -coffee people. You're ready to transform the coffee business while making a meaningful impact on the environment and improving the livelihood of coffee growers for years to come.

This team is remote-first, but occasional travel to the Bellwether offices in Berkeley, CA is required (approximately once a quarter) when it is safe to do so. Candidates must have authorization to work in the U.S. and be available during working hours in the Pacific time zone.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, pregnancy, national origin, ancestry, age, marital status, physical or mental disability, genetic information, medical condition, veteran status, or any other class protected by local, state, or federal law.

Keywords: Bellwether Coffee, Berkeley , Senior Product Manager, Executive , Berkeley, California