1. Identify and innovate on new ways to collect customer feedback within our company product globally

2. Provide key customer service insights and feedback to product and other internal and external business partners, and inform product development with a clear understanding of how customers feel about our product and what is driving customer service contacts.

3. Drive strategic and collaborative discussions with stakeholders around what our customers are telling us, and provide visibility into customer scenarios and gaps. 

4. Plan for operational readiness and effectively communicate product feature launches and changes to customer service team/ agents.

5. Create and maintain relevant Help Center content and self-service tooling to ensure customers who seek help will find resolution to the most frequently asked questions in your subject area. 

6. Be the subject matter expert for the customer service experience and operations for our company features and functionality. 

• Experience leading and driving systematic analytics requirements for a subscription product, preferably global

• Excellent written and verbal communication skills. Can communicate the results of your work clearly to your audience of cross-functional leaders and stakeholders. 

• Experience working with engineering and data science teams to build model-based product features and solutions is a plus.

• BS/BA degree required. A Master's Degree is a plus.

• 5+ years’ experience in one or more of the following areas: Product Management, Product Analytics

• Experience in gathering and compiling business insights and identifying trends from data, including a combination of data from multiple sources. 

• Strong user experience focus and experience, is an advocate for the customer and understands the criticality of data in making sound product decisions.

• Experience in working with global teams across multiple time zones, locations and geographies.

• Media industry experience is a plus, familiarity with the customer service environment is a huge plus.

• Must have the legal right to work in the United States