Head of Operations - Shopify App Portfolio

<p> <strong>Headquarters:</strong> Remote, United States </p> <p>At Squarespace, we empower our product teams to solve hard problems in ways that our customers love and strengthen our business. As Senior Director of Product for the Client Engagement Group (CEG), you will lead the product strategy and execution for Squarespace's customer engagement platform: the CRM, email campaigns, automations, and transactional communications that enable our merchants to build lasting customer relationships and grow their businesses on Squarespace.</p> <p>The Client Engagement Group sits at the center of Squarespace's growth strategy. Our marketing tools are a critical lever in increasing product attach, reducing merchant churn, and building a differentiated position in the service commerce landscape. You will own the vision for transforming our current communications offering into a unified customer engagement hub… one that competes with best-in-class tools while leveraging Squarespace's unique data and ecosystem advantages.</p> <p>You will report directly to the President of Squarespace and serve as a member of the Product leadership team. You will have the option of working on-site (hybrid) at our NYC headquarters or remotely within the U.S.</p> <h2><strong>You’ll Get To…&nbsp;</strong></h2> <ul> <li>Define and drive the multi-year product vision and strategy for CEG - spanning CRM, email campaigns, automations, transactional communications, and emerging channels including SMS - with a clear line of sight to revenue growth and platform impact</li> <li>Own the Email Campaigns business line end-to-end: report on revenue performance, develop engagement and GTM strategies, and lead roadmap decisions in close partnership with commercial and marketing stakeholders</li> <li>Build toward a competitive, full-featured customer engagement platform by prioritizing investments in business CRM, transactional automations, flexible communication channels, and advanced segmentation that meet the sophisticated needs of today's service sellers</li> <li>Lead, grow, and mentor a team of product managers across multiple product lines, setting a high bar for hypothesis-driven development, roadmap rigor, and customer-centricity</li> <li>Partner with Engineering and Design functional leads to deliver outcomes across the team; step in to remove blockers and maintain velocity on high-priority initiatives</li> <li>Collaborate across the Squarespace ecosystem - with Commerce, Growth, Financial Solutions, and GTM - to ensure CEG products are deeply integrated into the broader platform</li> <li>Champion the use of Squarespace data and AI to create smarter automation flows, personalized outreach, and differentiated customer engagement experiences that competitors cannot easily replicate</li> <li>Shape the process, craft, and standards for senior product leadership at Squarespace</li> </ul> <h2><strong>Who We’re Looking For&nbsp;</strong></h2> <ul> <li>12+ years of product management experience, with a meaningful portion spent building and scaling customer engagement, CRM, marketing, or communications products</li> <li>5+ years leading and developing teams of product managers in complex, multi-product environments</li> <li>Deep familiarity with the customer engagement and email service provider landscape; informed perspective on what it takes to compete with and differentiate from best-in-class marketing and CRM tools</li> <li>Demonstrated ability to own a revenue-generating product line with accountability for business outcomes, not just product delivery</li> <li>Strong strategic instincts paired with a bias for execution; comfortable operating at the intersection of vision-setting and unblocking day-to-day team work</li> <li>Excellent communicator and cross-functional partner with the credibility to influence senior leadership and align stakeholders across product, engineering, commercial, and marketing functions</li> <li>Experience applying hypothesis-driven develop

<p> <strong>Headquarters:</strong> Remote, USA </p> <h3><strong>Joining Collibra’s CPS Engagement team</strong></h3> <p>At Collibra Public Sector (CPS), our Professional Services team relies on Federal Engagement Managers to oversee the delivery of customer expectations for the services we sell, working directly with customer key projects leaders and executive stakeholders throughout the entire customer journey. They work closely with customers at various stages of their data maturity journey, from adoption to expansion to renewal. The Federal Engagement Manager acts as a customer champion in managing the installation, configuration and implementation of purchased products and technologies. They partner with clients to ensure they quickly understand product functionality and are able to optimize benefits and accelerate time to value. This is an exciting opportunity to work with large enterprises across the Federal business to support their roadmap and data programs with Collibra.</p> <h3><strong>CPS Engagement Managera at Collibra are responsible for&nbsp;</strong></h3> <p><strong>Client management and communication</strong></p> <ul> <li>Manage services delivery across a portfolio of diverse customers / accounts.</li> <li>Work with clients to manage the installation, configuration and implementation of purchased products and technologies.&nbsp;</li> <li>Partner with clients to ensure they quickly understand product functionality and are able to optimize benefits and accelerate time to value.&nbsp;</li> <li>Ensure clients have the process, technical and expert advice required in the early stages of product implementation.</li> <li>Lead federal customer engagements ensuring mission-aligned consulting services are delivered that adhere to CPS’s delivery models, engagement processes, methodologies, and artifacts, while ensuring compliance with applicable government regulations and security standards (e.g., FedRAMP, FISMA, GovCloud).</li> <li>Build relationships with senior level customer stakeholders, partners, and service integrators, ensuring a successful implementation</li> <li>Successfully correlate Collibra product features to the customers' use case/s.</li> <li>Work with customer stakeholders to help clarify business objectives and develop solutions through the application of Collibra's products, technologies, and services.</li> </ul> <p><strong>Planning and project management</strong></p> <ul> <li>Develop project plans based on the CPS Account Plan and on customers Initiatives and Use cases.</li> <li>Assist the customer by understanding their particular concerns and challenges.</li> <li>Assist the Solution Architect with the customer solution during the initial requirements gathering and work with the customer to suggest further functionality.</li> <li>Provide federal agencies with tailored data governance strategies that incorporate best practices, enable knowledge transfer, and drive measurable business and mission outcomes.</li> <li>Understand and effectively articulate, delivering required documented status updates, to customer and CPS stakeholders the project status throughout the services engagement.</li> <li>Communicate implementation escalations, risk, issue management, and change management, on a weekly basis both within Colibra and to the Service Manager for the project.</li> <li>Identify and drive value and measurable outcomes as part of an implementation project.</li> </ul> <p><strong>Advocacy and business alignment</strong></p> <ul> <li>Serve as a trusted advisor and liaison between relevant internal stakeholders including Sales, Support, and the customer, driving activities required for service delivery.</li> <li>Partner cross-functionally with Sales, Customer Engineering, Product, Support, and Executive teams to ensure alignment with customer priorities.</li> <li>Understand the basics surrounding Collibra Platform, operating model, workflow, and integration capabilities.&nbsp;</li> <li>Assist with the succe