Product Manager, Customer Experience - DoubleVerify, Inc

Who we are

DoubleVerify is a leading software platform for digital media measurement, data and analytics. DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, publishers and digital ad platforms. DV’s technology platform provides advertisers with consistent and unbiased data and analytics that can be used to optimize the quality and return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com.

About the Role:

DV Pinnacle is our self-service platform which encompasses a suite of robust tools accessible to customers worldwide, that allow them to independently perform a variety of workflows ranging from activation to reporting. 

As Product Manager, Customer Experience you will be responsible for the product delivery of key user experience and workflow enhancements for DoubleVerify’s Pinnacle platform.  You are passionate about building products that customers love and have a proven track record of feature delivery in a product management capacity. You will partner with the Senior Product Manager to develop and maintain the customer experience product roadmap, including feature prioritization.  You will collaborate with multiple departments as well as Pinnacle users to gain a deep understanding of the Pinnacle customer journey with an end goal of improving customer usability and satisfaction.  You have a broad understanding of the online ad-serving landscape, experience in developing and managing self-service products, and a strong desire to provide thoughtful, frictionless user interfaces for internal and external users. Communication and leadership skills are crucial as the position interfaces heavily at all levels and across functions in the DoubleVerify organization, and with key external partners.

This role is based in NYC and sits within the Pinnacle Customer Experience team. 

What you’ll do:

• Be an integral part of the customer experience team driving the creation of the CX backlog, with a focus on the customer journey through the Pinnacle platform.

• Own the customer experience product roadmap; define product requirements, customer use cases, revenue impact and drive features from vision to execution with Pinnacle design and engineering teams, breaking down product vision/epics into user stories for development
• Develop wireframes and workflows for new products, and refine workflows and UI of existing Pinnacle products and features.  
• Gather customer feedback to identify, understand, and prioritize customer motivators, challenges, and expectations.
• Integrate usability studies, surveys, customer interviews, research and market analysis into product requirements to improve user satisfaction.
• Lead and implement A/B testing and experimentation exercises to improve customer experience across the Pinnacle platform.
• Work with product and design teams to incorporate experimentation results and customer feedback into the product development cycle.
• Document CX best practices and processes and help maintain a repository of research findings for continuous discovery. 
• Collaborate closely with other Pinnacle product managers and Pinnacle design team to ensure consistency and uniformity throughout the platform, especially when launching new client-facing products.
• Partner with Pinnacle product analyst to analyze customer behavior patterns, trends and metrics to identify new opportunities for workflow improvements and growth.
• Collaborate with internal stakeholders to gather, evaluate and prioritize feedback on existing and new features to enhance the customer experience and to better understand the needs of DV’s clients.

Who you are:

• 3+ years of AdTech/Online Media industry experience.
• 3+ years product management experience. 
• Track record of being a customer advocate that can translate customer behavior, needs and wants into thoughtful strategy and design.
• Experience in varied usability studies, qualitative and quantitative testing initiatives
• Excellent written, verbal and presentation skills.
• Experience with UI/UX and working with design teams.
• Self-starter, with a desire to create an exceptional customer experience.
• Strong coordination skills especially across cross-functional teams.
• Experience with agile development methodologies and continuous iteration.
• Experience working with the following tools or platforms: JIRA, FreshDesk, Salesforce, Pendo, Figma and Looker

The successful candidate’s starting salary will be determined based on a number of non-discriminating factors, including qualifications for the role, level, skills, experience, location, and balancing internal equity relative to peers at DV.
The estimated salary range for this role based on the qualifications set forth in the job description is between [$86,000-171,000]. This role will also be eligible for bonus/commission (as applicable), equity, and benefits.
The range above is for the expectations as laid out in the job description; however, we are often open to a wide variety of profiles, and recognize that the person we hire may be more or less experienced than this job description as posted.

Not-so-fun fact: Research shows that while men apply to jobs when they meet an average of 60% of job criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes but you’re not sure that you check every box, apply anyway!