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Director of Product Management, Customer Experience

Company: Sonder Inc.
Location: San Francisco
Posted on: May 16, 2022

Job Description:

Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014 and headquartered in San Francisco, Sonder is making a world of better stays open to all with a variety of accommodation options - from rooms to suites and apartments - found in more than 30 cities spanning eight countries and three continents. Sonder's innovative app empowers guests by making self-service features and 24/7 on-the-ground support just a tap away. From simple self check-in to boutique bathroom amenities, we bring the best of a hotel without any of the formality

The Customer Experience (CX) group is responsible for the technology Sonder uses to interface with guests throughout their stay. Whether preparing for arrival, checking in, enjoying their stay, or getting help, our guests have amazing stays because of the power of Sonder technology as delivered by the CX team. As Director of Product Management over Customer Experience, you will lead a team of product managers to develop technology to make every intrastay guest interaction amazing. You will work with business leadership to set the customer experience technology vision and strategy for the company and lead your team to translate that strategy into roadmaps. You will work with technology leadership to ensure that we have the right tech in place to delight our guests at every turn. Finally, you will work with other product leaders to ensure that our intrastay technology strategy meshes seamlessly with our revenue tech, operations, and back-end services.


  • Lead and own the long-term vision and strategy for our customer experience products
  • Manage a group of product managers of concierge (contact center and on-site representatives), guest safety and access, and the Sonder mobile app
  • Serve on the senior business leadership team for Guest Experience, collaborating with business leaders to drive experience strategy, set OKRs, and guide and structure the organization
  • Hire the best product talent in the marketplace: product managers who are tech savvy, design thinkers, process optimizers, and experts in user experience
  • Maintain a deep competitive awareness and understanding of user needs, and think both big and small to lead the team to identify the right investment opportunities
  • Manage team execution against the customer experience product roadmap
  • Define, measure, and monitor objectives and key results for the customer experience technology team
  • Serve on the technology leadership team at Sonder, setting standards, processes, expectations and structures across product, design, user research and engineering

    • A high-performing product leader with minimum 8 years of experience designing and building products / experiences
    • A skilled storyteller, able to articulate and sell a vision or write a clear and compelling business case
    • A people leader, with 3+ years' experience finding, hiring, and coaching great product managers
    • A customer advocate, able to use customer feedback, data, and research to craft intuitive solutions to customer needs and represent the customer in team conversations
    • An organizational leader, with experience navigating stakeholder groups and leading data-driven roadmap development for multiple products / product teams
    • A fast-mover, with a strong track record of quick execution and high impact
    • A student of technology, with a BS or MS in Computer Science, Engineering, or a related technical discipline or equivalent experience

      Bonus Points
      • Experience in mobile development or contact center tech
      • Experience in hospitality or travel tech

        We also have great benefits to make your life easier so you can focus on what you're best at:
        • Competitive compensation
        • Generous stock option plan
        • Medical, dental and vision insurance (where applicable)
        • Flexible vacation
        • Annual free credits and discounts to stay in Sonders
        • A company with a huge vision, a dynamic work environment, and a team of smart, ambitious and fun to work-with colleagues!

          We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.

Keywords: Sonder Inc., San Francisco , Director of Product Management, Customer Experience, Executive , San Francisco, California

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