Overview

The Role and Team

Medallia is seeking an experienced Product Manager to lead our data sampling and feedback collection services within the Experience Platform. This role owns the mission-critical systems that serve as the engine for the world's most sophisticated customer experience programs, directly powering how the Fortune 100 listen to and engage with their customers at every touchpoint. The role will manage a portfolio of established systems, balancing the critical need to maintain high-scale current operations with the vision to build next-generation survey capabilities. You'll work closely with our Listen Experience Applications team to build the platform capabilities that will support the evolution of omnichannel listening. This is an exciting and strategic role focused on building innovative solutions that will enable our customers to gather feedback effectively, at the right times and through the right channels, unlocking valuable new insights and empowering real-time action to improve CX.

Responsibilities

Key Initiatives

• Survey Engine Unification: Lead the initiative to unify disparate survey engines and broadcaster technologies into a streamlined, high-performance platform to support omnichannel signals and improve flexibility for future innovations.
• Next-Gen Roadmap: Develop the platform capabilities to deliver the next generation of dynamic surveys using innovative technology
• Operational Health & Efficiency: Stabilize core platform services to reduce operational overhead and reactive maintenance to less than 15% of team capacity, shifting the focus from issue investigation toward proactive roadmap delivery.

Key Responsibilities

• System Ownership: Manage the core product areas including the Survey Engine, inbound/outbound feedback collection mechanisms, Anti-Cheating Engine, and Sampling services.
• Pragmatic Execution: Act as a leader who understands the dynamics of working in an established system, managing pragmatic solutions that balance innovation with serving active enterprise scale clientele.
• Stakeholder Management: Partner closely with cross-functional teams, including product managers, engineering, architecture, alliances, and go-to-market, to manage complex migrations and define technical standards.
• Technical Excellence: Work closely with engineering leads to make sound technical trade-offs, ensuring the platform is built for performance, reliability, and long-term maintainability.
• Operational Efficiency: Lead high-efficiency cross-functional teams focused on innovation, while minimizing reactive maintenance and cost-of-doing-business activities.

Candidates based in the Tysons vicinity will be prioritized as this role is Hybrid, 3 days per week onsite.

Qualifications

Minimum Qualifications

• Experience: 4-6+ years of product management experience with enterprise SaaS platforms; 2+ years specifically in platform product offerings.
• Established Systems: Proven track record of managing mature systems and handling the complexities of migrations and technical debt.
• Demonstrated Technical Proficiency: Strong track record of engaging in deep technical discussions with engineers regarding API design, platform health, and data platforms.
• Pragmatism: A demonstrated ability to balance current maintenance and high-quality shipping with future-looking innovation.
• Communication: Excellent collaboration skills with experience building consensus across diverse cross-functional teams.

Preferred Qualifications

• Experience in email delivery, fraud detection, CDPs, Standard Protocols (HTTP, SMTP, SMS/RCS), data modeling, or similar.
• Experience with a data collection or market research domain.

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $154,00 - $190,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.