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Product Manager, Operator Experience at Auth0

We’re looking for a user-oriented, technically savvy product manager to help us build better offerings to operators who want insight into the performance of Auth0. The product manager for operator experience will understand the use cases, challenges, and opportunities around bringing actionable transparency to Auth0’s customer logs and overall support experience. They’ll bring opinions about what makes troubleshooting an intuitive and facile activity, rather than a tedious and frustrating one. They will have familiarity with the commercial monitoring and analytics ecosystem and be able to craft a vision about how Auth0 can integrate with operator toolchains.


In the first 6 months you will:




    • Create and socialize a product strategy for enhancing Auth0’s operational troubleshooting, help, and support experience

    • Develop a product backlog oriented around the specific concerns of operators, prioritizing opportunities that will improve transparency and delight these users

    • Research and establish a point of view on behalf of Auth0 about our place in the operations toolchain, including evaluating possible integrations



Your ongoing responsibilities will include:




    • Conduct product research and discovery related to new product opportunities

    • Analyze and synthesize signals from multiple sources: users, Auth0 field teams, market data, competitive analysis, and others

    • Define the near and long-term strategy for your product area and socialize it with stakeholders

    • Work daily as a member of a dedicated team with engineering and design, organized around a shared mission

    • Develop and test product hypotheses, working in a lean and iterative way

    • Seek feedback directly from customers during discovery and in early access/beta stages -- frequent customer contact is expected for all our product managers

    • Define and track KPIs and success metrics for your product area

    • Measure the performance of existing features in your product domain and carefully manage its surface area

    • Work with cross-functional partners in Product Marketing and our field teams to enable successful feature launches

    • Create assets to guide product development work (framing documents, user story maps, opportunity canvases, stories for implementation)



About You:




    • Have 3+ years as a software product manager, preferably in a startup environment, with a minimum of 5 years working in the tech industry

    • Love the work of identifying and deeply understanding customer problems

    • Have empathy for users and seek their input at all stages of the product lifecycle

    • Are a champion for collaborative, iterative product discovery, and embrace your role as a member of a cross-disciplinary team

    • Have experience working with cloud-based monitoring and analytics services

    • Understand the customer support request workflow, from learning and troubleshooting to ticket creation

    • Have a degree of technical fluency that allows you to communicate with and understand your target audience (operators / sys admins)

    • Know how to make the complex approachable for users at all skill levels

    • Like to get your hands dirty and use the products you build daily

    • Have exposure to lightweight product development methods such as user story mapping or rapid prototyping

    • Are great at communicating with people at all levels, with varied backgrounds

    • Are self-motivated and comfortable working remotely

    • Can travel domestically or internationally when required (15% or less)