Sr. Director, Product Management, Global Platform + CS
About The Position
The Knot Worldwide (TKWW) is seeking a Sr. Director of Product Management to lead our Global Platform, spanning WeddingWire and our international brands. This role sits at the intersection of couple and vendor experiences across a two-sided marketplace and plays a critical role in enabling scale, consistency, and local relevance across markets. In addition to core platform capabilities, this leader will own product strategy for Customer Service tooling and experiences and our Data Product layer—ensuring both customers and internal teams are powered by scalable systems, trusted insights, and high-quality operational workflows.
Requirements
- 8+ years of experience in Product Management or a blend of Product and Analytics.
- 1+ years in a formal Leadership role with a track record of hiring and grooming high-performing PMs.
- Platform & Tooling Expertise: Strong experience with backend systems and CX infrastructure; familiarity with Zendesk is a plus but not required.
- AI/ML Fluency: Direct experience implementing AI solutions. A significant advantage if you have worked with AI Agents or Large Language Models (LLMs) in a service context.
- Analytics Background: You are "data-fluent." You have a background in analytics and can navigate complex data sets to drive strategic decisions.
- Strategic Horizon: Ability to set 3-year platform visions while executing quarterly OKRs.
- Outcome-Oriented: You prioritize business impact over feature count and view the roadmap as a series of hypotheses to be tested.
- Stellar Communication: The ability to translate complex backend technical needs into a compelling vision for senior leadership and non-technical stakeholders.
Responsibilities
- Platform Vision: Own the strategy and performance of our CX backend tooling. You’ll ensure our tech stack (including Zendesk and proprietary tools) is optimized, integrated, and scalable.
- AI & Agent Innovation: Lead the implementation of AI Agents and automated workflows to increase self-service efficiency and empower human agents with "co-pilot" capabilities.
- Data-Driven CX: Bridge the gap between raw data and actionable service insights. You will work with the Data team to build dashboards and feedback loops that inform product improvements company-wide.
- Backend Excellence: Act as the Product Manager for our internal infrastructure, prioritizing stability, data integrity, and seamless API integrations.
- Leadership & Mentorship: Uplevel the skills of your team members, fostering a culture of technical excellence and user-empathy within internal operations.
- Cross-Functional Collaboration: Partner with Engineering, Data Science, and Customer Success leaders to ensure the CX platform supports the broader "Couple Growth & Lifecycle" goals.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
