As ServiceTitan expands our reach to the trades, we continue to build configurable solutions right for each customer and expand our product portfolio accordingly to serve many needs. It is critical that we create a seamless experience for our customers, that allows them to easily start using the product, and supports their ongoing success and deep engagement throughout their journey. The Senior Director of Digital Product Content will lead the way in how ServiceTitan creates, delivers and ultimately educates our customers. They will be responsible for all in-product content delivery. Support success agent’s need for content and all internal and external training materials to ensure the optimal customer success. All this and the tools required to deliver it at the right place and the right time. This leader will bring a well-rounded background -- including analytical rigor, hands on execution, and strategic thinking -- drawing key elements from roles such as product management, management consulting, content development, and business operations.What you’ll do:Lead a 20 person team across technical writing and training materials, driving initiatives to reduce operational costs for the business and most importantly customer and business success.Create a singular tool set and KCS for use by both support and product; tracking this work’s impact on customer metrics, improving first contact resolution, time to proficiency for support, employee engagement and satisfaction; and decrease in reported issues and support requestsSet the strategy and roadmap of our digital product content, digital asset management platforms and enabling our best and brightest internal users to be successful as well as enabling growth and efficiencies for all of our outstanding customers who work in the trades. Motivate and cultivate a strong and proactive team culture to drive both large platform and process changes, including many cross functional initiatives. Champion the best practices to deliver phenomenal outcomes and delightful experiences with both direct and indirect leadership responsibilities. What you’ll bring:ExperienceSubject Matter Experience: A Bachelor's Degree with at least 10 years’ experience and extensive knowledge of technology digital content and product management.Company Experience: Growth oriented, SMB tech company experience; trades business experience is a plus.Project Management Experience: Proven ability to drive product coordination and execution.Customer Experience: Demonstrated internal, cross functional customer experience as well as external customer centric approach (e.g. ability to conduct customer interviews, understand needs and plan solutions).Tooling Experience: Experience implementing digital content management systems. Data & Analytics Experience: Proven ability to make data driven decisions (qualitative or quantitative) and to build compelling business cases. R&D exposure: Experience in product management, agile methodology, and design thinking.Leadership SkillsProven track record of influencing and networking paired with stakeholder management gaining alignment on large priorities.Ability to distill complex issues into structured frameworks and concrete action plans.Comfort with ambiguity in a dynamic working environment; know how to balance getting the details right while still moving fast and managing by influence.Demonstrated excellence in cross-functional communication, with the ability to simplify and explain complex problems to stakeholders of all levels.Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.Proven ability to multi-task and manage multiple projects at a time while paying strict attention to detail.Intelligent, quick thinking, and fast learning team player with the ability to teach and coach the same behaviors from their direct reports.Outstanding people manager, proven to get the most out of their teams and enable consistent and ongoing development from the best and brightest in the field.Be Human With Us:Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. What We Offer:When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role is between $201,000 - $288,000. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.
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