Senior Vice President, Product

  • 0 yrs
  • Not Disclosed

Job Description


Ruby has helped over 13,000 small businesses deliver exceptional experiences to their customers through our live reception and chat offerings.  Our solutions help our customers freely pursue their purpose, cultivating diverse and thriving local economies. 

Ruby’s Product team is unique in that we have both internal and external customers.  Our Product team designs and builds tools that our receptionists use 24x7x365 to answer over 1M interactions per month on behalf of our clients helping ensure that they capture every opportunity.  Ruby Product also designs and builds tools that our customers use via our mobile applications and customer web portal to access account information, make real time availability updates, perform account updates, make billing changes and consume interaction data that helps them make day to day decisions about their business.

We are seeking a senior executive to own the strategy and development of all of our products ensuring that we stay true to our vision and mission to support small businesses. This position will report to the President and COO and is open to U.S.-based remote candidates (state-dependent) as well as in-office candidates in the Portland, OR or Kansas City, MO metro areas once our offices reopen.


 What You’ll Be Accountable For

  1. Deeply understand the strategic value and the market opportunity for Ruby’s product offerings.

  2. Develop new ideas based on industry experience with small businesses and contact with customers, prospects and partners.

  3. Develop a strategy for the productization and delivery of data and intelligence to our customers for daily decision support.

  4. Translates product thesis and platform strategy by writing detailed requirements, features, scope and user stories consumable for engineering teams for moderately complex products and services. Prioritizes activities based on business and customer impact.

  5. Partner with the Services and Revenue teams to understand what drives customer joy and ensure your team prioritizes customer needs and concerns, executing against a robust roadmap.

  6. Define clear roles and responsibilities that ensure efficient decision making, careful analysis of trade-offs, and a responsible balance of strategic business objectives, unique customer needs, operational necessities, and product quality.

  7. Develop and lead an exemplary team of product managers, UX designers, researchers and project managers who can lead the company into its next phase of growth.

  8. Deliver oversight of the product development process from inception to product delivery; coordinate directly with Product Marketing for pricing, packaging, competitive positioning and launch.

  9. Develop core components of an integrated multi-product customer experience including mobile applications and web portal; coordinate directly with Engineering for story development, sprint prioritization and reporting.

  10. Set objectives, key results and performance indicators for management across Product and UX and manage growth plans for your organization.

  11. Develop cohesive relationships with peer organizations including: Engineering, Marketing, Sales, Onboarding, Support, Customer Success, Service Delivery, Business Intelligence and Finance.

  12. Uphold and enhance Ruby’s people-centric culture, ensuring that Product leads with integrity, humility and a commitment to diversity, equity and inclusion.


Key Success Indicators

  • ROI: You build detailed business cases so the organization understands what we are building, for whom and how we will measure success through tangible and measurable ROI, including feature/product adoption and influence on existing and new revenue.

  • On-Time Delivery: You engage with cross-functional teams to build detailed business requirements, product and design requirements, acceptance criteria, testing plans, training and development components, and detailed project plans to ensure you deliver complex projects on time.

  • Win-Rate: You build an in-depth understanding of products and features and work hand in hand with the Revenue team to ensure they are knowledgeable about our service quality, features and price elements.  As a result, our win rate increases over time.

  • Innovation: Ruby created the industry more than 18 years ago and strives to maintain our legacy of driving innovation in service to the SMB community.


Your Work DNA

  • You are fanatical about the customer – you have an obvious interest and passion for SMBs, their customer journey, success, and easily instill a sense of urgency, ownership, and quality in all deliverables.

  • You are a strong, articulate, natural leader, able to successfully motivate and challenge a team of talented and creative people at all levels of the organization.

  • You think both strategically and analytically and are disciplined about measuring everything you do.

  • You have an insatiable drive to make things better, and can build programs from the ground up, as well as iterate legacy programs for continuous improvement.

  • You love the fast-paced environment of a growth-stage company, and possess a scrappy, hands-on, roll-up-your-sleeves approach.

  • You understand the needs and purchase behavior of small businesses, and the value of the human connection in business success.

  • You can easily get to the root cause of an issue and resolve technology, customer, and internal challenges with reason, maturity, and fairness. You are a problem solver.

  • You're familiar with working on projects with distributed teams, making use of technology and process to overcome the challenges of working with remote staff


Your Background

  • 10+ years of experience in Product Management

  • 7+ years of experience managing teams of Product Managers

  • 5+ years of experience in the small business or e-commerce space

  • History of turning a product vision into tangible products that deliver value and growth

  • Deep understanding of the organizational design and change management needed to lead through successful growth

  • Complex project management experience with ability to create structured process and standardization in the absence of perfect information

  • Develop a deep understanding of competitor product offerings, identifying key areas for innovation, product development and growth

  • Demonstrated ability acquiring and implementing 3rd party technology as well as technical acumen to build out proprietary technology

  • Success in attracting, developing, and motivating the talent needed for current and future business needs

  • Demonstrated success in developing products with high quality user experience

  • Deep understanding of software development lifecycle and scrum

  • Strong awareness of technology trends

  • Strong awareness of multi-modal communications with consumers

  • Strong business and technical acumen

  • Track record of scaling Product organizations


Work Environment

Work can take place either in an open office setting or remote. This is a full-time position that requires the ability to work a flexible and regular full-time schedule. It requires the ability to sit and work at a computer for extended periods of time and communicate effectively with a diverse audience in person, by phone and by computer. This position may travel between office sites occasionally.


COVID-19 Safety

We are committed to providing a safe and healthy work environment for all Rubys. As we plan to reopen our doors, we are implementing safety protocols to ensure that we are doing our part to keep those who work in our offices safe and help stop the spread of COVID-19.

We will be entering a phased reopening beginning in Fall/Winter, and intend to require proof of vaccination for employees who work in an office site. For those that desire to work for Ruby but are not able to provide proof of vaccination. The job does have the flexibility to allow IT to work from home several days a week if that’s a desire.

Ruby participates in e-Verify where mandated by state or federal law, such as AZ. Feel free to ask us about this if you have any questions.

Ruby is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, state or local laws. We support and encourage diversity!