Software Product Manager, Customer Operations

About Omnidian

Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries.  Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA

The Job

At Omnidian, our technology is critical to the success of the company, and Software Product Managers are critical to developing the technology that drives that success. Product Managers define our technology needs and drive alignment with cross-functional teams and business lines. They translate business goals into well researched, concrete solutions that can be delivered by Engineering and that produce measurable business value. 

Omnidian protects our client and customer investments by ensuring that we resolve issues impacting asset performance in a timely and efficient manner, always delighting the customer. We pride ourselves in our Proactive Issue Detection Services through which we identify issues before the customer or the client. Whether we are communicating with customers proactively about an issue with their system or responding to their inquiry, our goal is to provide a best-in-class customer support experience with every interaction. We are seeking a highly motivated Software Product Manager to develop solutions and automated business processes that drive efficiency and scalability of our internal teams, while also improving the experience for customers. We are specifically looking for candidates with experience building software products for Operations teams in call center environments as well as automating operational business processes. This role is highly cross-functional and will work collaboratively with our Operations, Finance, Client Success and Engineering teams to identify problems and develop technology-based solutions. This role will report to our Group Software Product Manager.

What You'll Do

• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:

Product Management

• Help the company scale through technology-driven solutions Understand the direction of our products and influence our long-term technology roadmap
• Deeply understand our clients, customers, technology, processes and our business goalsBring a strong product mindset with the ability to identify core problems and prioritize effectively
• Collaborate closely with engineering and cross-functional stakeholders to execute the product development process
• Define and track success metrics for each project, and use data from feature performance to inform future decisions

Project Management

• Coordinate the execution of projects with multiple cross-functional stakeholdersMaintain a project management system that is usable and understandable
• Document meeting highlights, key decisions and action items
• Execute clear communication plans to keep stakeholders informed throughout the project lifecycle
• Identify and mitigate risks, and remove roadblocks to the efficient delivery of business value
• Balance multiple priorities and timelines simultaneously

Who You Are

• You understand technology, and how it can be leveraged for scale and business impact
• You are a diplomat with a strong product mindset and good listening skills 
• You lead with empathy not ego, and have the ability to internalize user needs and pain points as you translate them into technology solutions 
• You have an innate sense of curiosity
• You are comfortable working in a fast-pace, rapidly evolving start-up environmentYou are a strong collaborator who can drive and deliver projects without clear and explicit direction
• You can understand the big picture but also get into the weeds to understand details
• You are comfortable navigating conflict and ambiguity, where the path forward is not clear
• You have excellent written and verbal communication

Experience You’ll Need

• 2-5 years of product management experience at a technology company
• Experience writing functional specifications and product briefs
• Experience conducting user research
• Significant experience with Salesforce CRM, Service Cloud and Communities
• Experience with IVRs and call center technology, such as Amazon Connect

Experience That's a Plus

• Familiarity with Figma or similar wireframing tools
• Familiarity with Salesforce Marketing Engagement Cloud
• Familiarity with Netsuite
• Familiarity with Asana or other project management tools
• Experience working in a growth-stage technology company
• Experience in the solar or renewable energy industry
• Experience in building B2B software

Work-life and Culture

• Most of our roles offer the opportunity to work remotely
• If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
• We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
• We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!

Grow With Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• Internal candidates: Check out our advice on Internal Transfer: Job Application Process
• Here are the next roles in this career track:

Software Product Manager (this role)

Senior Software Product Manager 

Group or Principal Software Product Manager

• We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply. 

Privacy

California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy. https://www.omnidian.com/privacy-policy-ca-candidates/

Diversity and Inclusion

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer.  We are committed to diversity in the workplace.  We make employment decisions on the basis of merit and business need.  We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.