Senior Product Manager

Medallia is seeking an experienced Product Manager to lead the platform powering Medallia's omnichannel signal collection – the mission‑critical layer that ingests, routes, and delivers feedback at Fortune 100 scale. This role owns the systems that serve as the engine for the world's most sophisticated customer experience programs, directly powering how Fortune 100 companies listen to and engage with their customers at every touchpoint. The role will manage a portfolio of established systems, balancing the need to maintain high‑scale operations with a vision to build next‑generation signal collection capabilities. You’ll work closely with our Listen Experience Applications team to build platform capabilities that support the evolution of omnichannel listening, enabling customers to gather feedback effectively, at the right times and through the right channels, unlocking new insights and empowering real‑time action to improve CX. Responsibilities Key Initiatives Survey Engine Unification: Lead the initiative to unify fragmented, channel‑specific collection engines (email, mobile, digital) into a unified, event‑driven signal processing platform – improving flexibility for future innovations and enabling omnichannel signal delivery. Next‑Gen Roadmap: Develop the platform capabilities to deliver the next generation of surveys using innovative technology. Operational Health & Efficiency: Stabilize core platform services to reduce operational overhead and reactive maintenance to less than 15% of team capacity, shifting focus from issue investigation toward proactive roadmap delivery. Key Responsibilities System Ownership: Manage core product areas including the Survey Engine, inbound/outbound feedback collection mechanisms, Signal Integrity & Fraud Detection, and Sampling services. Pragmatic Execution: Lead pragmatic solutions that balance innovation with serving active enterprise‑scale clientele. Stakeholder Management: Partner with cross‑functional teams – product managers, engineering, architecture, alliances, and go‑to‑market – to manage complex migrations and define technical standards. Technical Excellence: Work with engineering leads to make sound technical trade‑offs, ensuring the platform is built for performance, reliability, and long‑term maintainability. Operational Efficiency: Lead high‑efficiency cross‑functional teams focused on innovation while minimizing reactive maintenance and cost‑of‑doing‑business activities. Candidates based in the Tysons vicinity will be prioritized as this role is Hybrid, 3 days per week onsite. Qualifications Minimum Qualifications Experience: 4+ years of product management experience with enterprise SaaS platforms; 2+ years specifically in platform product offerings. Established Systems: Proven track record of managing mature systems and handling migrations and technical debt. Demonstrated Technical Proficiency: Strong track record of engaging in deep technical discussions with engineers on API design, platform health, and data platforms. Pragmatism: A demonstrated ability to balance maintenance with high‑quality shipping and future‑looking innovation. Preferred Qualifications Experience with event‑driven architecture, data ingestion pipelines, or messaging systems (e.g., Kafka, Kinesis, SMTP at scale, SQS). Experience managing commercialized enterprise SaaS – customer‑facing products with demonstrated customer empathy, not only internal tooling. Experience managing platform migrations with zero customer downtime at enterprise scale. Experience in email delivery, fraud detection, CDPs, Standard Protocols ( SMTP, SMS/RCS), or data modeling. Excellent collaboration skills with experience building consensus across diverse cross‑functional teams. Benefits Medallia offers competitive health and wellness benefits, including medical, dental, vision, 401(k), short‑term and long‑term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role. Equal Opportunity Employment Medallia is proud to be an equal‑opportunity workplace and an affirmative‑action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at View email address on click.appcast.io. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. #J-18808-Ljbffr