Who we are

DoubleVerify is a leading software platform for digital media measurement, data & analytics. DVs mission is to be the definitive source of transparency & data-driven insights into the quality & effectiveness of digital advertising for the worlds largest brands, publishers & digital ad platforms. DVs technology platform provides advertisers with consistent & unbiased data & analytics that can be used to optimize the quality & return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com.

About the Role:

DV Pinnacle is our self-service platform which encompasses a suite of robust tools accessible to customers worldwide, that allow them to independently perform a variety of workflows ranging from activation to reporting. 

As Product Manager, Customer Experience you will be responsible for the product delivery of key user experience & workflow enhancements for DoubleVerifys Pinnacle platform.  You are passionate about building products that customers love & have a proven track record of feature delivery in a product management capacity. You will partner with the Senior Product Manager to develop & maintain the customer experience product roadmap, including feature prioritization.  You will collaborate with multiple departments as well as Pinnacle users to gain a deep understanding of the Pinnacle customer journey with an end goal of improving customer usability & satisfaction.  You have a broad understanding of the online ad-serving landscape, experience in developing & managing self-service products, & a strong desire to provide thoughtful, frictionless user interfaces for internal & external users. Communication & leadership skills are crucial as the position interfaces heavily at all levels & across functions in the DoubleVerify organization, & with key external partners.

This role is based in NYC & sits within the Pinnacle Customer Experience team. 

What youll do:

• Be an integral part of the customer experience team driving the creation of the CX backlog, with a focus on the customer journey through the Pinnacle platform.

• Own the customer experience product roadmap; define product requirements, customer use cases, revenue impact & drive features from vision to execution with Pinnacle design & engineering teams, breaking down product vision/epics into user stories for development
• Develop wireframes & workflows for new products, & refine workflows & UI of existing Pinnacle products & features.  
• Gather customer feedback to identify, understand, & prioritize customer motivators, challenges, & expectations.
• Integrate usability studies, surveys, customer interviews, research & market analysis into product requirements to improve user satisfaction.
• Lead & implement A/B testing & experimentation exercises to improve customer experience across the Pinnacle platform.
• Work with product & design teams to incorporate experimentation results & customer feedback into the product development cycle.
• Document CX best practices & processes & help maintain a repository of research findings for continuous discovery. 
• Collaborate closely with other Pinnacle product managers & Pinnacle design team to ensure consistency & uniformity throughout the platform, especially when launching new client-facing products.
• Partner with Pinnacle product analyst to analyze customer behavior patterns, trends & metrics to identify new opportunities for workflow improvements & growth.
• Collaborate with internal stakeholders to gather, evaluate & prioritize feedback on existing & new features to enhance the customer experience & to better understand the needs of DVs clients.

Who you are:

• 3+ years of AdTech/Online Media industry experience.
• 3+ years product management experience. 
• Track record of being a customer advocate that can translate customer behavior, needs & wants into thoughtful strategy & design.
• Experience in varied usability studies, qualitative & quantitative testing initiatives
• Excellent written, verbal & presentation skills.
• Experience with UI/UX & working with design teams.
• Self-starter, with a desire to create an exceptional customer experience.
• Strong coordination skills especially across cross-functional teams.
• Experience with agile development methodologies & continuous iteration.
• Experience working with the following tools or platforms: JIRA, FreshDesk, Salesforce, Pendo, Figma & Looker

The successful candidates starting salary will be determined based on a number of non-discriminating factors, including qualifications for the role, level, skills, experience, location, & balancing internal equity relative to peers at DV.
The estimated salary range for this role based on the qualifications set forth in the job description is between [$86,000-171,000]. This role will also be eligible for bonus/commission (as applicable), equity, & benefits.
The range above is for the expectations as laid out in the job description; however, we are often open to a wide variety of profiles, & recognize that the person we hire may be more or less experienced than this job description as posted.

Not-so-fun fact: Research shows that while men apply to jobs when they meet an average of 60% of job criteria, women & other marginalized groups tend to only apply when they check every box. So if you think you have what it takes but youre not sure that you check every box, apply anyway!