Measured

Lead product lifecycle, drive adoption, and develop product strategies for measurement products in a remote setting. | Over 10 years of experience, with at least 6 in product management, and proven success in B2B marketing analytics or measurement products in AdTech or MarTech domains. | About Measured Measured is the pioneer and leader of incrementality-based media measurement and optimization. Since 2017, leading brands have used our AI-powered, all-in-one platform to manage, test, plan, and optimize over $35 billion in full-funnel media investments. Measured’s unique combination of automated experimentation, media mix modeling, and industry-leading expertise helps marketers prove the incremental impact of their advertising and maximize ROI with unmatched ease, accuracy, and efficiency. The Role As the Principal/Director of Product Management, you will lead assigned products in close collaboration with engineering, data science, design, customer success, and go-to-market teams to ensure these products are not only built correctly, but successfully adopted and operationalized by customers. You bring deep experience building and landing B2B marketing analytics or measurement products in the AdTech or MarTech space, strong product judgment, and the ability to operate credibly with customers and senior stakeholders. This role requires hands-on execution, strong domain experience in media measurement, and the ability to translate complex measurement capabilities into trusted, enterprise-grade product experiences. Depending on experience and scope, this role may be aligned to a Principal or Director level. Key Responsibilities Lead as a highly proactive, influential, self-motivated and hands-on product management leader, owning multiple product initiatives simultaneously. Own product adoption and customer impact for assigned products, including activation, usage depth, customer feedback loops, in close partnership with Customer Success and Product Marketing. Own end-to-end lifecycle of specific products in alignment with customer needs, internal stakeholders, business goals, and technical feasibility. Create and maintain product backlogs, detailed product requirements, designs, documentation, data mappings, and customer feedback. Plan quarterly OKRs and monitor key performance indicators to evaluate product adoption and identify new growth opportunities. Identify potential risks in the product development lifecycle and proactively implement strategies to mitigate them. Proactively conduct market research, competitive analysis, and partner assessments to shape the product roadmap and identify integration opportunities. Champion user experience (UX) by collaborating with design teams to ensure products meet high standards of usability and customer satisfaction. Work with product marketing and sales to develop positioning and messaging that resonate with target markets, and provide training on product features and benefits. Ideal Experience 10+ years of overall experience, including 6+ years as a product manager. Proven experience in building B2B marketing analytics or measurement products in the AdTech or MarTech domain. Demonstrated success in driving customer adoption of measurement products powered by data science and artificial intelligence models. Experience productizing statistical models, experimentation frameworks, or ML-driven insights, with a strong focus on explainability, rigor, and trust. Familiarity with modern AI-assisted workflows (e.g., copilots, automation, or agent assisted experiences) is a plus, with an understanding of when human-in-the-loop oversight is required. Strong organizational skills, with the ability to manage multiple projects and prioritize effectively. Excellent analytical and problem-solving skills, with the ability to translate marketer needs into product requirements for data science, engineering, and design teams. Experience working in an Agile development environment, following methodologies such as Scrum or Kanban. Effective leadership and interpersonal skills, utilizing strategic thinking, team and project leadership, personnel development, and decision-making abilities. Ability to operate independently and communicate effectively with internal technical staff, peers, senior leadership, and customers. Strong communication and collaboration skills across functional and organizational boundaries. Self-motivated to continuously upgrade domain knowledge, staying informed of the latest developments in the field and evaluating their potential application to Measured solutions and services 100% Remote Competitive Total Rewards and flexible paid time off Opportunities to give back through Measured for Good Engaged, diverse, and curious culture Award-winning technology powered by an agile, collaborative team Measured values curiosity, integrity, aiming for the extraordinary, customer obsession, and employee belonging. Measured promotes diversity and inclusivity in all forms, which helps to shape our company culture and industry leading products. Measured is committed to providing equal employment opportunities (EEO) to all employees and applicants, regardless of race, color, hairstyle, religion, sex, national origin, age, disability, genetics, or any other protected characteristics.

Build and lead a world-class customer support organization for enterprise SaaS clients, ensuring high-quality, scalable support and onboarding processes. | Extensive experience in B2B SaaS support leadership, technical fluency, and ability to design support systems, with a track record of scaling enterprise support teams. | About Measured Measured is the pioneer and leader of incrementality-based media measurement and optimization. Since 2017, leading brands have used our AI-powered, all-in-one platform to manage, test, plan, and optimize over $35 billion in full-funnel media investments. Measured’s unique combination of automated experimentation, media mix modeling, and industry-leading expertise helps marketers prove the incremental impact of their advertising and maximize ROI with unmatched ease, accuracy, and efficiency. The Role Measured is seeking a Head of Customer Support & Technical Operations to build and scale a world-class customer support organization for our enterprise customers. This leader will own the end-to-end post-sales technical support experience, while also overseeing the technical onboarding and operational systems required to deliver fast, accurate, and trusted support at scale. This is a support-first leadership role. Success is defined by customers who consistently express confidence, clarity, and trust in Measured’s platform and data even when issues arise. To achieve this, the role owns not only frontline support, but also the technical operations, onboarding quality, tooling, and reliability that determine whether support can operate with excellence. The ideal candidate has built class-A support functions in complex SaaS or data platforms and understands that great support is a combination of people, process, systems, and prevention — not heroics. Core Objectives Build, lead, and design best-in-class customer support organization trusted by enterprise customers Deliver fast, accurate, and clear support that reinforces confidence in Measured’s data and platform Ensure onboarding and technical operations are designed to enable support excellence Reduce customer-impacting issues through prevention, automation, and systemic fixes Scale support quality without scaling human effort linearly Key ResponsibilitiesCustomer Support Leadership & Excellence (Primary Mandate) Design, build, and scale a modern customer support function, including: Support tiers and specialization models (L1/L2/L3) Escalation frameworks and incident ownership Support operating rhythms and quality standards Establish support as a trusted, high-credibility function for enterprise customers. Own all steady state support for customer facing GA products, including day-to-day issues and critical escalations. Ensure support responses balance speed, accuracy, and clarity, especially in high-stakes situations. Define and track support KPIs including CSAT, response time, resolution time, and repeat issue rates. Support Enablement & Knowledge Systems Build robust internal knowledge bases, playbooks, and response standards. Ensure support teams are trained to clearly explain: Platform behavior and outputs Common data and integration issues Incident impact and resolution paths Establish QA processes for support interactions to ensure consistency and correctness. Drive self-service where appropriate without degrading customer trust. Technical Onboarding & Early Lifecycle Quality Own technical onboarding and integrations to ensure customers start with clean, reliable setups. Define onboarding success criteria, exit gates, and clean handoffs into support. Reduce onboarding variability and early-life escalations through standardization and tooling. Ensure onboarding quality directly reduces downstream support burden. Technical Operations & Reliability (Support-Enabling) Own post-sales technical reliability, including monitoring, escalation coordination, and root-cause remediation. Act as the customer-facing owner during technical incidents, ensuring transparent communication and trust recovery. Partner with Engineering to eliminate recurring issues and operational debt. Own internal tooling and backend workflows that support onboarding and support execution. Automation, Scale & Prevention Identify and eliminate unnecessary manual work across onboarding and support. Drive automation and tooling investments that reduce support load without sacrificing quality. Track and improve operational leverage metrics (automation %, human hours per account). Ensure support and onboarding scale sustainably as customer volume and complexity grow. Cross-Functional Signal & Alignment Serve as the primary voice of post-sales customer reality to Product and Engineering. Surface recurring issues, confusion patterns, and reliability risks with clear evidence. Partner with Product and Engineering to influence priorities that improve supportability. Ensure support readiness for new launches, features, and platform changes. Team Leadership & Culture Hire, develop, and retain high-performing support and technical operations leaders. Build clear career paths and expectations across support, onboarding, and technical specialists. Foster a culture of empathy, accountability, calm execution, and continuous improvement. Ensure stakeholders across the company trust this organization to deliver customer-critical outcomes. What Success Looks Like Customers consistently rate support as a reason they trust Measured Support CSAT exceeds 90% with high marks for clarity and competence First response and resolution times meet SLAs without sacrificing accuracy Repeat issues and escalations decline quarter over quarter Onboarding quality measurably reduces early-life support tickets Manual support effort per customer decreases as automation increases Support insights materially influence product reliability and supportability Ideal Experience Ideal Experience & Profile 10+ years in customer support or support-adjacent leadership roles within B2B SaaS, data, or analytics platforms 5+ years building and scaling customer support organizations for enterprise customers Experience supporting technically complex products (APIs, data pipelines, analytics platforms) Proven ability to design support systems, not just manage queues Strong judgment in incident management and customer communication Ability to partner deeply with Engineering and Product without owning the roadmap Hands-on technical fluency is a plus, but people, systems, and judgment come first Why This Role Matters In a measurement business, customer support is not a cost center — it is a trust engine. This role ensures that Measured’s customers experience clarity, confidence, and reliability at every stage of their post-sales journey, while building the operational systems needed to scale support excellence as the business grows. Perks 100% Remote Competitive Total Rewards and flexible paid time off Opportunities to give back through Measured for Good Engaged, diverse, and curious culture Award-winning technology powered by an agile, collaborative team Measured values curiosity, integrity, aiming for the extraordinary, customer obsession, and employee belonging. Measured promotes diversity and inclusivity in all forms, which helps to shape our company culture and industry leading products. Measured is committed to providing equal employment opportunities (EEO) to all employees and applicants, regardless of race, color, hairstyle, religion, sex, national origin, age, disability, genetics, or any other protected characteristics.