Product - B&M & BEAM - Product Program Manager - Seattle

Who we are

CSS | CloudKitchens is a fast growing, global, innovative tech company with core emphases in Real Estate, Real Estate Tech, FoodTech, and FinTech. The Product Program Management (PPM) Team is passionate about making sure we build products correctly from their inception; making products reliable through testing and bug resolution; evangelizing the adoption of new products globally by training operations teams; building and maintaining a knowledge base; and keeping our software engineers focused upon building new products by providing proactive communication and resolution of bugs and issues.

As a Product Program Manager, you will be instrumental in bridging the gap between business needs and product delivery. You’ll support the end-to-end process of feature rollouts, product maintenance, and roadmap transparency, ensuring that the needs of both customers and internal teams are met. This role requires a balance of technical insight, strong communication skills, and a deep understanding of product lifecycle management. You will partner with operations teams—including support, enablement, marketing and customer success—along with product teams and engineers to ensure seamless execution and continuous product improvement.

What you’ll doBusiness Insights

• Quarterly Planning: Support product teams with quarterly planning by triaging requests from business units, validating requirements, and gathering additional context to prioritize effectively.
• Feature Request Process: Identify, validate, and escalate product pain points that require new features, acting as a key voice for customer needs.
• Cross-Team Collaboration: Participate in cross-team processes and meetings to ensure alignment and facilitate the exchange of insights and feedback between teams.

Product Rollout Coordination

• Collaborative Rollouts: Coordinate the rollout of new product features by working closely with cross-functional teams including engineering, operations, enablement, marketing and business stakeholders to ensure smooth implementation.
• Product Testing & QA: Assist with product testing and quality assurance to validate new features and functionality.
• Documentation & Support: Create comprehensive product feature documentation, including FAQs and troubleshooting SOPs, to ensure team-wide understanding of new features.

Product Maintenance

• Issue Triage Ownership: Manage the triage process for bugs and issues, acting as the bridge between product and operation teams to ensure swift resolution.
• Prioritization: Collaborate with engineering and product managers to prioritize issues based on business impact and customer feedback.
• Collaboration with Engineering: Build strong working relationships with engineers, directly contributing to the development of new features and resolution of technical issues.

Roadmap Transparency

• Roadmap Visibility for Stakeholders: Provide clear, ongoing transparency into the product roadmap and priorities for both operational and business stakeholders.
• Program Tracking & Management: Co-own the tracking and management of ongoing programs, ensuring that non-product stakeholders are informed of team progress at all times.

Knowledge Management

• Ops Education: Own the educational initiatives for operations teams regarding new product features, ensuring that product knowledge is accessible, relevant, and easy to understand.
• Comprehensive Documentation: Develop and maintain documentation that explains product features, constraints, and limitations for both internal teams and external stakeholders.
• Ongoing Operations Training: Host continuous training sessions for operations (support, enablement, customer success) to keep teams up-to-date on product changes, new features, and best practices for troubleshooting.

What we’re looking forExperience:

• College degree or equivalent work experience is preferred.
• 2+ years in program management or product operations working within a software engineering team
• Familiar with Agile methodology and practices, with the ability to support iterative development, prioritize tasks, and collaborate in a fast-paced environment.
• Experience working cross-functionally with various operations teams (e.g., Enablement, Marketing, Support) to drive project success.
• Strong skills in Excel, including proficiency in pivot tables, various lookup functions (e.g., VLOOKUP, INDEX/MATCH), aggregate formulas (e.g., SUMIF, COUNTIF), and data visualization (charts/graphs).

Skills & Attributes:

• Driven Self-Starter: Ability to solve problems with minimal guidance and proactively identify areas for improvement.
• Competitive Nature: A desire to succeed and "win" in every task, regardless of size.
• Time Management: Capable of managing multiple concurrent projects and switching contexts effectively under pressure.
• Communication: Strong verbal and written communication skills, with the ability to clearly articulate ideas and work cross-functionally.
• Customer Obsessed: Deeply empathetic to customer needs and focused on delivering exceptional customer experiences in every product interaction.
• Curiosity & Learning: A natural curiosity to learn new skills, with an interest in areas such as data analysis, process optimization, and dashboard engagement.
• Emotional Intelligence (EQ): High EQ with the ability to ask clarifying questions, think creatively, and make informed assumptions when faced with ambiguity.