Unlock your potential as a leader in product solutions, optimize complex problem-solving, and shape customer-centric strategies. Leverage your expertise to make a lasting impact in a fast-paced, collaborative environment.
We're establishing a strategic capability to synthesize employee feedback across products (Tech, HR, Employee Experience) into a single source of truth. This role is critical to enabling faster product decisions, reducing survey fatigue, and demonstrating to employees that we listen and act on their input.
As a Product Solutions Director in Employee Success, you are an expert in building and operating an Enterprise Feedback Operating System—a unified, data-driven listening system consolidating 10+ feedback sources into actionable insights for 350K+ global employees. Transform feedback from fragmented and reactive to strategic and proactive.
Job responsibilities
- Advise Product Solutions teams on adopting new and existing client-facing products, crafting complex solutions, and assessing risk to enhance the customer experience.
- Leverage deep knowledge of multiple products and capabilities to manage strategic development of end-to-end product solution strategies and processes.
- Manage the collection of client feedback and oversee its delivery to Product teams, ensuring unified feedback standards across 10+ channels (surveys, support tickets, telemetry, etc.).
- Create and maintain a Jobs to be Done (JTBD) taxonomy, organizing feedback by 8 core employee job categories.
- Define intake governance, approval workflows, and listening strategies for feedback management.
- Consolidate feedback from Qualtrics, ServiceNow, JPMC Assistant, product telemetry, and other sources.
- Synthesize data using AI/ML techniques such as sentiment analysis, auto-categorization, theme detection, and anomaly detection.
- Generate weekly insights dashboards and monthly executive transparency reports, maintaining 90%+ data quality through validation and governance.
- Identify and prioritize issues using impact, effort, and volume frameworks; partner with product teams to translate insights into actionable roadmap items.
- Track outcomes and measure business impact (e.g., CSAT improvement, adoption lift), manage closed-loop "You Spoke, We Listened" communication programs, and lead monthly Feedback Council prioritization meetings.
- Report to executives on CSAT trends, emerging issues, and action progress; engage product owners on insights, facilitate decision-making, and partner cross-functionally with UX Research, Data, Communications, and Product teams.
Required qualifications, capabilities, and skills
- 8+ years of experience or equivalent expertise leading and developing solutions across multiple teams and a cluster of products, data analytics, customer success, or operations
- Strategic thinking: ability to set vision and establish governance
- Data fluency: comfortable with dashboards, SQL, data platforms (Snowflake, Power BI, Tableau)
- Stakeholder management and executive communication; Cross-functional collaborator: comfortable working across matrix teams
- Familiarity with enterprise feedback/VOC (Voice of Customer) programs
- Understanding of product management and how products iterate
- Basic knowledge of AI/ML capabilities (sentiment analysis, NLP, classification)
- Demonstrable experience structuring and handling complex solutions for business problems to meet clients’ needs
- Strong synthesis skills: distill insights from thousands of data points
- Detail-oriented: establish clear RACI, processes, and governance
- Change agent: drive cultural shift from reactive to data-driven decision-making
Preferred qualifications, capabilities, and skills
- HR technology or employee experience product background is a plus
- Experience scaling programs from pilot to enterprise (350K+ users)
- Exposure to Jobs to be Done (Clayton Christensen) framework
- Prior work in AI/ML analytics projects
- Knowledge of Qualtrics, ServiceNow, Snowflake, or Azure AI
- Enterprise organization experience