Product Director, Fixed Operations
Fully Remote
Description

Product Director, Fixed Operations

This position can sit in our Syracuse, NY office or remote.


Reports to

VP, Product, Communications


Key Partnerships

Product Teams, Support, Sales, Engineering


Mission & Vision

Impel offers automotive dealers, OEMs, and third-party marketplaces the industry’s most advanced AI-powered customer lifecycle management platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioral data and generative conversational AI technology to deliver hyper-personalized experiences at every touchpoint. Impel’s fully integrated platform works seamlessly with all major website, CRM, and DMS platforms. To date, the company has delivered 19 billion shopper interactions, influencing more than $5 billion in Sales and Service revenue across 51 countries. To learn more about Impel, visit impel.ai


Job Summary

Impel is currently seeking a Product Director, Fixed Ops Solution. In this role you will oversee the development and execution of our comprehensive suite of fixed ops communications solutions designed to support every stage of the customer lifecycle within vehicle service departments. Your expertise in customer communications technologies, including SMS, voice, online booking, and payment systems, will be critical in delivering a seamless and efficient experience for both customers and service teams.


Our Values

Relationships – We are dedicated to transparency, open communication and building trust that lasts beyond a transaction.

Grit – We approach every activity and opportunity with tenacity and tireless execution.    

Results – We achieve success for our partners and take personal accountability for everything we do.  

Energy – We never settle, we constantly seek out new ideas with ambition and enthusiasm.

Inventiveness – We lead with curiosity, which drives us towards continuous learning and innovation.

Passion – We share an entrepreneurial spirit that inspires us to go above and beyond everything we do. 


Essential Functions of the Job

As the Product Director, you will lead the charge in expanding our product offerings for automotive service operations (franchise and independent) by developing a service concierge experience that is personalized to each customer. This would include developing the end to end customer communications approach including personalized marketing, conversational AI based communications, a payments solution and a telephony-based voice AI solution, This role requires a blend of technical prowess, market insight, and strategic thinking to ensure the product not only meets the current needs of our customers but also anticipates future trends and technologies. Your leadership will be crucial in bridging the gap between customer service advancements and practical, effective automotive solutions.


Key Responsibilities:

  • Lifecycle Strategy Development: Craft a compelling product strategy that encompasses all aspects of the customer lifecycle in vehicle service departments, from initial service reminders to final payment processing.
  • Customer Experience Innovation: Utilize technology to create a frictionless customer journey, ensuring each touchpoint—whether it be SMS, voice communication, online booking, or payment—is optimized for ease of use and satisfaction.
  • Market Research and Insights: Conduct in-depth market analysis to understand the needs of both service departments and their customers. Use these insights to guide product development and ensure our solutions meet and exceed market demands.
  • Cross-Functional Leadership: Lead cross-functional teams including product management, engineering, marketing, sales, and customer support, ensuring there is a unified focus on delivering exceptional customer lifecycle solutions.
  • Product Lifecycle Management: Manage the product from ideation to launch, focusing on integrating technologies that streamline service department operations and enhance customer engagement.
  • Performance Metrics and Optimization: Define and track key performance indicators (KPIs) across all stages of the customer lifecycle. Use data-driven insights to continuously refine and improve our solutions.


Requirements

Requirements:

  • Bachelor's or Master's degree in Business, Engineering, Computer Science, or related field.
  • Over 7 years of experience in product management, with a significant portion dedicated to SaaS product development. Telephony/IVR experience is a plus.
  • Demonstrated success in launching and managing tech products
  • Comprehensive understanding of AI, machine learning, and voice processing technologies, especially as applied in telephony systems.
  • Leadership qualities that inspire team collaboration and innovation.
  • Strong analytical mindset with a customer-focused approach to problem-solving.
  • Excellent communication skills, capable of effectively engaging with a diverse range of stakeholders.
Salary Description
Competitive in geographical markets, globally.