OUR BRAND AT MARS PETCARE

Our mission at Mars Petcare is to make the world a better place for pets. In Science and Diagnostics we use our data, products, and services to help people be the best pet parents they can be. And we unite changemakers in pet care to break down barriers, open new doors, share insights, and advance our collective knowledge. All so we can reimagine the pet parenting experience, up people’s confidence, and help the world find better ways to care.

We build beautiful, connected devices and engaging app experiences that pet parents use everyday, empowering new ways of care through data and advanced AI.

At Whistle we are transforming the pet-parenting process through the power of cutting edge technology. With our portfolio of intelligent, connected devices and award-winning app we help deliver data-driven insights and personal care recommendations in an engaging digital experience, to help pets and pet parents live their healthiest, happiest, safest lives.

OUR PRODUCT TEAM 

Whistle is looking for a passionate customer advocate to build and execute the vision that transforms Whistle from excellence in location and safety to an assumed pet staple. This person will lead the charge in realizing this vision through data analysis, customer survey work, customer feedback avocation, managing our customer experience apparatus and contributing to product feature specifications. Core to this role will be augmenting an experienced team of product managers with your customer-centric expertise, unique sense of customer voice, and partnering with stakeholders (customer care, design, engineering, marketing, etc.) to contribute to our products production operations.

Whistle's product team is scrappy, highly technical, and deeply passionate about what we do. You'll be joining a cross-functional group specializing in building hardware, software, and customer experiences that empower pet owners with rich insights into their pets' health and wellbeing. We are the “get the job done” type people.

HOW YOU’LL HELP EVERYONE PET PARENT LIKE A PRO

• Tools
• Manage our customer experience apparatus and report feedback from customers.
• Manage our customer experience chat interface.
• Manage our beta program and report feedback from customers.
• Advocate
• Advocate for consumer requests and champion customer-centric features.
• Work with product counterparts to specify, monitor, and manage partner programs and collect customer feedback.
• Communicate
• Curate and manage internal knowledge base for customer support advocates.
• Deliver excellent partner and customer satisfaction and meet/exceed all operational and satisfaction targets.
• Execute
• Lead engagement with the Development Engineering team, including bug reporting/resolution processes.
• Conduct case reviews to help accelerate closure of support cases and to identify case handling issues; provide feedback to engineers and management, as needed.
• Plan staffing requirements and hire skilled team members to meet business goals.
• Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations.
• Participate in production incident on-call rotation.

TECHNICAL SKILLS:

Required

• Passionate about pets!
• 2 - 5 years in customer care or customer-centric role with specific experience in consumer products.
• Experience with support chatbots like Ada or Mavinoid.
• Proven track record of turning customer insights into released software.
• Comfortable with both software and hardware product development practices.
• Able and interested in putting hands-on experience to use and work as an individual contributor.
• Able to work cross-functionally across Engineering, Marketing, and Business Development.
• Solid communication tools with business as well as technical audiences. 
• Able to write clear and concise documentation, excellent written and spoken communication skills.
• Strong familiarity with at least one major Agile methodology (scrum, kanban, agifall, etc).
• Excellent skills from problem-solving to communication and presentation.
• Direct experience with Jira and roadmap tools to plan and manage projects, epics, stories and tasks.

Nice to have

• Familiarity with SEO best practices, particularly as it relates to mobile web.
• Comfort with analytics, A/B testing and distilling product performance data into trends and actions.
• Prior experience with publishing content from a CMS. 
• Self-starter drive to consistently get us to clarity and delivery while maintaining strong, positive cross-functional relationships.
• A proven track-record of successfully working in a fast-paced environment with resilience to evolving priorities and navigating with grace and flexibility.
• Experience in PetCare, Wearables, Consumerized Health, Paid Consumer Services desired.

LEADERSHIP COMPETENCIES:

• You Have Courage: a willingness to bring forth a new idea, engaging others across Kinship to support you, and taking risks and action will full accountability
• You Learn at Pace: a consistent and fast work ethic to meet growth goals, and the ability to evolve and pivot quickly from what you’ve learned
• You Value Difference: a genuine belief in inclusion and diversity is in your DNA, and it shows up in your work, and how you work. 

COMPENSATION

The San Francisco, California base salary range for this position is $100,000 - $105,000 annually, commensurate with experience. Total compensation will include bonus incentives and benefits. Kinship provides Full Time Employees (Associates) benefits which may include health insurance, retirement plan benefits, eligibility for Mars discounts, unlimited paid time off and access to other benefit programs. Eligibility for Kinship benefits is determined under the terms of the applicable Kinship Benefits plan at a person’s date of hire.