Associate Director, Customer Experience at DoubleVerify

| Greater NYC Area
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Associate Director, Customer Experience

New York, NY

Who we are

DoubleVerify is the leading independent provider of marketing measurement software, data and analytics that authenticates the quality and effectiveness of digital media for the world's largest brands and media platforms. DV provides media transparency and accountability to deliver the highest level of impression quality for maximum advertising performance. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital ecosystem, helping to build a better industry. Learn more at www.doubleverify.com.

The Role

As Associate Director, Customer Experience you will own the end-to-end vision, user experience and workflow for DV’s Pinnacle platform. This platform is used daily by hundreds of buy and sell side clients and internally by various teams to support customer needs including self-service activation tools and analytics. You are passionate about building products that customers love and have a proven track record of feature delivery in a product management capacity. You have a deep affinity for workflow efficacy and take pride in your skills to successfully translate complex concepts and dependencies to a visual interface that supports a wide array of end users. You also have experience leading strategic discussions and driving requirements with UI/UX teams, and can comfortably assess and discuss the impact of design choices on technical architecture and vice-versa.

You have a broad understanding of the online ad-serving landscape, experience in developing and managing self-service products, and a strong desire to provide thoughtful user interfaces, especially for non US-based clients. You possess strong communication and leadership skills and are comfortable interfacing at various levels and across functions within the organization, and with key external partners. You welcome any opportunity to roll up your sleeves, and introduce and implement new ideas from the ground up.

What you’ll do

  • Own and manage the client customer experience to provide meaningful and frictionless paths for customers seeking to perform a variety of actions ranging from self-service setup to detailed analytics
  • Own the product roadmap for all aspects of the customer experience including UI/UX, workflow design and in-platform customer help resources
  • Collaborate closely with other Pinnacle product managers to ensure consistency and uniformity throughout the platform, especially when launching new client-facing products
  • Define product requirements (including creation of workflow diagrams, wireframes, user flows, etc. and technical feasibility scoping) and drive features from vision to execution with UI/UX and engineering teams
  • Identify key technologies and 3rd party vendors required to further the client experience and own the process of executing product demos, and onboarding and managing such relationships
  • Work closely with internal stakeholders to gather, evaluate and prioritize feedback on existing and new features to enhance the customer experience
  • Build relationships with both existing and potential customers to gain product insights and collect feedback using both qualitative and quantitative methods to better understand and anticipate the unmet needs of DV’s clients (A/B tests, Google Analytics, in-person interviews, etc.).
  • Perform competitive analysis, analyze industry trends to understand areas of DV opportunity / differentiation
  • Run beta programs, focus groups, or other interactive methods for gathering customer feedback
  • Perform data analysis and track KPIs on new and existing features to help inform and drive UX decisions

Who you are

  • 6+ years working in a product management capacity, specifically for customer facing products, managing the development of self-service interfaces, workflow automation, and automated customer support
  • 4+ years working alongside a design team specifically on externally facing customer products to translate requirements into thoughtful, easy-to-use UIs, and experience implementing features that improve and enhance the customer experience
  • Track record of being a customer advocate that can translate customer behavior, needs and wants into thoughtful strategy and design
  • Experience in or deep familiarity with the advertising technology or online media industry. Deep exposure or familiarity with ad-tech based workflow interfaces is a plus
  • Self-driven individual who will quickly dive in to learn all things DV that impact the customer UX
  • Exceptional project management, organizational and analytical skills, and a proven ability to drive complex, large-scale projects with minimal oversight across cross-functional teams
  • Strong business intuition and ability to understand complex business systems
  • Proven ability to balance multiple competing priorities and make judgement calls based on objective information when possible
  • Deep experience in UI/UX and a strong eye for functional design
  • Experience working with the following tools or platforms: JIRA, Salesforce, ZenDesk (or equivalent), Pendo, WalkMe, and UI wireframing tools (such as Axure or Balsamiq)
  • Past participation in a driving a site redesign is a plus
  • Bachelors degree required - STEM degree highly preferred 
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • VerticaDatabases
    • HadoopDatabases

Location

DoubleVerify is located in the neighborhood of Soho New York. This neighborhood is full of great places to grab lunch or shop.

What are DoubleVerify Perks + Benefits

DoubleVerify Benefits Overview

Our employees enjoy perks & benefits, some of which are global and some are locally adjusted:

-Tuition reimbursement -Health & fitness reimbursement
-401(k) matching -Comprehensive medical coverage
-Free lunch & breakfast -Fully stocked break rooms
-Commuter benefits -Unlimited days off (US)
-Annual summer outings -Weekly perks like massages & yoga
-Monthly happy hours -Company outings and events

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Acme's health insurance policy covers up to 2% of out of pocket expenses.
Life Insurance
Wellness Programs
Team workouts
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Acme Co. also provides 4 weeks of leave for the secondary caretaker.
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Monthly.
Free Daily Meals
We provide free breakfast on Friday. Employees get free lunch on Wednesday.
Stocked Kitchen
Happy Hours
Happy hours are hosted Once per month.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses.
Tuition Reimbursement
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Time allotted for learning
Online course subscriptions available
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