Head of Product - Technical




About Spiral

Spiral is an AI solution that scans customer feedback and support data to detect emerging customer-facing problems before they blow up. 

Our Culture

While you can check out our values here, in short, we’re a team of creative, passionate, and collaborative problem solvers. We all exchange friendly, honest feedback daily because we believe we have a lot to learn from one other. Coaching and preparation are also key to our success. And the best idea wins – always!

Our mission is to make every company in the world customer-centric. 

Many companies receive a staggering amount of customer feedback every day – so much that no human could fully comprehend it all by hand. Product managers either attempt to manually scan through thousands of reviews and customer conversations or, surprisingly often, this information is just never used. Spiral, on the other hand, scans all customer feedback in minutes using AI and provides product managers and customer support leaders with specific problems that directly impact customers. This enables businesses to fix the problems that matter most, creating a better product and a happier customer. Founded by two former Amazonians, Spiral takes customer obsession to the next level. It provides companies with a scalable solution that shows the true north of what customers want, boosting the company’s revenue and customer satisfaction. Spiral has raised from world class investors such as Trilogy Equity Partners, Bezos Expeditions, Techstars, Amazon Alexa Fund, Alumni Ventures Group, and others.


If you are motivated and excited by the prospect of owning a large component in our product stack, enjoy experimenting with wild ideas, learn quickly, and would love to join a promising, fast-growing startup, come join us at Spiral to help thousands of companies make sense of their customer feedback!

Your day-to-day:

  • Is the primary driver for identifying significant opportunities, and driving product vision, strategies, and roadmaps in the context of Spiral’s strategic initiatives & building a product that brings the most value to the customers.
  • Understand Spiral’s strategic and competitive position and deliver products that are aligned with our mission, sales, customer growth, and engineering priorities.
  • Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm.
  • Proactively suggest product improvements & features, and fully own the detailed product definitions for the Engineering team to pick up & implement.
  • Incorporate data, market analysis, and information from customer meetings to inform product strategies and roadmaps.
  • Provide both high-level and thorough low-level product plans along with their user experience and visual representation
  • Interface with the customer during the sales and onboarding to gather their technical & use-case information to then convert into product requirements for a given customer.
  • Have in-depth technical discussions with customers around their data warehouse, customer service channels, and other configuration & propose data ingestion mechanisms relevant to the customer.
  • Articulate the benefits of using AI and LLMs for customer issue identification as well as understanding data pipelines
  • Given that the product is heavily AI and LLM-based, provide a technical product definition considering the benefits and tradeoffs of different ways of training ML models
  • Work with the product operations team to translate product requirements into steps for onboarding
  • Drive product development with teams of world-class engineers and designers, while maintaining team wellbeing.
  • Work closely with cross-functional teams to drive product vision, define product requirements, coordinate resources from other groups, and guide the team through key milestones.
  • Integrate usability studies, research, and market analysis into product requirements to improve engineer productivity and enhance user satisfaction.
  • Define and analyze metrics that inform the success of products. 
  • Identify and track key performance metrics.

You have some or all of the following skills and experience:

  • 5+ years technical product management or related industry experience
  • Experience working in a technical environment with a broad, cross-functional team to drive product vision, define product requirements, coordinate resources from other groups and guide the team through key milestones
  • Experience defining software products (bonus points for AI/analytics products)
  • Working knowledge of AI/ML concepts including text analytics 
  • Experience designing user interfaces and refining them (e.g. in Figma)
  • Experience being the link between the client and technical teams
  • Experience working alongside Sales to translate client needs into solutions 
  • Experience building & enforcing operations processes & handoffs 
  • Experience researching product trends & driving strategic product direction 
  • Experience with data analytics to drive product direction and speak “the language”
  • High agency mentality to advocate for projects & drive milestones amidst many priorities
  • Strong frameworks to prioritize highest impact projects
  • Proficient individual contributor to execute on tasks / instinctive leader to teach across function
  • Technical experience with analytical tools, methodologies, and design
  • Experience gathering requirements across diverse areas and users, and converting and developing them into a product solution
  • Experience delivering technical presentations

It’s a bonus if you:

  • Have an eye for design – the product has a user-facing dashboard
  • Bachelor’s/Master’s degree in Computer Science or related field
  • Have existing experience in AI/Analytics
  • Have existing experience in Customer Service/Support and understand the space well
  • Have existing experience going through a full product lifecycle, integrating customer feedback into product requirements, driving prioritization, and pre/post-launch execution.
  • Think in Lean & Agile frameworks: Customer-centric design thinking & Continuous improvement mindset
  • Are eager to add more custom emojis to our Slack environment 😆

Spiral is an equal-opportunity employer and we welcome applicants from all backgrounds. If you are game to come and help us make every company in the world customer-centric, then we’d love to hear from you!