Head of Product - Rider Experience
Description
About Masabi:
At Masabi, we are helping to make cities better places to live, work, and visit by enabling seamless, frictionless journeys on public transport systems. We are a SaaS company developing a fare collection platform that allows people to buy and present tickets for public transit on their mobile phones or by tapping a bank card or smart card to travel.
We believe a new fare payments system allowing passengers to tap and ride without needing to buy a ticket or understand fares should be available to every passenger and every transit agency around the globe, without prohibitive costs or taking years to deliver, helping people move seamlessly from A to B.
Our Justride platform has won numerous awards and is used in over 150 locations worldwide, including New York, London, Boston, Las Vegas, Valencia, The Hague, Los Angeles, Melbourne, and many more. With an exciting industry-first mobile ticketing SDK, we are partnering with companies like Uber, Lyft, Transit, Moovit to enable the purchase of public transit tickets within leading mobility applications.
Join us on this exciting ride as we build the transit technology ecosystem of tomorrow.
The Role:
We’re looking for a Head of Rider Experience Products to own the products and integrations that Masabi builds to make riding transit an easy and enjoyable experience for our global users.
The primary focus for this role will be Masabi’s app, web portal, and partner integrations across the broader mobility space, with a broader view of the rider's experience across our platform as they plan, use, and pay for transit and mobility services, interacting with both digital and physical channels.
Using a deep understanding of the diverse transit riders and agencies we serve, and working with internal and external partners, you will work on developing a roadmap that creates new value for riders, agencies, and the Masabi business.
Location: This role is available for candidates in Canada, anywhere on the EST time zone
Responsibilities:
- Define the product vision for the Rider Experience area, identifying near and long-term initiatives to build your product roadmap
- Set the overall strategy for Masabi Rider Experience products and partnerships, defining the product offerings that agencies need (as well as those they don’t even know they need) and working with customer-facing teams on go-to-market approaches
- Use your experience with transit apps and data as well as customer experience enablement to innovate on rider journeys and agencies’ ability to serve and engage with them, identifying opportunities to drive ridership, satisfaction, and adoption
- Develop a deep understanding of the marketplace for rider experience technology, including transit rider needs and challenges, and emerging trends and technologies
- Understand the specific needs and opportunities of target markets and segments in a diverse global context
- Identify, evaluate, and execute partnership opportunities that enhance the Rider Experience, managing relationships with current and future partners for your area
- Oversee successful delivery across your product area, and support notable launches that result in enhanced client and rider adoption and satisfaction
- Manage complex cross-functional dependencies with product and engineering leaders to ensure a holistic approach across the portfolio and take the lead on advocating for the rider experience across the product portfolio
- Build and foster a strong team culture with a focus on execution and results, and provide direct leadership to product managers in the Rider Experience product area
About You:
- Solid B2B and B2C product management experience at a global scale, ideally in transit and/or payments
- Experience with people management, including mentoring and guiding product managers
- Obsessed with creating magical customer experiences and able to do it at scale, preferably in a transit or payment product context
- A commercial mindset with a clear track record of delivering innovative and high-value solutions to hard problems
- Data hungry, and experienced at getting and analysing the data required to make evidence-based decisions that drive the right outcomes for our customers and business
- Successfully launched new apps with high volume and positive customer response in the market in the past, and have managed multiple sizeable product lines
- Experience working in fast-paced, high-growth organisations
- Technology savvy, with exposure to front-end web and mobile development approaches, data and analytics, integration and data standards, and customer experience technology
Some of our benefits:
- Competitive salary package
- 20 days of vacation per year (in addition to public holidays), plus the option to buy an additional 5 days of vacation each year. On top of this, our office is shut every year between Christmas and New Year, totalling a whopping 28+ days of vacation
- Private Healthcare and Life Insurance via Trinet
- Choice of a workstation
- CA$300 per year to spend on your home office
- Ability to work for up to 3 months per year from any country in the world
- Enhanced family leave
- Fun and collaborative environment with a focus on making a difference in the world
Diversity:
We celebrate multiple approaches and points of view, striving to create an environment where everyone feels empowered to bring their whole, authentic selves to work. Whoever you are, just be yourself. We encourage people from underrepresented backgrounds to apply; we don’t discriminate. Also, please notify our team of your pronouns at any point in your application.
Interviewing:
All interviews are expected to take place by phone or video.
Remote working:
Masabi’s flexible working policy will allow you to work entirely remotely, or from one of our offices in London, Cluj, New York, Denver or Boston. The choice about where you work from will be primarily made by you. Regardless of where you choose to work from, you will be allowed to work outside of the country of your employment for up to 3 months each year.
To find out more about who we are and how we work, please have a read about how our business reacted to the Covid pandemic: https://www.masabi.com/2021/08/02/emerging-stronger/
Requirements
None