Medallia
Director, Product Management, Platform Services
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Overview
Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.
We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.
We empower exceptional people to create extraordinary experiences together.
Bring your whole self.
The Role and Team
We are seeking an experienced product leader to serve as Director of Platform Services with a focus on our Reporting Data Processing pipelines and Text Analytics within our Data and AI Platform organization. These capabilities are the foundation of how Medallia turns unstructured customer and employee feedback into structured, actionable intelligence, and it powers a large share of the machine learning across the platform. This role owns that domain end to end: the proprietary data processing pipelines, the Text Analytics platform, the applied ML model portfolio, the GenAI experiences built on top of it, and the administration and configuration that make it usable at scale.
As a people leader, you will build and grow a team of product managers, providing the coaching, structure, and prioritization that lets each of them operate independently and deliver with quality. You will act as a player-coach: setting the long-term strategy and standards for Core Platform capabilities such as our Text Analytics while directly steering the highest-impact and most ambiguous areas. Your team spans TA platform and modernization, the applied ML models (Action Intelligence, Sentiment, Themes, and hybrid approaches), and the GenAI and admin experiences that sit on the Text Platform stack.
Your work will directly shape how our platform scales, modernizes off a legacy architecture and integrates with the broader AI platform and GenAI features. You will partner closely with Engineering, Data Science, Design, Reporting, and the Apps product teams to ensure consistent behavior and a high-quality customer experience across the portfolio. This is a highly cross-functional leadership role, ideal for someone who combines product innovation and systems thinking with the ability to develop people and build a cohesive portfolio.
Responsibilities
- Own the long-term strategy, roadmap, and standards for ETL data processing and Core Platform Services across platform, models, and admin experiences, ensuring scalability, extensibility, and alignment with AI and GenAI use cases.
- Build, lead, and develop a team of product managers as a player-coach: hire, coach, set direction, and remove bottlenecks, while directly owning the most complex and ambiguous problem areas.
- Drive platform modernization, including the architectural evolution of the legacy architecture and improvements to throughput and scalability.
- Break components such as our Text Analytics out of the core application so its topics and models can be applied to data wherever it lives, extending its reach to other Medallia products and AI agents rather than a single application.
- Own the applied machine learning portfolio for Analytics, including Action Intelligence, Sentiment, Themes, and hybrid rule and ML topic modeling, and the productized approach to building, maintaining, evaluating, and updating these models.
- Own the GenAI and administrative experiences on the Analytics stack, including Smart Topic Builder, Themes with GenAI, topic and rule tooling, and the configuration and admin surfaces that make our platform usable at scale.
- Set enterprise standards for pipeline scalability, performance, retention, and governance across products and integrations, including sensitive-data handling, governance, and consistency.
- Partner with the language and translation function to extend Text Analytics and GenAI features into new languages, including native versus translated processing and repeatable extension frameworks.
- Partner with Data Science and Research to operationalize model development, evaluation, annotation, and quality measurement, and to move research into production reliably.
- Define and enforce quality, evaluation, and non-functional requirements for Analytics features before general availability, not after.
- Collaborate cross-functionally with the AI Platform, Data Platform, Reporting, Integrations, and Apps product teams to ensure consistent behavior and a coherent customer experience across the platform.
- Represent the Platform and Analytics team to senior leadership, customers, and go-to-market teams, translating a complex technical domain into clear strategy and priorities.
- Oversee day-to-day management for a globally distributed team spanning US Pacific to Eastern Europe, while participating in cross-functional syncs and executive reviews to align product strategy across time zones.
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Qualifications
Minimum Qualifications
- Bachelor's degree in a science, engineering, or related quantitative field, or equivalent experience.
- 10+ years of enterprise SaaS research and development experience (product, engineering) focused on data, analytics, NLP, or ML/AI products and services.
- 3+ years of direct people-management experience leading product managers, including hiring, coaching, and developing a team.
- Demonstrated experience owning a complex technical platform or product domain end to end, from strategy through delivery.
- Demonstrated understanding of natural language processing, text analytics, or machine learning models, including how they are built, evaluated, and maintained.
- Demonstrated experience driving cross-functional initiatives across product, engineering, and data science or research.
- This role requires the ability to align your local working hours with US East Coast business hours for a minimum of 3 days per week to facilitate real-time leadership meetings, cross-functional synchronization, and team management.
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Preferred Qualifications
- Experience leading text analytics, NLP, or applied machine learning products at enterprise scale.
- Experience modernizing a legacy platform or re-architecting a system for scale and performance while maintaining reliability.
- Experience with GenAI and large language model applications, including topic modeling, summarization, classification, or agentic experiences.
- Experience partnering with Data Science and Research teams to productionize ML and GenAI capabilities, including evaluation, annotation, and quality frameworks.
- Familiarity with multi-language and localization considerations for AI and text analytics features.
- Player-coach leadership style: able to set strategy and develop people while remaining hands-on in the most complex areas, and comfortable with ambiguity.
- Experience with a Customer Experience Management platform.
- Experience in an agile development environment and familiarity with tools such as Productboard and JIRA.
Medallia is committed to equal pay and transparency. The annual base salary range for this position in the US is $184,000 - $285,000. This position is bonus eligible. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.
In the US, Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.
At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age (40 and over), disability, genetic information, veteran status or military service, or any other status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.
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