At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million Internet properties, for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
About the Role
We are hiring a Product Owner to oversee the Customer Portal and self-service journey. You will be responsible for empowering our diverse set of customers to find the best resource that will solve their problem the quickest. You will be part of the Support Operations & Planning team, which is a group of software engineers, program managers, and data analysts. This team is responsible for processes, tooling, and efficiencies for a group of hundreds of Technical Support Engineers, and is also responsible for the customer experience when our users need help. On this team you'll have the opportunity to work on a wide range of diverse projects like creating a unified “front door” for Cloudflare support, building backend systems to provide proactive recommendations for our customers, creating automated debugging tools for our customer support team and building data analytics tooling that allows our business teams to understand our customer base better.
What You’ll Do
As the first Product Owner for the Customer Portal and self-service, your responsibilities will include:
- Own the vision for the Customer Portal and the overall self-service experience.
- Create a cohesive “front door” for the Customer Portal that is beneficial to a variety of types of users - free, enterprise, partner, etc.
- Be an expert on the domain, the market, the trends. Evangelize the vision constantly so all stakeholders are aligned, have context and understand where we are going.
- Represent the customer. Be the champion and voice of customers. Build intimate, personal customer relationships. Bring the customer's voice into the creation process.
- Manage the roadmap. Make tough tactical prioritization decisions while helping the company think long-term. Build trust with stakeholders by maintaining an understandable, accurate roadmap.
- Author use cases and prioritize requirements. Translate market observations and customer feedback into a prioritized product backlog. Author use cases based on specific real-world product applications and extrapolate detailed product requirements for the scenarios.
- Collaborate across teams. We win or lose as a team. Product owners play a critical role in creating alignment between engineering teams and other stakeholders. A collaborative attitude is essential to the job.
- Measure success. Own the measures used to define success for your product. Success measures must be defined at the inception of a product and tracked throughout its lifecycle. Make measures visible to all stakeholders and interpret them into actionable conclusions and new hypotheses.
- Develop new opportunities. With your finger on the pulse of the market, the customers and the engineering teams, you are uniquely positioned to bring new solutions and experiences to market that solve real customer problems.
Requirements
- Minimum 5 years of Product Ownership / Management experience.
- <building Customer or Support Portal — digitizing processes>
- Ideal / nice to have
- Strong visual design skills, 2+ years product/UX design experience.
- Demonstrated ability to lead, drive consensus, and ship products at a high velocity with multiple stakeholders.
- Must be able to define and manage complex process and/or product issues of a broad scope using independent judgment.
- Experience balancing execution, agility, and culture at a fast growing business.
- Strong technical abilities. You are intimately familiar with modern software development practices used to build and deploy applications and data systems.
- Deep customer and stakeholder empathy.
- Experience working with data analysis at scale. An understanding of how to make big data small.
What Makes Cloudflare Special?
We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.
Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.
Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.
1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you’d like to be a part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.
