Success manager
Make sure the kindness is kind and delivers the goals of the people it represents.
At one million daily users and beyond, you will own whether the kindness is collectively delivering people's goals. You will understand where progress stalls, take responsibility for significant escalations and drive improvements that expand what the platform can help people achieve. This is hands-on ownership of success across the platform. Beautiful will only be a success if the kindness is kind: acting with care, respecting people's choices and following through on their goals.
What you will do
- Build a clear picture of which goals the kindness is delivering, where it falls short and what is stopping progress across the platform.
- Act as the escalation point for significant failures and unmet needs. Get the underlying problem resolved and use what you learn to prevent it affecting others.
- Identify missing capabilities and work with the platform and AI leads to turn them into improvements that help more people achieve more of their goals.
- Set priorities from evidence of people's needs and goals. Follow changes through to delivery and verify that they help the kindness fulfil those goals more reliably.
- Make sure the kindness is kind in practice: recognising when behaviour falls short of care, respect or people's wishes and driving the changes needed.
- Build ways to detect stalled goals and recurring problems at scale, with respect for people's privacy and authority.
You might be right for this if
- You think in systems and patterns. You can see how a single escalation may reveal a problem affecting thousands of people.
- You combine empathy with analytical judgement and can turn evidence into clear priorities for improving the platform.
- You are hands-on, curious and driven. You take responsibility for difficult problems and stay with them until the underlying cause is resolved.
- You can show how you have expanded a product's capabilities and helped people achieve their goals at scale.
- You care deeply about kindness and can challenge behaviour that falls short, even when the platform appears to be working technically.
You can be based anywhere in the world.
Apply
Share a link to something you have shipped, built or improved and tell us in about 200 words what you did, what changed and why this role matters to you. If your work is private, describe it without sharing confidential material.
Updated: