Sr. Director, Product Management, Global Platform + CS
The Knot Worldwide
WHAT WE DO MATTERS:
At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success.
WHAT WE DO MATTERS:
At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance.
ABOUT THE ROLE AND OUR TEAM:
The Knot Worldwide (TKWW) is seeking a Sr. Director of Product Management to lead our Global Platform, spanning WeddingWire and our international brands. This role sits at the intersection of couple and vendor experiences across a two-sided marketplace and plays a critical role in enabling scale, consistency, and local relevance across markets.
In addition to core platform capabilities, this leader will own product strategy for Customer Service tooling and experiences and our Data Product layer—ensuring both customers and internal teams are powered by scalable systems, trusted insights, and high-quality operational workflows.
RESPONSIBILITIES:
- Platform Vision: Own the strategy and performance of our CX backend tooling. You’ll ensure our tech stack (including Zendesk and proprietary tools) is optimized, integrated, and scalable.
- AI & Agent Innovation: Lead the implementation of AI Agents and automated workflows to increase self-service efficiency and empower human agents with "co-pilot" capabilities.
- Data-Driven CX: Bridge the gap between raw data and actionable service insights. You will work with the Data team to build dashboards and feedback loops that inform product improvements company-wide.
- Backend Excellence: Act as the Product Manager for our internal infrastructure, prioritizing stability, data integrity, and seamless API integrations.
- Leadership & Mentorship: Uplevel the skills of your team members, fostering a culture of technical excellence and user-empathy within internal operations.
- Cross-Functional Collaboration: Partner with Engineering, Data Science, and Customer Success leaders to ensure the CX platform supports the broader "Couple Growth & Lifecycle" goals.
SUCCESSFUL CANDIDATES HAVE:
- 8+ years of experience in Product Management or a blend of Product and Analytics.
- 1+ years in a formal Leadership role with a track record of hiring and grooming high-performing PMs.
- Platform & Tooling Expertise: Strong experience with backend systems and CX infrastructure; familiarity with Zendesk is a plus but not required.
- AI/ML Fluency: Direct experience implementing AI solutions. A significant advantage if you have worked with AI Agents or Large Language Models (LLMs) in a service context.
- Analytics Background: You are "data-fluent." You have a background in analytics and can navigate complex data sets to drive strategic decisions.
- Strategic Horizon: Ability to set 3-year platform visions while executing quarterly OKRs.
- Outcome-Oriented: You prioritize business impact over feature count and view the roadmap as a series of hypotheses to be tested.
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey.
WHAT WE LOVE ABOUT YOU:
- Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
- Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
- Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.
- Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together.
WHAT YOU LOVE ABOUT US:
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people.
- For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
- For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.
To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.