Job Description

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

Medallia is seeking an experienced Product Manager to lead the platform powering Medallia's omnichannel signal collection - the mission-critical layer that ingests, routes, and delivers feedback at Fortune 100 scale. This role owns the systems that serve as the engine for the world's most sophisticated customer experience programs, directly powering how the Fortune 100 listen to and engage with their customers at every touchpoint.

The role will manage a portfolio of established systems, balancing the critical need to maintain high-scale current operations with the vision to build next-generation signal collection capabilities. You'll work closely with our Listen Experience Applications team to build the platform capabilities that will support the evolution of omnichannel listening. This is an exciting and strategic role focused on building innovative solutions that will enable our customers to gather feedback effectively, at the right times and through the right channels, unlocking valuable new insights and empowering real-time action to improve CX.

Key Initiatives

• Survey Engine Unification: Lead the initiative to unify fragmented, channel-specific collection engines (email, mobile, digital) into a unified, event-driven signal processing platform - improving flexibility for future innovations and enabling omnichannel signal delivery.
• Next-Gen Roadmap: Develop the platform capabilities to deliver the next generation of surveys using innovative technology.
• Operational Health & Efficiency: Stabilize core platform services to reduce operational overhead and reactive maintenance to less than 15% of team capacity, shifting the focus from issue investigation toward proactive roadmap delivery.

Key Responsibilities

• System Ownership: Manage the core product areas including the Survey Engine, inbound/outbound feedback collection mechanisms, Signal Integrity & Fraud Detection, and Sampling services.
• Pragmatic Execution: Act as a leader who understands the dynamics of working in an established system, managing pragmatic solutions that balance innovation with serving active enterprise scale clientele.
• Stakeholder Management: Partner closely with cross-functional teams, including product managers, engineering, architecture, alliances, and go-to-market, to manage complex migrations and define technical standards.
• Technical Excellence: Work closely with engineering leads to make sound technical trade-offs, ensuring the platform is built for performance, reliability, and long-term maintainability.
• Operational Efficiency: Lead high-efficiency cross-functional teams focused on innovation, while minimizing reactive maintenance and cost-of-doing-business activities.

Candidates based in the Tysons vicinity will be prioritized as this role is Hybrid, 3 days per week onsite.

Minimum Qualifications

• Experience: 4+ years of product management experience with enterprise SaaS platforms; 2+ years specifically in platform product offerings.
• Established Systems: Proven track record of managing mature systems and handling the complexities of migrations and technical debt.
• Demonstrated Technical Proficiency: Strong track record of engaging in deep technical discussions with engineers regarding API design, platform health, and data platforms.
• Pragmatism: A demonstrated ability to balance current maintenance and high-quality shipping with future-looking innovation.

Preferred Qualifications

• Experience with event-driven architecture, data ingestion pipelines, or messaging systems (e.g., Kafka, Kinesis, SMTP at scale, SQS).
• Proven track record with commercialized enterprise SaaS - customer-facing products with demonstrated customer empathy, not solely internal tooling.
• Experience managing platform migrations with zero customer downtime at enterprise scale.
• Experience in email delivery, fraud detection, CDPs, Standard Protocols (HTTP, SMTP, SMS/RCS), or data modeling.
• Communication: Excellent collaboration skills with experience building consensus across diverse cross-functional teams.

Medallia is committed to equal pay and transparency.  The annual base salary range for this position is $154,00 - $190,000. 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.

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 proud to be an equal-opportunity workplace and is an affirmative-action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable 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.

Equal Opportunity Employer

Medallia is an Equal Opportunity Employer. All employees and applicants are protected from discrimination based on 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.

Medallia is an E-Verify Employer.

Accessibility Statement

Medallia endeavors to make www.medallia.com accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Medallia Talent Acquisition at ApplicantAccessibility@medallia.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

To Recruitment Agencies

Medallia does not accept resumes. Please do not forward resumes to our jobs alias, employees or any other company location. Medallia is not responsible for any fees related to unsolicited resumes.

Note on Fraudulent Recruiting/Offers

We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Medallia. Please note, we do not ask for sensitive or financial information via chat, text or social media, and any email communications would come from the domain @medallia.com. All applicants should apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference (unless the candidate requests other accommodations). If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Medallia, please contact us.