Director of Product & Engineering

Job Summary

As the Director of Product & Engineering, Support, this full-time role will manage a team of 6-10 Product Builders, overseeing the strategy, execution, and culture of systems that enhance customer self-service and support efficiency, while working in a remote-first environment.

Key responsibilities

• Lead the development of AI-powered self-service tools and knowledge infrastructure to improve customer support
• Ensure product functionality aligns with customer needs and feedback is effectively integrated into product changes
• Make strategic decisions on whether to configure, buy, or build solutions that enhance Mews' competitive edge

Required qualifications

• Proven experience in product management and engineering leadership
• Strong background in developing AI-driven customer support solutions
• Experience in managing cross-functional teams and driving cultural initiatives
• Ability to analyze customer feedback and translate it into actionable product improvements
• Track record of strategic decision-making in technology development