Scentbird

• Serve as the acting leader of the Talent Acquisition function during the Director of People's leave period. • Manage, coach, and develop recruiting team to ensure strong performance and consistent execution. • Establish clear expectations, monitor individual and team performance, and provide ongoing feedback and support. • Own recruiting KPI reporting and performance management, including time-to-fill, pipeline conversion rates, hiring manager satisfaction, offer acceptance rates, and recruiter productivity metrics. • Identify hiring risks, bottlenecks, or declining performance trends and proactively implement solutions. • Facilitate weekly recruiting team meetings, hiring reviews, and stakeholder updates. • Ensure recruiting processes, interview standards, and candidate experience expectations are consistently followed across the organization. • Partner with the Director of People to provide regular updates on hiring progress, challenges, and resource needs. • Personally manage any number of critical and hard-to-fill positions. • Lead intake meetings and develop sourcing strategies for high-priority searches. • Build and maintain talent pipelines across Product Management, Digital Product, Product Design, UX/UI, and related functions. • Partner with hiring managers to calibrate talent profiles, assess candidates, and drive efficient decision-making. • Support both domestic and international hiring efforts while providing expertise on recruiting and hiring talent across European markets.

Role Description We're looking for a Senior Manager of Customer Experience to lead our Tier I and Social Support operations across a globally distributed team of 35+ agents and 4 Team Leads. This role is for a self-sufficient, fast-moving operator who can manage a large team, drive automation across our CX tech stack, and protect brand trust in public-facing channels — all without needing hand-holding. You'll report to the Director of Customer Experience and serve as both an operational leader and a strategic partner across the business. Responsibilities - Team Leadership & Operations - Lead and develop Team Leads and agents across Tier I email and Social Support globally - Own CSAT, NPS, QA, First Response Time, Full Resolve Time, and productivity metrics - Act as the primary escalation point for complex or high-risk customer issues - Drive process improvements that improve both the customer and agent experience - Manage vendor and recruiting partner relationships, including quality oversight and performance - Own onboarding and training program development — not just coaching through leads, but building the curriculum - Lead incident response during outages or fulfillment failures, coordinating cross-functional communication under pressure - Automation & Platform Ownership - Be hands-on with our CX tech stack — able to get into backend systems, configure workflows, and build improvements directly - Identify and implement automation opportunities to reduce manual work, improve routing, and free agents for high-complexity issues - Partner with Product and Engineering on AI-assisted support tools, integrations, and workflow automation - Own SOPs, macros, routing logic, and documentation within Kustomer and connected platforms - Calibrate self-service and automation strategy to balance efficiency with CSAT outcomes - Social Support & Brand Protection - Oversee Social Support across social channels, app stores, and public review platforms including BBB - Be a true expert in social CX — fluent in platform-specific nuances, community management, and public de-escalation without sacrificing brand voice - Monitor social sentiment proactively and surface emerging issues before they escalate - Align with Marketing and Brand to ensure CX voice is consistent across every public-facing touchpoint - Set and enforce response quality and brand standards across all public channels - Workforce Planning & Reporting - Manage global workforce planning, shift scheduling, and coverage strategy for a US-demand-heavy operation - Deliver weekly and monthly KPI reporting with clear context and actionable recommendations - Lead change management across platform migrations and operational shifts — keeping team performance steady through transitions - Analyze contact drivers and sentiment trends to surface retention risks and product insights cross-functionally - Voice of the Customer & Cross-Functional Work - Partner with the Director of Customer Experience to deliver strategic, actionable insights that drive the Voice of the Customer across Product, Marketing, Operations, Finance, and Legal - Own Help Center and FAQ content, keeping it accurate and aligned with current policies and product changes - Think beyond resolution — understand how support interactions affect retention and bring that lens to cross-functional conversations Qualifications - 5–8+ years in Senior/Supervisory CX role, with 2–3+ years managing Team Leads or senior agents in a high-volume, fast-paced environment - Experience across both high-volume transactional CX (email, chat) and public or social support channels - Background in subscription or e-commerce with recurring billing complexity - Demonstrated ability to drive automation and workflow improvements within a CX tech stack, not just oversee them - Experience leading teams through platform migrations and operational change without losing performance Skills - Hands-on with CX platforms — able to configure, optimize, and improve systems directly - Deep expertise in social CX, community management, and public escalation handling - Strong analytical and reporting skills; able to contextualize data clearly for non-CX stakeholders - Familiar with CSAT/NPS methodology — understands how survey design and exclusion logic affect what scores actually mean - Excellent written communication, especially in brand-sensitive and public-facing environments Platform Knowledge (Preferred) - Kustomer or equivalent CX/ticketing platforms (Zendesk, Gladly) - Sprout Social or equivalent social listening and community management tools - DigitalGenius or AI-assisted CX automation platforms - Shopify or E-Commerce backend systems relevant to order management and customer data

Role Description The Social Media Coordinator supports social planning, publishing, and community management across platforms. This role executes the monthly social templates, ensures posting accuracy and timeliness, supports trend-driven content, and assists with campaign execution, reporting, and community engagement. This role will report directly to the Social Media Manager and work closely with the full marketing team. What You’ll Be Responsible For: - Social Planning & Publishing: - Schedule and publish approved content across social platforms - Execute the monthly social calendar using established templates and timelines - Ensure posts go live accurately and on schedule, aligned with campaigns and launches - Maintain core social links and tools (LikeShop, Bitly, etc.) - Content & Trend Support: - Support light reactive content creation tied to trends and timely moments - Assist with caption writing, edits, and CTA updates as needed - Monitor social trends and surface relevant opportunities to the team - Support execution readiness for boosted and priority posts - Community Management & Engagement: - Support daily community engagement across comments, DMs, and tagged content - Monitor brand mentions and identify opportunities to engage or reshare - Assist with responses in alignment with brand voice and guidelines - Flag high-engagement community members or moments for amplification - Own Reddit SEO community management - Campaign & Giveaway Support: - Support social giveaways and promotions from execution through fulfillment - Assist with campaign coordination, posting accuracy, and follow-through with social and BizDev teams - Help maintain organized documentation for recurring social workflows - Reporting & Performance Support: - Assist with basic social + creator campaign performance tracking and reporting prep - Flag high-performing content and engagement trends - Support logging of outbound and community activity as needed Qualifications - Comfortable managing multiple timelines and priorities - Familiarity with Instagram, TikTok and YouTube best practices - Must be available to work East Coast hours - Content creation experience (Canva, CapCut, etc.) Benefits - Competitive base compensation - Bonus program - Paid Time Off - Wellness Days Off - A fun, creative and energetic work environment

• Own the end-to-end QA process across the Shopify Plus storefronts, Hydrogen proxy backend, custom pixels, and supporting extensions. • Define what “ready to merge” means per repo. • Stand up the pretest workflow, regression checklist for develop → live merges, bug severity taxonomy, and the “should we ship?” judgment calls. • Expand synthetic monitoring (Checkly) coverage of live storefront critical paths, and run post-deploy smoke tests. • Test Recurly subscription edge cases (split, combine, retry, cancel, prorate) and international flows (shipping, tax, currency, customs). • Lead root cause analysis and blameless postmortems for production incidents, with concrete prevention follow-ups. • Team collaboration and work closely with PM/CRO.

• Build and maintain CI/CD pipelines (GitHub Actions / GitLab CI) • Automate infrastructure using Terraform / IaC • Manage cloud environments (AWS, Kubernetes, Docker) • Improve deployment and release processes • Ensure environment consistency across staging and production • Maintain internal developer tooling and platforms • Monitor systems and respond to alerts • Collaborate with engineering teams to improve delivery speed

PLEASE NOTE THIS ROLE IS FOR OVERSEAS APPLICATION, NON -U.S. ONLY. NO DOMESTIC (U.S.) APPLICATIONS WILL BE CONSIDERED. Senior Mobile Product Manager We’re looking for an individual contributor to own and evolve the Scentbird iOS/Android app - a key revenue channel and the primary touchpoint for some of our best customers. This isn’t a maintenance role. You’ll drive innovation in mobile-native features, user flows, and in-app engagement - not just achieve feature parity with the web experience. You’ll partner deeply with engineering, design, analytics, and architecture to deliver high-quality, high-retention app experiences - backed by A/B tests, user insight, and strong product instinct. Our mobile app is not an afterthought - it’s the foundation of long-term customer value. What You’ll Be Responsible For: Product Strategy & Execution - Define the product vision, strategy, and roadmap for the Scentbird through the lens of a native app expert (iOS + Android) - Own full lifecycle: ideation → discovery → delivery → measurement → iteration - Prioritize opportunities that improve app retention, order volume, and LTV - Collaborate with engineering on native feature architecture, development best practices, QA release cycles, and app store processes Mobile-First Innovation - Lead mobile-specific product thinking: push notifications, widgets, deep links, GPS, camera, in-app navigation, personalization - Partner with design to evolve the in-app experience using platform-native patterns - while maintaining brand consistency - Work with architecture to plan scalable integrations and avoid rework across mobile/web UX Ownership & Research - Own user flows, conversion funnels, onboarding, and subscription surfaces within the app - Use data (Mixpanel, GA4), screen recordings, and usability studies to guide UX improvements - Partner with a mobile UI/UX designer, but retain decision-making authority on all product-side UX - Interweavin ML and AI into our every day experience in a seamless way that benefits our users experience Agile Execution - Act as Product Owner for a dedicated mobile development team - Write user stories, manage the backlog, and drive sprints (refinement, planning, review) - Maintain close coordination with architecture and peer PMs to manage dependencies and app/web parity where needed Experimentation & Impact - Own app-specific KPIs: D30/D90 retention, engagement, recency, economic KPIs - Design A/B tests and MVP experiments to validate changes before scale - Monitor and report app performance trends regularly to leadership and peers Cross-Functional Partnership - Collaborate with Web Teams, Retention, Conversion Rate Optimization, CX, and Ops to align on campaign rollout and app-surface priorities - Ensure app UX supports broader customer journey goals across email, push, and site - Act as a mobile product evangelist within the broader org - sharing trends, experiments, and learnings What You’ll Need to Have: - 10+ years in digital product management with at least 7 years focused on mobile apps - Experience with monthly subscriptions, ideally in a B2C delivery based product - AI / ML knowledgeable and understands how customers react and use these tools in online commerce - Proven track record shipping native mobile app features with measurable retention or LTV impact - Deep understanding of iOS/Android capabilities and app lifecycle: build → QA → store submission → phased rollout - Experience managing app UX in partnership with design - Fluency in product analytics tools (Mixpanel, GA4, Amplitude, etc.) and experimentation frameworks - Familiarity with app-specific constraints and levers (push infra, biometric auth, app tracking transparency, etc.) - Strong collaboration skills with engineering, design, marketing, and architecture

Director of Product Development, Drift The Director of Product Development will lead the end-to-end development of all fragrance and physical product innovation across Drift’s portfolio, including fine fragrance, car fragrance, home fragrance, and fragrance diffusion devices. This role will own the product development lifecycle from concept through launch, partnering closely with formulation labs, fragrance houses, regulatory consultants, operations, and marketing to bring high-quality, on-brand products to market on time and within scope. This role reports directly to the VP of Innovation & Physical Product. While remote, the position requires weekly travel to fragrance partners, suppliers, and Drift’s warehouse (NY & NJ). Candidates must have access to a personal vehicle for travel and product testing. Responsibilities - Lead all fragrance and product development initiatives across fine fragrance, car fragrance, home fragrance, and scent diffusion devices. - Own the full product development lifecycle from concept, briefing, and benchmarking through evaluation, validation, production readiness, and launch. - Create clear product and fragrance briefs that translate brand strategy, consumer insights, and white-space opportunities into actionable development direction. - Drive innovation by identifying market trends, competitive opportunities, and white-space concepts aligned with Drift’s brand positioning, customer needs, and subscription model. - Lead fragrance submission management, including evaluation, feedback, redirect rounds, and final selection in partnership with internal stakeholders and fragrance suppliers. - Manage product testing programs, including fragrance panel testing, consumer feedback loops, functionality testing, efficacy testing, and stability testing where applicable. - Oversee development of fragrance diffusion devices and ensure performance, user experience, safety, reliability, and cost targets are achieved. - Maintain project timelines, stage gates, and critical milestones to ensure on-time execution across all active development programs. - Identify project risks early and proactively drive solutions related to formulation, componentry, testing, regulatory, supply chain, timing, and cost. - Own vendor and partner relationships across fragrance houses, formulation labs, test labs, and consultants through regular business reviews and project check-ins. - Collaborate cross-functionally with Marketing, Creative, Operations, Supply Chain, and external manufacturing partners to align on product requirements, artwork, claims, launch timing, and commercialization readiness. - Ensure all product development documentation is complete, accurate, and maintained in internal systems, including formulas, specifications, BOMs where applicable, claims support, test results, and approvals. - Manage the collection, review, and tracking of fragrance regulatory and technical documentation from suppliers and consultants. - Support product registration, compliance, and market readiness by coordinating documentation needed for launches, updates, and retailer or market requirements. - Oversee sample management and organization for all active development programs, including fragrance submissions, component samples, prototypes, standards, and retain samples. - Partner with packaging and creative teams to develop copy, artwork input, and product details that accurately reflect formula, claims, and regulatory requirements. - Help define development standards, best practices, and scalable processes that improve speed, organization, and execution quality across the department. - Mentor and lead product development team members, setting priorities and ensuring strong execution across multiple concurrent launches. - Directly manage the Senior Manager of R&D and oversee day-to-day R&D prioritization, performance, and development. Preferred Qualifications - Experience in home fragrance, car fragrance, and fine fragrance categories. - Experience working in high-growth or startup environments. - Experience supporting subscription-based product models or recurring assortment strategies. - Familiarity with packaging development and manufacturing scale-up. - Experience building or improving product development processes and tools.

• Utilize HTML/CSS and email marketing best practices to create and code interactive email experiences • Build and maintain responsive, scalable email templates and campaigns • Develop and implement dynamic content using ESP templating and CRM data • Translate creative concepts into bulletproof, production-ready email code • Set up, test, QA, and launch email campaigns across ESP platforms • Ensure consistent rendering across devices, browsers, and email clients • Execute campaigns with a focus on segmentation, testing, and technical accuracy • Troubleshoot HTML, CSS, and performance issues and recommend improvements • Maintain best practices across email compliance, accessibility (ADA), and deliverability standards • Partner with CRM, Creative, and Product teams to execute campaigns and improve workflows • Analyze campaign performance and recommend optimizations to improve engagement and revenue • Contribute to process improvements, coding standards, and template systems

• Support the Development and Execution of 360° Integrated Marketing Campaigns, ensuring alignment across PR, partnerships, social, CRM, and on-site channels to deliver cohesive, high-impact launches • Assist in development and implementation of a comprehensive PR & Partnership strategy that aligns with our company-wide goals, enhancing our brand presence in key markets. • Partner with our external PR agency as well as any Partnership, and Licensing-related teams, ensuring alignment on objectives, timelines, and deliverables. • Coordinate the creation and distribution of press releases, media kits, and pr mailings to effectively communicate product launches and brand initiatives. • Assist in the planning and execution of in-person events, press and influencer activations, and other promotional activities to enhance brand visibility and engagement. • Gather and analyze data to assess campaign effectiveness, providing insights and performance metrics to both Scentbird leadership and the agencies for continuous improvement. • Lead product sampling and shipment tracking, organize meetings with key cross-functional teams, and ensure alignment on activations. • Identify and reach out to potential partners and collaborators that will help us reach new audiences. Create and maintain internal media lists and help build relationships with influencers and editors.

• Participate in A/B testing by supporting both the pre-test and post-test stages, ensuring experiments are well-designed, closely monitored, and results are analyzed to inform data-driven decisions. • Rolling-out ‘data-as-a-service’ approach for Product team to make data easy to access, understand and make decisions. • Communicate with Product and cross-functional teams, defining metrics they track, planning report structures, making it visually appealing and easy to understand, and automating the reporting process our BI system (we use Looker). • Measure the impact of both existing and new product features and growth experiments on our key metrics (e.g. conversion rate, number of active subscriptions, the lifetime value of our customers, etc). • Do ad hoc analysis: if something emerges in the data like a spike in usage or drop in conversions, you have to find out “why?”. • Reports and research should not come just in the form of numbers and distributions, but rather in the form of action items (e.g., to increase X, we have to do Y). • In collaboration with data engineers optimize data workflows, control for data consistency and coverage across domains and IT solutions (Looker, Snowflake, etc.).