Senior Director, Customer Experience Product Strategy (on-site)

Welcome to Ziosk, where we empower restaurants to focus on what matters most: the guest experience!

Have you ever used a tablet to pay at a restaurant? We pioneered the pay-at-the-table concept and we’re cooking up a plan to transform the restaurant industry. Our recipe for success has been adapting and growing to exceed the needs of our clients, such as Olive Garden, Texas Roadhouse, Chili’s and more – helping them create an experience that keeps guests coming back. Today we have a full menu of solutions, from hardware to software to cloud-based and AI driven products, all focused on helping them create the best guest experience possible to grow their bottom line.

Our secret sauce? Our people! Every day, they’re cooking up bold solutions, making Ziosk the leading pay-at-the-table provider in the industry.

Want a seat at our table? Ziosk is looking a visionary and execution-driven Senior Director of Customer Experience Product Strategy to lead the development of our next-generation CXM and ORM platform. This strategic leader will define product vision, user experience, and go-to-market strategy—managing a third-party development partner to bring the platform to life.

The ideal candidate has deep expertise in both customer experience strategy and online reputation management, with proven success in building or managing products that compete in this space. You will be expected to understand market trends, anticipate competitor moves, and position our product accordingly based on the attached competitive landscape.

The Main Course – Responsibilities

• Product Strategy & Ownership
  • Own and define the platform vision, feature roadmap, and value proposition for a data-powered CXM/ORM solution.
  • Translate market opportunities and user needs into detailed product requirements, customer journeys, and success metrics.
  • Lead agile delivery efforts with an external development partner, ensuring high-quality and on-time releases.
• Customer Experience & ORM Expertise
  • Infuse best practices in customer journey mapping, VOC (voice of the customer) analytics, reputation scoring, and experience optimization into product design.
  • Build differentiators that directly compete with leading platforms identified in the competitive analysis (e.g., Medallia, Reputation.com, Birdeye, Podium).
  • Ensure the platform supports robust multi-location ORM features, feedback loops, AI-driven insights, and scalable integration capabilities.
• Go-to-Market Execution
  • Partner with Sales, Marketing, and Customer Success to develop launch playbooks, positioning strategies, competitive battle cards, and onboarding programs.
  • Define pricing models, market segmentation, and channel strategy tailored for enterprise and mid-market customers.
• Market Intelligence & Competitive Differentiation
  • Leverage the attached competitive analysis to identify market gaps, feature parity opportunities, and unique selling points.
  • Continuously monitor competitor product updates, customer reviews, and emerging tech to inform product strategy and feature prioritization.
• UX/UI and Customer Research
  • Oversee the end-to-end UX design process to ensure seamless and impactful user experiences.
  • Drive customer interviews, prototype testing, and usability studies to validate product-market fit.

What You Bring To The Table – Qualifications

• 10+ years of experience in product strategy or management, with at least 5 years in a senior role focused on Customer Experience or Online Reputation Management.
• Demonstrated success in launching and scaling B2B SaaS platforms in highly competitive CX/ORM or martech environments.
• Deep understanding of platforms such as Medallia, Qualtrics, Reputation.com, Podium, Birdeye, or similar.
• Strong track record managing third-party development partners and aligning stakeholders across Product, Engineering, Sales, and Marketing.
• Expertise in UX principles, journey mapping, and data-driven product development.
• Ability to develop differentiated strategies grounded in market analysis and customer insight.
• Excellent verbal and written communication; executive presence and stakeholder alignment a must.
• Bachelor’s degree in Business, Product Design, Computer Science, or a related field. MBA or similar advanced degree is preferred.

Nice to Have

• Experience in predictive analytics, sentiment analysis, or real-time feedback systems
• Familiarity with loyalty and CRM systems integration
• Previous success competing against or working within the CX/ORM vendor ecosystem

Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute to Plano, TX daily. Applicants must be authorized to work for any employer in the U.S. No agencies or third-party recruiters, please.