Sr. Director, Product Management, Global Platform + CS

New York City, New York, United States

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.

The Knot Worldwide (TKWW) is seeking a Sr. Director of Product Management to lead our Global Platform, spanning Wedding Wire 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.

• 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.

• 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.

Stellar Communication
:
The ability to translate complex backend technical needs into a compelling vision for senior leadership and non‑technical stakeholders.

This role is Together@TKWW-eligible and based near one of our office hubs. You’ll be expected to work in the office two days a week as part of our hybrid work model.

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.

• 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…