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- Tasks: Lead the transformation of support services into a scalable product portfolio.
- Company: Join Bloomreach, a leader in AI-driven personalization for global brands.
- Benefits: Enjoy flexible working hours, professional development budget, and generous parental leave.
- Why this job: Make a real impact on how businesses connect with customers through innovative AI solutions.
- Qualifications: 6-8 years in Product Management or Customer Operations with direct management experience.
- Other info: Experience a culture of freedom, trust, and continuous personal development.
The predicted salary is between 36000 - 60000 £ per year.
Bloomreach is building the world’s premier agentic platform for personalization. We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey. We’re taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey. We’re designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do. And we’re building all of that on the intelligence of a single AI engine — Loomi AI — so that personalization isn’t only autonomous…it’s also consistent.
From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.
Bloomreach is seeking an Associate Director, Support & Academy Products to transform Bloomreach’s high-touch services (Support Premium Services & Academy Enablement Services) into a scalable, high-margin Product Portfolio. You will define, package, and operationalize structured deliverables that drive platform adoption and measurable ROI, while directly leading the technical specialists who deliver them.
Primary Objectives:- Productize the Service Layer: Standardize "Premium Plus" and Academy offerings into clear tiers with defined SLAs, fixed deliverables, and rigorous "out-of-scope" boundaries.
- P&L & Margin Ownership: Partner with Finance to maintain a clean P&L. Track contribution margins, utilization rates, and the cost-to-serve to ensure sustainable growth.
- Operational Architecture: Build the "machine" that delivers the service. Transition the team from bespoke, reactive tasks to a proactive, repeatable delivery framework.
- GTM Partnership: Collaborate with Sales and Account Management to ensure our support products are positioned correctly and sold at the right value point.
- Team Leadership: Directly manage and mentor a lean group of Support Engineers and Academy Specialists, fostering a "product-first" mindset.
- Lifecycle Management: Own the product lifecycle for support/academy offerings - from initial concept and pricing to operational rollout and performance measurement.
- Strategic Reporting: Define and track KPIs that prove value to the customer (e.g., Adoption, Time-to-Value) and value to Bloomreach (e.g., Retention, Margin).
- Feedback Loops: Translate "Premium Plus" client insights into actionable feedback for the Core Product, Engineering teams, and Academy Enablement.
- The "Builder" Mindset: Proven ability to turn an unstructured or a new service into a standardized, repeatable system.
- Commercial & Financial Fluency: Comfortable with unit economics, P&L management, and capacity planning.
- High-Stakes Communication: Ability to defend product boundaries and handle executive-level escalations.
- Analytical Rigor: Uses data, not anecdotes, to determine if a service tier is successful or needs to be retired.
- 6–8 years of experience in Product Management, Customer Operations, or Enablement Leadership.
- Customer Facing Experience: You have worked directly with clients and client leadership.
- Direct Management Experience: You have led technical ICs and know how to drive performance without getting stuck in the weeds.
- Experience in "Productizing" Services: You have a track record of taking a "service" and turning it into a "sku" with a clear margin.
- Pragmatic & Data-Driven: You are a builder, not a consultant. You prefer a working dashboard over a slide deck.
More things you’ll like about Bloomreach:
- Culture: A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. We have defined our 5 values and the 10 underlying key behaviours that we strongly believe in. We can only succeed if everyone lives these behaviours day to day. We’ve embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication.
- Flexible working hours to accommodate your working style. We work virtual-first with several Bloomreach Hubs available across three continents.
- Company events to experience the global spirit of the company and get excited about what’s ahead.
- Encouragement and support for employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer.
- People Development Program -- participating in personal development workshops on various topics run by experts from inside the company.
- Continuous development & updating of competency maps for select functions.
- Access to a resident communication coach to help navigate work-related communications & decision-making challenges.
- Managers are strongly encouraged to participate in the Leader Development Program to develop in essential areas for any leader.
- Utilisation of a $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.).
- Employee Assistance Program -- with counselors -- available for non-work-related challenges.
- Subscription to Calm - sleep and meditation app.
- ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter.
- Facilitation of sports, yoga, and meditation opportunities.
- Extended parental leave up to 26 calendar weeks for Primary Caregivers.
- Compensation: Restricted Stock Units or Stock Options granted depending on role, seniority, and location.
- Participation in the company’s success through the company performance bonus.
- Employee referral bonus of up to $3,000 paid out immediately after the new hire starts.
- Celebration of work anniversaries -- Bloomversaries!
Excited? Join us and transform the future of commerce experiences! If this position doesn’t suit you, but you know someone who might be a great fit, share it - we will be very grateful!
Associate Director, Support & Academy Products employer: Bloomreach Inc.
Contact Detail:
Bloomreach Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Associate Director, Support & Academy Products
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Bloomreach. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by understanding Bloomreach's products and values. Show us how your experience aligns with our mission to revolutionise customer journeys!
✨Tip Number 3
Practice your pitch! Be ready to explain how you can contribute to our team and the specific role of Associate Director, Support & Academy Products. Confidence is key!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the Bloomreach family.
We think you need these skills to ace Associate Director, Support & Academy Products
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your experience aligns with the role. We want to see how you can bring your unique skills to the Associate Director position, so don’t hold back!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and manage products. Use metrics where possible to show the impact of your work — we love data-driven results!
Be Authentic: Let your personality shine through in your application. We value a culture of trust and freedom, so don’t be afraid to express your passion for product management and customer operations in your own voice.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Bloomreach Inc.
✨Know Your Product Inside Out
Before the interview, make sure you understand Bloomreach's products and services, especially the Support Premium Services and Academy Enablement Services. Familiarise yourself with how these offerings can be productised and what makes them valuable to clients. This will help you speak confidently about how you can contribute to transforming these services into a scalable product portfolio.
✨Showcase Your Leadership Skills
As an Associate Director, you'll be leading a team of Support Engineers and Academy Specialists. Prepare examples from your past experiences where you've successfully managed teams, fostered a product-first mindset, and driven performance. Highlight your ability to mentor and guide others while maintaining focus on strategic goals.
✨Demonstrate Your Analytical Mindset
Bloomreach values data-driven decision-making. Be ready to discuss how you've used analytics in previous roles to track KPIs, measure success, and make informed decisions. Bring specific examples of how you've turned insights into actionable strategies that improved service delivery or client satisfaction.
✨Prepare for High-Stakes Communication Scenarios
Given the nature of the role, you may face executive-level escalations. Think of situations where you've had to defend product boundaries or manage difficult conversations. Practice articulating your thoughts clearly and confidently, as this will demonstrate your ability to handle high-pressure situations effectively.