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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 hours, remote work, and a generous education budget.
- Why this job: Make a real impact on how businesses connect with customers through innovative solutions.
- Qualifications: 6-8 years in Product Management or Customer Operations with direct management experience.
- Other info: Experience a culture of freedom, trust, and personal development opportunities.
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 are 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. 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.
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. Defined values and key behaviors embedded in processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. Flexible working hours and virtual-first with hubs across three continents. Company events and volunteering days (5 paid days off to volunteer). Strong employer brands (Glassdoor 4.4/5; Comparably 4.9/5).
Personal DevelopmentPeople Development Program with workshops and competency maps. Communication coaching and Leader Development Program opportunities. $1,500 annual education budget for books, courses, certifications, etc.
Well-beingEmployee Assistance Program with counselors. Calm subscription for sleep and meditation. DisConnect days: one extra day off each quarter. Sports, yoga, and meditation opportunities. Extended parental leave up to 26 weeks for primary caregivers.
CompensationRSUs or stock options depending on role, seniority, and location. Company performance bonus participation. Referral bonus up to $3,000. Bloomreach anniversaries celebrated with rewards.
*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months. 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
Contact Detail:
Bloomreach 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 on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Show them you’re not just another candidate; you’re genuinely interested in what they do and how you can contribute.
✨Tip Number 3
Practice your pitch! You should be able to clearly explain your experience and how it aligns with the role. Keep it concise but impactful—think of it as your personal brand statement.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the position. Plus, it’s a great way to reiterate your fit for the role.
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 of Associate Director, Support & Academy Products. We want to see how you can bring that 'builder' mindset to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've successfully productised services or improved customer operations in the past. We love data-driven results, so include metrics where possible!
Be Authentic: Let your personality shine through in your application. We value a culture of trust and freedom, so being genuine about your experiences and motivations will help us get to know the real you.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Bloomreach
✨Know Your Product Inside Out
Before the interview, dive deep into Bloomreach's offerings, especially the Support Premium Services and Academy Enablement Services. Understand how these products work, their benefits, and how they can be improved. This knowledge will help you demonstrate your 'builder' mindset and show that you're ready to take on the challenge of productising services.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in managing teams and driving performance. Share specific examples of how you've led technical specialists or support engineers in the past. Highlight your ability to foster a 'product-first' mindset and how you've successfully transitioned teams from reactive tasks to proactive delivery frameworks.
✨Demonstrate Financial Acumen
Since P&L management is crucial for this role, brush up on your financial fluency. Be ready to talk about your experience with unit economics, tracking contribution margins, and capacity planning. Use data-driven examples to illustrate how you've managed budgets and ensured sustainable growth in previous roles.
✨Prepare for High-Stakes Communication Scenarios
Expect questions that assess your ability to handle executive-level escalations and defend product boundaries. Think of scenarios where you've had to communicate tough decisions or manage client expectations. Practise articulating your thoughts clearly and confidently, as strong communication skills are key to succeeding in this role.