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Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

The Role and Team

We are seeking an experienced product leader to serve as Senior Director of Medallia Experience Cloud (MEC) & Shared Services within our Platform Product organization. This pillar owns the foundational, shared capabilities that every Medallia product and customer depends on: platform administration and configuration, user and identity management, public sector and security, and the signal collection platform. These are the systems that make the Medallia Experience Cloud usable, governable, and secure at enterprise scale, and they are the foundational pieces that must transition successfully as the platform evolves toward its next-generation architecture.

As a people leader, you will both inherit and build this team. You will act as a player-coach, setting long-term strategy and standards for shared services while directly steering potentially complex but critical product areas such as a modern identity provider and the unification of authentication, role management, and permissioning across Medallia and its adjacent products.

You will partner closely with several teams and stakeholders across R&D, Cloud/SRE, and GTM while presenting and reporting consistently to senior leadership.

Responsibilities

• Own the long-term strategy, roadmap, and standards for MEC & Shared Services across platform administration, user and identity management, public sector and security, and signal collection, ensuring scalability, governance, and alignment with the platform's next-generation architecture.

• Build, lead, and develop a team of senior product managers as a player-coach: hire for open roles, coach, set direction, and remove bottlenecks, while directly owning the most complex and ambiguous problem areas.

• Own the administration and configuration surfaces of the platform, making the platform usable and manageable at enterprise scale.

• Drive the growth of our identity provider solution (IDP) that will help unify authentication, user management, and cross-product navigation across Medallia and adjacent products.

• Own and rapidly prioritize the public sector and security roadmap, including GovCloud, FedRAMP, and key customer security commitments, partnering with security engineering and SRE as the common execution arm.

• Drive platform modernization across mission-critical legacy systems, balancing reliability of always-on services with architectural evolution, throughput, and scalability improvements.

• Represent the MEC & Shared Services team to senior leadership, customers, and go-to-market teams, translating a complex technical domain into clear strategy and priorities.

• Oversee day-to-day management for a globally distributed team, while participating in cross-functional syncs and executive reviews to align product strategy across time zones.

Candidates based in the Tysons vicinity will be prioritized as this role is Hybrid, 3 days per week onsite.

Qualifications

Minimum Qualifications

• Bachelor's degree in a science, engineering, or related quantitative field, or equivalent experience.

• 12+ years of enterprise SaaS research and development experience (product, engineering) focused on platform services, data platforms, identity, security, or infrastructure products.

• 5+ years of direct people-management experience leading product managers or cross-functional product teams, including hiring, coaching, and developing a team.

• Demonstrated experience owning a complex, technical platform domain end to end, from strategy through delivery, in areas such as identity and access management, administration and configuration, data governance and security, or core platform services.

• Demonstrated understanding of authentication, authorization, and access control models (e.g., SSO, IDP integration, RBAC/ABAC), including how they are designed, governed, and scaled across a product portfolio.

• Demonstrated experience driving cross-functional initiatives across product, engineering, and security or compliance functions.

• Ability to maintain a flexible working schedule that accommodates recurring real-time collaboration, cross-functional syncs, and executive reviews across globally distributed teams spanning US Pacific to Eastern Europe and India.

Preferred Qualifications

• Experience modernizing a legacy, mission-critical platform or re-architecting a system for scale and performance while maintaining reliability.

• Experience with public sector requirements and compliance frameworks such as FedRAMP and government cloud environments.

• Experience with omni-channel data or signal collection, messaging infrastructure, or high-volume distribution systems.

• Hands-on, prototype-driven approach: comfortable using AI-assisted tooling to validate concepts quickly, accelerate roadmap definition, and constructively challenge engineering estimates.

• Player-coach leadership style: able to set strategy and develop people while remaining hands-on in the most complex areas, and at your best owning a complicated, technical, self-contained domain end to end.

• Experience with a Customer Experience Management platform.

• Experience in an agile development environment and familiarity with tools such as Productboard and JIRA.

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $202,000 - $305,000. This position is bonus eligible. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age (40 and over), disability, genetic information, veteran status or military service, or any other status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.