Background

Our team was tasked with creating the first-ever B2C product team focused on the end-to-end experience of 35M job candidates. We were responsible for creating a product vision, mission, and strategy for this new team, getting alignment and buy-in from cross-functional leaders, and recruiting a 15-member team.

We partnered with engineering, design, product operations, and data teams to fund and build the Candidate Experience team. Our goal was to scope out candidate pain points using interviews, surveys, analysis of support contacts, and customer requests.

Problem

The main problem we faced was that there was no existing product team focused on the end-to-end experience of job candidates. This meant that there were significant gaps in communication and support for candidates throughout their journey. We needed to identify these gaps and create a roadmap from scratch in a 0 to 1 approach.

We also needed to reduce the number of annual support contacts from candidates while improving their overall experience. Finally, we had to co-lead a company goal to improve Candidate Experience by defining metrics and developing a joint roadmap across product, operations (candidate support), and marketing.

Solution

To solve these problems, we scoped out candidate pain points using interviews, surveys, analysis of support contacts, and customer requests. We then prioritized MVP product requirements and created a new roadmap from scratch in a 0 to 1 approach.

We launched new email, SMS communications, and in-product navigation for candidates which led to a decrease of 150K annual support contacts ($2.2M in annual savings) and a reduction of 5% dropoff rate ($1M in revenue).

Finally, we co-led the company goal to improve Candidate Experience by defining metrics such as dropoff rate, support contacts, and NPS. We developed a joint roadmap across product, operations (candidate support), and marketing to achieve this goal.

Impact

Decrease of 150K annual support contacts ($2.2M in annual savings)
Reduction of 5% dropoff rate ($1M in revenue)
Improved overall Candidate Experience
Defined metrics for company goal
Developed joint roadmap across product, operations (candidate support), and marketing

Team

Jane Smith - Product Manager
- Created product vision, mission, and strategy for new team
- Prioritized MVP product requirements and created new roadmap from scratch in a 0 to 1 approach
John Doe - Engineering Manager
- Built engineering team including eight engineers and QA personnel
- Oversaw the creation and implementation of the platform
Sarah Lee - UX Designer
- Led the design of email, SMS communications, and in-product navigation for candidates
- Crafted an intuitive user experience for candidates throughout their journey on our platform.
- Alex Kim- UX Researcher
  - Analyzed candidate pain points using interviews, surveys, analysis of support contacts, and customer requests.
- Michael Chen- Product Marketing Manager
  - Developed and executed go-to-market strategy for new product features.
- Emily Wong- Data Analyst
  - Analyzed data to identify areas of improvement in the candidate experience journey.
- Mark Johnson- Product Operations
  - Led the operations team responsible for providing support to candidates on our platform.

Creating a B2C Product Team for 35M Job Candidates