Imagine a Snapchat feature you championed was released and met with poor customer reviews. What steps would you take to resolve the issue?

Remember to include examples of both strategic and tactical actions within your response. Feature issues often take time to resolve, and it is important to demonstrate you are prepared and willing to develop whatever type of action plan is necessary to resolve the issue.

"The first thing I would do is gather as much data as needed to determine the root cause of the poor reviews. I would review the internal data from our customer service and sales teams and any performance data available through technical monitoring solutions. Additionally, I would look at articles, videos, and forum posts for customer reviews and comments. I would document any recurring themes and discuss them with my teams. If possible, I would also reach out directly to customers who were struggling with the product to let them know I care and am working to address their concerns.

I would then develop a tactical plan to address any quick-hit items that had the potential to improve customer satisfaction. I would also coordinate with our marketing team to inform our customers of the work we were doing to address their concerns.

I would also take steps to develop a strategic plan to address long-term issues. That might include holding reflection meetings to discuss the process or design flaws. It might require competitor analysis or the development of replacement solutions.

I would ensure that our product roadmap was updated to reflect whatever changes we agree are necessary to improve the customer experience. I would also reach out to my peers and superiors for guidance and feedback to ensure the changes I suggest are sound and that we work collectively to incorporate any lessons learned across all our products."