Staff Product Manager

Summary

Join our team as a dynamic and proactive Staff Product Manager to drive success for internal customer support stakeholders by leveraging technology to optimize processes and enhance self-service capabilities.

Requirements

• 8+ years of experience leading product initiatives for customer support systems that drive operational efficiency and customer satisfaction
• Extensive experience in leading product development teams with accountability for multiple products and diverse customer journeys
• Excellent stakeholder management skills
• Ability to ruthlessly prioritize the highest value work
• Experience working on internal stakeholder solutions
• Passionate about using technology to delight internal and external customers
• Experience with AI-powered customer support tools and automation technologies
• Track record of successfully leading Agile scrum teams to deliver software frequently and on time
• Hands-on familiarity with call center containment data and understanding of how to use metrics to reduce friction and increase adoption

Responsibilities

• Define and execute the product roadmap for Customer Success within Business Systems, focusing on operational efficiency and customer satisfaction
• Leverage third-party solutions (e.g., Salesforce, telephony, chat solutions, RPA, AI) to enhance customer and internal user experiences
• Conduct needs analyses through data reviews and user feedback to recommend strategic tools for best-in-class customer care
• Research market trends, technology, and competitors in customer support to inform strategy
• Foster a feedback loop with other product teams to improve customer and user experiences
• Utilize AI insights to enhance containment strategies in customer support
• Support the rollout of tools and processes to optimize customer service and drive self-service adoption through tools assessments, RFPs, and demos
• Monitor customer adoption and satisfaction with new features, focusing on operational gains
• Lead continuous improvement within the product lifecycle, identifying efficiency and cost savings opportunities
• Work closely with internal customer success stakeholders to identify pain points and opportunities for innovation
• Collaborate with engineering, design, and third-party vendors to integrate and optimize third-party tools that meet business needs
• Leverage data and analytics to assess and continuously improve product performance, customer satisfaction, and system efficiencies
• Communicate effectively and manage expectations with key stakeholders, including senior leadership, customer success teams, and external partners, to align product goals and progress

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Disability insurance
• Life insurance
• Parental leave
• Military leave
• Employee assistance program
• 401k + match
• Annual bonus
• Pet insurance
• RSUs
• Paid parking
• 10 paid holidays