Product Manager (Servicing Domain)

Product Manager (Servicing Domain)

This roll falls under the Digital Workplace team. They manage all third-party products (e.g., Webex/Teams, MS Office, Concierge, all tech support/help desk). There is very little development happening on this team. Heading toward Agile but not quite there. They are currently looking to select a services tool (like a Jira) but haven't made a decision yet. Someone coming from a services/internal customer background is ideal. This is a brand new role.

Are you a technologist with a passion for customer service? Do you enjoy designing new and innovative products? Are you ready to transform the technology support experience? We are looking for a Product Manager who will help us reinvent how our colleagues fulfill their technology needs while modernizing the support experience. You will be an integral member of a strategy team, helping provide insights on customer behavior and preferences while executing on organizational-wide global initiatives. Join us as we create a superior digital experience for our colleagues by delivering unparalleled support. We are looking for someone who can think strategically while consistently delivering incremental improvements to our global servicing experience.

Responsibilities may include but are not limited to the following:

• Support the product development process with market research and generation of insights to be incorporated into the product and program design
• Maintain and refine the product backlog, mapping user stories to the needs of the end customer, while prioritizing for business value
• Support the definition and creation of the product vision, roadmap, release plan and overall user experience
• Follow technology trends, industry best practices in the customer service and tech support space to ensure that Client is continuously optimizing our strategy
• Act as a conduit between users and our engineering team. You will work with users to understand their needs and desires, and you will have the technical skills to work with engineers to deliver those requirements
• Serve as owner of all core service level, customer sentiment and quality control metrics and will also investigate new and improved ways to measure operational performance
• Utilize analytical tools to report on and analyze our global servicing network to identify the performance of all support channels and identify improvement opportunities
• Use data and strategic perspective to identify trends & recommend solutions that will help improve the user experience
• Leads cross team collaboration in a dynamic product development environment to gather data requirements & understand emerging trends
• Work with experts in big data, analytics, operations, project management, and engineering
• Support the team in coordination of activities and request between various business and technology partners to ensure the core team remains on track to meet iteration deliverables
• Lead sprint retrospectives to ensure lessons learned are carried forward in subsequent development activities

Qualifications:

• Bachelor's Degree in business, computer science, software engineering or a related field
• 5+ years of experience in a product management, business analysis, strategic planning, or related field
• Strategic thinker with a strong passion for understanding and solving customers' needs
• Strong customer orientation and proven experience translating customer insights into action
• Proven experience in data analysis and analytical decision-making
• Candidate must be proficient working in Agile software development environment and fluent with Agile tools (Jira, other)
• Superior relationship management and communication skills
• Experience working with rapid and iterative development teams strongly preferred
• Must be a dynamic thought leader with the ability to drive the product through change, evolution, and growth
• Prior experience in end user computing, production support, or customer service is a plus
• A passion for technology, innovation, and driving a self-help culture
• Must have a forward looking "growth mindset" with a focus on emerging customer service industry trends and technologies
• Understanding of rapid and iterative development frameworks and familiarity with reporting/analytical applications such as MS Excel, Tableau, and/or PowerBI
• Basic knowledge or prior experience with scripting languages such as SQL or PowerShell a plus