Product Manager-Help Center-Consumer App Experience

JOB DESCRIPTION: Digital Product Manager-Mid

Product Manager, Help Center Consumer App Experience

In this role, the Product Manager (PdM) will be responsible for the consumer facing Help Center experience. This PdM will optimize the customer experience to promote self-service and agent chat/chatbot channels where possible, and turn would-be brand detractors into promoters.

This is a highly collaborative role, where you will work with stakeholders and cross-functional teams to ensure all product activities and development processes are on track. You will identify, scope, and design product strategies and user experiences that facilitate company goals. You will also work with customer support, marketing, operations, UX, analytics, legal, compliance, and engineering to implement and deliver application features that enable and enhance customer support experience and streamline support operations.

Responsibilities:

• Develop a deep understanding and empathy for our users, including customers, support agents, and operators, and use this knowledge to identify and solve problems.
• Conduct and analyze feedback from stakeholders, market research, customer research, usability testing, and UAT to ensure we're designing the correct solutions.
• Work with senior management to create and execute on the product roadmap by working across multiple functions.
• Define project scope and schedule, organize and lead project status and working meetings, provide status reporting and manage risks and issues.
• Work closely with software engineers to ensure products and releases are launched correctly and on schedule.
• Make creative recommendations to expand the product base and vision, and suggest ways to track product use and impact on end users.
• Produce and review product requirements documents, wireframes, prototypes, and write specifications for new features and changes.
• Actively engages in product and business discussions, definition of overall roadmaps and architectural product strategy.
• Hold team accountable for commitments, remove roadblocks, and champion ongoing process improvements for Agile teams.

Qualifications:

• A Bachelor s degree in a related field or comparable professional experience.
• At least 6 years of product management & UX experience.
• At least 2 years in leading product teams.
• Experience as a team lead working with other disciplines to identify, scope, and execute critical projects.
• Strong analytical ability and experience making data-based decisions that elevate teams, members, and products.
• Strong communication skills and emotional intelligence.
• A doer who builds trust within teams and creates excitement about the challenges we plan to tackle.

Experience in developing customer support, CRM, or customer service platforms is preferred.