Digital Product Manager - Digital Support Tools

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic®, Sealy® and Stearns & Foster®. We hire people who have a passion for helping others find their best night's sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:

• Generous Paid Time Off
• Competitive Medical, Dental & other wellness programs
• Disability and Life Company Paid
• Retirement Plan Options
• Generous Employee Purchase Discounts

Pay Range: $50,000-$71,000

What You'll Do (Essential Duties and Responsibilities):

• Support the administration and maintenance of digital support tools, focusing on ensuring seamless operations within low/no-code engagement platforms like Zendesk.
• Assist in the creation and management of workflows, triggers, and demand-driven automations to improve customer experience and streamline operational efficiency.
• Collaborate with cross-functional teams to gather feedback, identify improvement opportunities, and implement enhancements in tools and processes.
• Analyze current system workflows and processes, identifying areas for creative improvement and proposing new approaches to address challenges.
• Monitor system health and performance, performing regular checks to ensure optimal system functionality and minimal downtime.
• Participate in the testing of new features, configurations, and system updates to ensure stability and functionality, contributing to a smooth user experience.
• Serve as a platform admin and the primary point of contact for user experience troubleshooting, resolving basic technical issues, escalating more complex issues to senior team members or platform support staff.
• Assist in the preparation of documentation and training materials, supporting internal users in understanding system processes and best practices.
• Track system usage and assist in ensuring proper access controls and up-to-date configurations to reduce risks and maintain compliance.
• Contribute to the improvement of internal team workflows by suggesting enhancements based on system data, user feedback, and observed inefficiencies.
• Build and maintain usage and performance reports, ensuring accurate and actionable insights for stakeholders. Assist managers and supervisors in developing custom reports to track key metrics and drive data-informed decision-making.
• Foster a collaborative environment by working closely with senior administrators and other team members to maintain high standards of service delivery.
• Perform other duties as assigned.

What You'll Need (Qualifications):

• Bachelor's degree from a four-year college (Business, Information Systems, or a related field).
• 1-2 years of experience in customer support platforms like Zendesk, Salesforce, or similar systems.
• Basic understanding of system administration, user management, and ticketing systems.
• Willingness to learn new tools and technologies, including process automation and system optimization.
• Strong communication skills, attention to detail, and the ability to follow guidelines and processes.
• Ability to work independently and collaboratively within a team environment.
• Familiarity with project management tools (e.g., Asana, Trello) and basic data analysis skills (e.g., Excel) are a plus.
• A proactive attitude towards problem-solving and continuous improvement.

Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.