Principal Product Manager
4 weeks ago
Must be located in the San Francisco or San Mateo areas
Direct Hire - FTE
Principal Product Manager
Salary $170-230 DOQ
Position Summary
We seek an experienced Principal Product Manager with support Experience to join our team. You'll play a pivotal role in shaping the future of our support operations. We seek a visionary leader passionate about leveraging cutting-edge technology to enhance the customer experience, drive operational efficiency, and fuel revenue growth.
Essential Job Duties and Responsibilities
- Partner with leadership to define a customer-centric and data-driven vision for the support experience ecosystem.
- Drive the product vision for new support solutions, from identifying customer pain points and conducting usability testing to selecting the right tools and ensuring alignment with business goals.
- Craft and own the product roadmap for the support experience platform, ensuring features like omnichannel communication, IVR, and ACD contribute to improved agent productivity, efficient call routing, and increased customer satisfaction.
- Drive automation and process improvement initiatives, identifying opportunities to enhance cost savings, revenue growth, and customer satisfaction.
- To support decision-making and implementation processes, write comprehensive documentation, including requirements, recommendations, and technical analyses.
- Proactively identify and resolve support platform issues, ensuring efficient resolution times and a seamless support experience.
- Continuously monitor and analyze the impact of technology solutions, iterating and improving based on data-driven insights and feedback.
Required Skills, Knowledge, and Abilities
- 7+ years of experience in call center operations or a related technology field, demonstrating a deep understanding of industry best practices and emerging trends.
- Extensive knowledge of the modern call center technology stack.
- Proven ability to identify and implement automation initiatives that enhance operational efficiency, streamline processes, and optimize resource allocation.
- Strong analytical and problem-solving abilities, enabling the evaluation and selection of technology solutions tailored to specific organizational needs and requirements.
- Track record of developing and executing strategic technology roadmaps that drive measurable business improvements and deliver tangible outcomes.
- Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate effectively and influence diverse organizational stakeholders.
- Proficient in conveying complex technical information to technical and non-technical audiences, fostering understanding and alignment on key initiatives.
- Excellent documentation skills, with a talent for creating clear, concise, and well-organized reports and technical documents that facilitate decision-making and implementation.
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