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Product Analyst

2 months ago

Raleigh, United States Bandwidth Full time
Job DescriptionJob Description

Who We Are:

Bandwidth (NASDAQ: BAND) is a global communications software company that helps enterprises connect people around the world with cloud-ready voice, messaging and emergency services. Backed by a network reaching 60+ countries covering 90 percent of global GDP, companies like Cisco, Google, Microsoft, RingCentral, Uber and Zoom use Bandwidth's APIs to easily embed communications into software and applications. Bandwidth has more than 20 years in the technology space and was the first Communications Platform-as-a-Service (CPaaS) provider to offer a robust selection of APIs built around our own global network. Our award-winning support teams help businesses around the world solve complex communications challenges every day.

At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

What We Are Looking For:

Bandwidth is seeking a passionate and hardworking individual to join the high-growth, high-performing Messaging Product Operations team to help scale and maximize our business potential. The Product Analyst will work with internal stakeholders and Product Managers as well as create self-service documentation and processes for customers and internal teams. A successful Product Specialist involves a career path with promotional opportunities into Product Management.

What You'll Do:

As a Product Analyst at Bandwidth, you work collaboratively with Bandwidth's Messaging product team to successfully implement changes to the existing Messaging products. You will work to improve the success of existing products by implementing processes that improve the end-to-end customer journey from discovery through post-sale support. You will work with cross-functional teams designed to improve Bandwidth's operational efficiency and readiness. You will work closely with cross-functional partners including product managers, user experience, product owners, program/project managers, marketing, sales operations, legal, customer operations, engineering, and technical support to produce processes and written materials to support operational readiness. You will need to be passionate about creating self-service experiences and working with multiple internal partners who are responsible for customer and product success.

  • Operationalize Messaging Products - Utilize product knowledge to serve as the Messaging product team's subject matter expert on the end-to-end customer journey and the internal processes required to launch new features to ensure customer adoption and success.
  • Ensure Operational Team Readiness - Build operational flows and internal processes for new product launches. Ensure the right information and processes exist required to support new Messaging products, including up-to-date documentation, playbooks, guidelines, resolution paths, FAQs, and best practices for end-to-end, go-to-market activities from sales through post-launch support. Create and manage customer-facing FAQs, product descriptions, How-To guides, articles. Assist with product support documentation and project milestones for product launches.
  • Build Strong Feedback Loops - Uplevel the understanding of how Messaging products are being marketed, sold, and supported in the real world. Maintain regular communications with core groups throughout Bandwidth to ensure visibility across the organization of operational readiness and best practices. Gather insights and advocate for customer feature enhancements and/or new operational features that will drive efficiency throughout the customer lifecycle. Dig into individual customer issues/CX cases to understand process gaps. Ensure that the loop is closed when Product takes action implementing changes that affect customer facing teams.
  • Build a Cross-functional Community - Identify and actively build connections with relevant subject matter experts across the company to surface insights, to get them excited about what your team is building, and to pave the way for smooth future rollouts. Work with operations teams to collect, prioritize and communicate product-related challenges to be considered by product and engineering in future development.

What You Need:

  • Bachelor's degree
  • 3-5 years of product management or operations experience
  • Minimum 5 years of work experience
  • Proficiency in Excel
  • Ability to create meaningful presentations to senior leadership
  • Ability to make presentations to senior leadership
  • Ability to build productive relationships with providers
  • Proficiency with creating documents, using spreadsheets, and building presentations
  • Ability to thrive and maintain accuracy in a fast-paced environment
  • Analytical, problem solving, communication (written, verbal, and listening) and organizational skill
  • Experience in Software and technology industry

Bonus Points:

  • Familiarity with APIs or technical knowledge related to APIs a plus
  • Experience with Bandwidth's Messaging products or Operational practices a plus

The Whole Person Promise:

At Bandwidth, we're pretty proud of our corporate culture, which is rooted in our "Whole Person Promise." We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

  • 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
  • All new hires receive four weeks of PTO.
  • PTO Embargo. When you take time off (of any kind) you're embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
  • Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
  • "Mahalo moments" program grants additional time off for life's most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
  • 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Are you excited about the position and its responsibilities, but not sure if you're 100% qualified? Do you feel you can work to help us crush the mission? If you answered 'yes' to both of these questions, we encourage you to apply You won't want to miss the opportunity to be a part of the BAND.

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