Product Manager, End Customer Experience

2 weeks ago

Schaumburg, United States Motorola Solutions Full time

**Company Overview**:
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

**Department Overview**: The Customer & Digital Experience team is instrumental in shaping and delivering world-class experiences to progress our vision of being the easiest company to do business with in our industry. We are looking for an experienced product manager to lead our efforts to streamline and improve our end customer journey. This person will report to the Director of Customer Experience, and work with a team of UX Designers, Digital Experience leads and IT Delivery teams.
**To be successful in this position, you must develop a strong understanding of our end customer business, constantly monitor their journey and work relentlessly across the organization to champion and improve customer experience from onboarding to support and beyond. Internally, you help the company understand how digital drives customer success, self service capabilities, ROI, and our bottom line. Externally, you produce meaningful solutions that make it easy to do business with us.

**Responsibilities include**:

- Be the expert on our end customer experience, from onboarding to support, engagement and advocacy.
- Contribute to the vision for our Self-service platforms based on an understanding of business, user needs, and our platform architecture.
- Act as a product manager manager of our end customer experience: develop, maintain, communicate and evolve our customer experience roadmap
- Demonstrate and help instill platform thinking always looking to leverage out - of - box solutions, scalability, and user-focused development practices across our development teams
- Formulate product requirements and specifications that are aligned with business goals, audiences, and technologies.
- Collaborate with designers, developers, data analysts, and other stakeholders to ensure that products are delivered on time, on budget, and with the highest quality
- Work closely with Marketing, Product Management, Customer Success, Technical Support and Renewals Operations to align digital solutions to go-to-market efforts and drive adoption of our tools
- Work with the digital & IT teams to maintain our digital ecosystem that enables business operations

**Who you Are**:

- You have several years of experience working in the digital space, developing products and tools to help businesses scale through modern customer self-service platforms.
- 5-8 years of experience in Digital Product Management or similar roles
- Experience with Salesforce Experience Cloud & Service Cloud is preferred.
- You know how to inspire, motivate and support teams to get things done
- Data Driven mindset, with an ability to leverage data to inform decision making

**Key performance metrics**:

- CSAT & NPS on end customer experience
- Adoption of our self-help tools
- Ratio of support requests successfully addressed through self-service platforms
- # of insights delivered to inform other departments roadmap

LI-TW1

LI-REMOTE

**Basic Requirements**:

- 5 years of experience in Digital Product Management or similar roles
- Bachelor degree required
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

**Travel Requirements**: Under 10%
***Relocation Provided**: None
***Position Type**: Experienced
***Referral Payment Plan**: No

**Our **U.S. Benefits include**:

- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more

**_
EEO Statement_**

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why

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