Senior Product Manager

3 weeks ago

Bellevue, United States Glocomms Full time

Job Title: Senior Product Manager Customer Service Platform (Marketplace)

Position Overview: The Customer Service Platform (CSP) is a dedicated team focused on integrating the technological resources of the company's internal customer service system. As the Senior Product Manager for the Customer Service Platform within our marketplace division, you'll provide efficient self-service solutions to users and equip agents with user-friendly tools, thereby enhancing the overall customer service experience. Leveraging your expertise in product management and customer service solutions, you'll lead the strategy, development, and execution of innovative tools and features to optimize customer support processes across our marketplace ecosystem.

Responsibilities:

  • Define and drive the product roadmap for the Customer Service Platform, aligning with the marketplace's strategic objectives and user needs.
  • Collaborate closely with cross-functional teams, including engineering, design, operations, and customer support, to prioritize initiatives and ensure successful implementation.
  • Conduct market research, and competitive analysis, and gather user feedback to inform product decisions and identify opportunities for improvement.
  • Develop a deep understanding of customer service workflows and pain points within the marketplace, proposing and implementing innovative solutions to enhance efficiency and effectiveness.
  • Champion a customer-centric approach, advocating for the voice of the user throughout the product development lifecycle.
  • Monitor key performance metrics, analyze data insights, and iterate on features to drive continuous improvement and optimize customer satisfaction.
  • Act as a subject matter expert, providing guidance and mentorship to junior product team members, fostering a culture of excellence and collaboration.

Qualifications:

  • Bachelor's degree in Computer Science, Engineering, Business, or related field; MBA or advanced degree preferred.
  • Knowledge of marketplace dynamics and familiarity with e-commerce platforms.
  • Proven track record of 5+ years in product management roles, with a focus on customer service platforms, preferably within the technology or social media industry.
  • Demonstrated experience leading end-to-end product development cycles, from ideation to launch and iteration.
  • Strong analytical skills and data-driven decision-making ability, with proficiency in interpreting metrics and user feedback to drive product improvements.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels.
  • Strategic thinker with a passion for innovation and a relentless commitment to delivering exceptional user experiences.
  • Experience working in agile development environments and familiarity with product management tools such as JIRA, Confluence, or similar platforms.

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