Principal Product Manager, Support Experience Leader
7 days ago
GoodLeap, LLC is a pioneering technology company specializing in delivering cutting-edge financing and software solutions for sustainable products and services. Our mission is to make sustainable solutions more accessible, affordable, and easier to understand for homeowners and professionals alike.
With a strong focus on innovation, we have developed a proprietary, AI-powered platform that enables seamless communication, deeper business intelligence, and streamlined payment and operations for professionals deploying home efficiency and solar solutions. Our platform has facilitated over $27 billion in financing for sustainable solutions since 2018.
GoodLeap, LLC is also committed to social responsibility through our award-winning nonprofit, GivePower, which is dedicated to building and deploying life-saving water and clean electricity systems, positively impacting the lives of over 1.6 million people across Africa, Asia, and South America.
We are driven by a relentless pursuit of innovation and a passion for exploring the forefront of technology. Our entrepreneurial mindset enables us to push boundaries and develop revolutionary products that tackle the challenges of tomorrow.
Job SummaryWe are seeking an experienced Senior Product Manager, Customer Experience Innovation to join our team. This visionary leader will play a pivotal role in shaping the future of our Support operations, leveraging cutting-edge technology to enhance the customer experience, drive operational efficiency, and fuel revenue growth.
Key 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.
- Write comprehensive documentation, including requirements, recommendations, and technical analyses, to support decision-making and implementation processes.
- 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.
- 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 stakeholders across the organization.
- Proficient in conveying complex technical information to both 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 processes.
The salary for this role is $170,000 - $230,000 per year. In addition, this role may be eligible for a bonus and equity.
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