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Product Support Manager

2 months ago

Chicago Illinois, United States Braven Full time
About the Role

Braven is seeking a highly skilled Product Support Manager to join our team. As a key member of our Product Team, you will be responsible for owning the administrative and support functions for third-party platforms at Braven.

You will serve as a Subject Matter Expert for our third-party platforms and work closely with project managers to incorporate new functionality and feature requests into a roadmap that ensures our systems are scalable.

Key Responsibilities:

  • Platform Administration
    • Serve as a central point of contact on the Product Support team for Braven's core technology products.
    • Coordinate with key internal stakeholders to provide relevant updates that impact their day-to-day operations.
    • Design and implement trainings on core products for staff that interact with products in their roles.
  • Project Management
    • Collaborate across key stakeholders to determine the scope and capacity needed for new product launches and ongoing support.
    • Evaluate product support infrastructure and identify areas of risk and standard operating procedures for customers and staff.
    • Audit current processes and make recommendations for improvement, both in training and delivery of support.
  • Communications
    • Help create a communication plan for the rollout of new features or bug fixes across key stakeholders.
    • Communicate key themes that emerge through support requests to identify potential areas for development updates.

Requirements:

  • At least 3 years of Customer Experience or Product Management experience in a technical support role.
  • Proficiency in a ticketing system software, such as Jira Service Management, ZenDesk, or others.
  • Experience with Salesforce, Google Suite, Zoom, and Slack.
  • Knowledge of modern software development practices and concepts such as Agile, Waterfall, Scrum, DevOps, Lean, etc.

Preferred Qualifications:

  • Bachelor's degree.
  • At least 5 years of work experience.
  • Strong communicator and facilitator, able to present ideas and content in a concise, clear, engaging way and able to adapt your approach to meet the needs of a variety of stakeholders.
  • Experience with data visualization tools (ideally Tableau), student experience platforms (ideally Pathify), Learning Management Systems (ideally Canvas), and project management platforms (ideally Jira Work Management).
  • Strong initiative and ability to work independently with limited direction.
  • Commitment to continuous learning and improvement and comfortability seeking out, receiving, and implementing constructive feedback without taking it personally.
  • Excellent ability to collaborate effectively and cross-functionally with teammates and problem solve at the systems level.

Passion for our mission and those whom we serve as evidenced by an unwavering customer service orientation and drive to set others up to do their best work.

Comfortability with ambiguity and working in the gray, while being excited about and able to convert that gray into black and white.

Willingness to roll up your sleeves to get the work done that will propel Braven through this growth phase.

Demonstrated commitment to equity and inclusion.

Exemplification of Braven's core values.

Experience that has informed your belief in Braven's mission and has prepared you to work with, or for, Braven's student Fellow population.