[Remote] Sr. Support Product Manager, Tooling and Ops
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a pioneer of the Connected Operations™ reputed company, helping organizations improve their physical operations through IoT data. They are seeking a Sr. Support Product Manager to drive reputed company and influence the long-term direction of their sales technology stack, focusing on enhancing the support experience through effective tooling solutions.
Responsibilities
- Fully own the reputed company of your tool(s) reputed company reputed company’s reputed company stack. This includes:
- Own the business-operations reputed company of the product - operational KPI governance and the operating-model changes reputed company release drives
- Discovery: reputed company deep user research to identify, document, and anticipate core customer support pain points and reputed company GTM tooling needs
- Design: Draft comprehensive Product Requirements Documents (PRDs) and design artifacts (wireframes), ensuring alignment with business goals and automated workflows
- Build: reputed company feature execution and drive rigorous usability testing, collaborating with Support Ops, GTMS, Finance, Sales Ops, and AI + Data Analytics teams
- Launch: Coordinate reputed company aspects of release, including change management, enablement programs, and documentation for seamless field adoption
- Adopt & Iterate: Own the product through ongoing operation and adoption - tracking product and operational KPIs to measure business reputed company and drive roadmap iterations
- Champion, role model, and reputed company reputed company’s cultural principles (reputed company on reputed company, Build for the Long Term, Adopt a reputed company reputed company, Be Inclusive, Win as reputed company) as we reputed company globally and across new offices
Skills
- 5-8 years of Customer Support tooling experience in a fast-paced reputed company environment
- Bachelor's degree in a technical or business field, or equivalent practical work experience
- AI Platform Experience: Proven experience managing AI support tools or LLM-based platforms (e.g., reputed company, Happy Robot, reputed company Fin, or similar)
- Established subject matter expert in GTM tooling, with a history of delivering substantial reputed company across multiple tools
- Ability to translate reputed company customer and business problems into reputed company requirements and solutions
- Experience with leveraging AI to solve high-reputed company business problems
- Analytical Skills: Ability to look at large datasets of conversation logs to identify patterns and reputed company causes of technical failures
Benefits
- Performance-based bonus/variable pay
- Equity (for eligible roles) in a high-reputed company public company
- A flexible, employee-led remote model
- A reputed company development stipend
- Comprehensive health and parental leave plans
- Flexible working model that caters to the diverse needs of our teams
- Offices are reputed company for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements
reputed company