Job Description

MW Partners is currently seeking a Product Manager - Customer Support to work for our client who is a global leader in multimedia and creativity software products. 

The Product Manager Customer Support  ensures that our customer care agents have the information and tools they need to deliver exceptional customer experiences. We are looking for a product leader who can envision and develop a next-generation agent experience that will transform how we support our customers.

In this role, you will execute on a roadmap to evolve the experiences that customers and agents have during support interactions. You will need to put yourself into the role of the agent as they help customers realize thier creative goals. You will collaborate with our frontline support teams, other product managers, program managers, IT partners, and other operations specialists who all work together to support thousands of agents globally who in turn provide support to millions of customers.

RESPONSIBILITIES AND DUTIES: 

• Execute on the product vision and strategy for our online customer support experiences and agent tools
• Become deeply involved with agents and agent managers to understand the day-to-day support experience and to transform it to the next level
• Define new agent and customer experiences based on feedback, insights, and experimentation
• Understand product requirements from our partners across the business (e.g., executives, customer support agents, service delivery managers, other product teams) and translate them into executable stories for development
• Work closely with customer care, self-service, community, and social teams to establish a seamless experience for our customers across all channels
• Strong analytical skills and a drive to lead experimentation efforts including product pilots and A/B tests to test out new innovative experiences and ability to use data to drive decision making in product development
• Partner with Information Technology (IT) teams to coordinate development, implementation, and maintenance of customer experience and CRM platform
• Advocate for both the support agents’ and end customers’ experiences, enabled by CRM capabilities. Anticipate agents’ and customers’ needs

REQUIREMENTS: 

• Bachelor’s degree in CS or related technical field, or meaningful, relevant work experience
• Demonstrated experience in product management, working closely with designers and engineers
• Proven experience running the end-to-end product lifecycle for consumer or enterprise offerings
• Experience launching large-scale internal projects that drove organizational change
• The desire to work as part of a collaborative team and the ability to work together optimally with emotional intelligence and insight
• The courage to bring new insights and diverse perspectives to add outstanding value to our projects
• Strong experience in customer service/contact center environment/CCaaS industry
• Proven record of launching successful products to enterprise customers
• Insight and background with products or related experience in the design, marketing or document space

For a confidential discussion or to find out more, contact Jubin Varghese on 323-205-1088 or apply now.

Company Description

MW Partners is a rapidly growing Women and Minority owned company that provides Professional and IT Staffing Services on a contract, contract to hire and direct hire basis.