Sr. Product Manager

Role Sr. Product Manager

Location Irving, TX (Onsite)

Duration 12 months

As Sr. Product Manager, you will be responsible for products that power the Help Center's support platform, which includes the customer support interface, ticket management, knowledge base, self-service tools, integrations with other support channels, and analytics. As a Senior Product Manager at the Help Center, you will collaborate with stakeholders and cross-functional teams to ensure all product activities and development processes are on track. You will identify, scope, and design product strategies and user experiences that facilitate company goals. You will also work with customer support, marketing, operations, UX, analytics, legal, compliance, and engineering to implement and deliver application features that enable and enhance customer support experience and streamline support operations.

Responsibilities:

• Develop a deep understanding and empathy for our users, including customers, support agents, and operators, and use this knowledge to identify and solve problems.

• Conduct and analyze feedback from stakeholders, market research, customer research, usability testing, and UAT to ensure we're designing the correct solutions.

• Work with senior management to create and execute on the product roadmap by working across multiple functions.

• Work closely with software engineers to ensure products and releases are launched correctly and on schedule.

• Make creative recommendations to expand the product base and vision, and suggest ways to track product use and impact on end users.

• Produce and review product requirements documents, wireframes, prototypes, and write specifications for new features and changes.

Qualifications:

• A Bachelor’s degree in a related field or comparable professional experience.

• At least 6 years of product management & UX experience.

• At least 2 years in leading product teams.

• Experience as a team lead working with other disciplines to identify, scope, and execute critical projects.

• Strong analytical ability and experience making data-based decisions that elevate teams, members, and products.

• Strong communication skills and emotional intelligence.

• A doer who builds trust within teams and creates excitement about the challenges we plan to tackle.

• Experience in developing customer support, CRM, or customer service platforms is preferred.