Product Manager, Support Experience

• Schedule: Full time
• Department: Ascension Studio
• Location: Fully remote with potential for quarterly travel

Job descriptions aren't perfect and not all applicants will have skills that match this job description exactly. The attributes listed below represent our current thinking for the role but you might be a great candidate even if you don't fit everything we've described. We value diverse experiences and you may have important skills we haven't thought of. If this sounds like you, we encourage you to apply. If this role isn't quite right for you, please look at our other openings by searching #AscensionStudio at jobs.ascension.org.

As Product Manager, Support Experience, you understand consumer support needs and behaviors and advocate for a frictionless consumer experience. You have a deep understanding of support experience strategies, products and processes utilized in the market. You collaborate with product teams to define the support experience strategy and roadmap. You influence your teammates, as well as stakeholders and key executives, through leadership skills, data, storytelling, and logic.

Responsibilities

• Ensures that the support experience features embedded in Ascensino’s digital products are consistent, predictable, testable, robust, and well-documented.
• Partners with the Studio leaders, product managers, Ascension colleagues and business stakeholders to develop a deep understanding of the challenges their consumers face and develop strategies to address.
• Works with the design and development teams to create a unified support experience features library that can be utilized by all digital products in the Studio.
• Collaborates with Ascension’s support center leads to ensure that product support processes are well established, executed and maintained.
• Works closely with product managers to include support experience features in their strategy and roadmap; defines requirements and acceptance criteria and participates in Agile team ceremonies.
• Creates a cohesive, omnichannel consumer support experience vision, strategy and roadmap.
• Owns the consumer support experience vision and strategy for the Studio’s digital products.
• Collects, analyzes and publishes the necessary metrics related to customer support and support experience to enable a data-driven product strategy.

• 3 years of leadership or management experience preferred.
• High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.

Desired Knowledge, Experience and Traits

• Ability to have a short term, in depth focus and long term, strategic vision for a product.
• Strong communication skills, including the ability to speak clearly to a group of people and influence through storytelling.
• Knowledgeable about technology trends and customer support experience trends.
• Passionate about customer support experience.
• Successful history of developing and delivering support experience technology products to the market.
• Experience using JIRA and ServiceNow.
• 2+ years of experience in product management.
• Solid understanding of Agile ways of working and experience with Agile product delivery; Scaled Agile (SAFe) experience a plus.
• Strong quantitative analysis skills and a data-driven approach to problem-solving.
• Proven ability to engage with engineers, designers, and company leaders in a constructive and collaborative relationship; Experience working with cross-functional teams.