Technical Product Manager
Company: Simplisafe
Location: Salem
Posted on: May 12, 2022
|
|
Job Description:
SimpliSafe is a leading innovator in the home security industry
with one mission: To Make Every Home Secure. Founded in 2006,
SimpliSafe is based in the heart of Boston, Massachusetts.
SimpliSafe is ushering in a new era, one where anyone anywhere can
have a security system that is not only simple but also on the
cutting edge. SimpliSafe protects over 3 million Americans and
we---re growing at a rapid pace. This position will assist with
driving the strategy to optimally service customers through
existing digital channels as well as new experiences. The right
candidate will have solid operational business acumen and an
innovative spirit in the pursuit of providing the best Digital
Customer Support experience possible through enhancing our digital
platform and operational experience. This team member will be
responsible for management of the Digital Care CX product for the
help center and community (customer forum). This requires a strong
understanding of enabling interactive and video content and
customer help flows. They will be focused on creating a cohesive
customer experience and comprehensive integrated strategy across
all self-service channels. What You---ll Do: Evaluate end-to-end
customer journeys to proactively identify and deploy opportunities
to improve the customer service experience within our digital
self-service channels. Develop and maintain vision and roadmap
pipeline for Simplisafe---s Help Center and Community (Customer
Forums) Run a product pipeline process to use data and insights to
influence prioritization of capabilities and optimization. Support
an RFP process for a full content and site redesign which includes
re-imaging existing content in an interactive, dynamic way.
Research and document detailed requirements that capture the
business needs Understand emerging trends across the digital
landscape and provide thought leadership to innovate the way we
service our customers. Collaborate with key internal and external
business partners including marketing, technology services,
operations and e-commerce. Track, measure and analyze performance
of programs to optimize customer and business value. What You---ll
Bring: BA/BS required. 4-6 years of experience working with digital
customer contacts and/or customer service operations. Analytical
and capable of making data-driven decisions. Self-starter with
outstanding organizational skills and ability to track multiple
project deliverables with minimal direction. Ability to influence
and build strong relationships across multiple levels of the
organization. Confidence presenting and tailoring messaging to a
variety of audiences, including senior leadership. Strong written
and verbal communication skills Experience with a Saas Customer
Engagement Platform is a plus Google Analytics is a plus What
Values You---ll Share: Customer Obsessed - Building deep empathy
for customers and developing strong, long-term relationships with
them. Aim High - Always challenging oneself and others to raise the
bar. No Ego - ---no job too small--- attitude, and open, inclusive
and humble style. One Team - highly collaborative approach to
achieving success. Lift As We Climb - A track record of investing
in developing others and helping others succeed. Lean & Nimble -
working with agility and efficiency to experiment in an
often-ambiguous environment.
Keywords: Simplisafe, Salem , Technical Product Manager, IT / Software / Systems , Salem, Massachusetts
Click
here to apply!
|