We are looking for a Product Support Manager to join our team
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project management, analytical role, or similar.
Preferred qualifications:
- Ability to communicate plans with attention to detail.
- Ability to establish trusted relationships across organizational boundaries and influence without having direct authority.
- Ability to think strategically while balancing a broad range of internal and external factors when identifying problems, proposing solutions, and making decisions.
- Excellent problem-solving, stakeholder management, critical thinking, and analytical skills, with experience in applying project management techniques.
- Excellent verbal and written communication skills, with the ability to communicate with multiple and diverse stakeholders across businesses, leadership, and teams.
- Excellent organization and adaptability skills, with the ability to navigate ambiguity and change.
Responsibilities
- Build relationships with stakeholders across product management, engineering, UX researcher, program manager, cloud support, marketing.
- Understand the Editors product strategy and align the team’s ideas and strategy to best support the product area needs.
- Advocate for all end users (e.g., consumers, enterprise) with product area stakeholders by synthesizing data across all support channels, conducting user research, extracting key insights to influence early stage product development.
- Lead support operations, in particular, driving down feedback report volume by focusing on top user issues (TUIs).
- Collaborate with team members (e.g., Product Support Managers on gUP Cloud team) to deliver support operations for users, cultivating a positive team culture with psychological safety.
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