Program Manager for Customer Success Platform (Consumer Products)

  • Santa Clara, CA, USA
  • Full-time
  • Department: Engineering

Job Description

We're seeking innovators - product managers who seek to design new products, designing state-of-the-art products that do not exist today. These PMs care greatly about the customer experience and bring new ideas to develop security disciplines to solve real-world problems. Collaboration is at the heart of our culture and we need engineers who can communicate at a high level and work well with multi-functional teams towards achieving a common goal.

As a key member of our Consumer Group, you will be responsible for designing and articulating our customer support function and experience. This will involve designing a platform that will serve both our customer support team members on the front lines and most importantly, our customers. You will work closely with the product teams to ensure our customer support platform provides needed capabilities tailored for our Consumer product and services.

Your Impact

• Define the Consumer customer support platform that will serve consumer, SMB and enterprise customers

• Deliver key innovations that will help customers get to resolution faster and with the least amount of friction

• Work with the Consumer product team to develop capabilities that will address top product questions, needs and issues in an as automated fashion as possible

• Be the expert on state-of-the-art tools and technologies in the support industry 

• Drive partnership and external technology evaluations, negotiations and onboarding of partners

• Support the bring-up of a new customer support function from a platform and technology perspective

• Work closely with the product team to ensure the customer support platform scales to predefined user experiences (e.g., mobile app)

• Develop, lead, and communicate product roadmap all internal key team members

• Drive engineering team and deliver high-quality products

Qualifications

• 3+ years of product management experience

• Experience working with customer support tools, platforms and technologies

• Experience NLP, machine learning and chatbots preferred

• Provide ability to set a vision, define product strategy, and drive alignment across multiple teams

• Excellent written and verbal communications skills

• Strong desire to take ownership of the full product lifecycle

• Strong teammate who is able to lead and support to cross-functional teams

• Proven analytical and problem-solving skills

• Experience with firewalls, networking, and/or security products is a plus but not required

• BS in a technical field (e.g. EE. CS); MBA desirable

Additional Information

All your information will be kept confidential according to EEO guidelines.
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