Product Support Manager, gUP Platforms and Devices Social and Community

About the role

This opportunity will remain online based on business needs which may be before or after the specified date.

Responsibilities

• Implement social and community expansion strategies across your product portfolio, completely aligning with specific product areas (PA) priorities and managing execution requirements for all channel launches.
• Partner closely with internal PR, Legal, Product, and Engineering teams to actively advocate users and drive cohesive public facing problem resolutions.
• Monitor key social channels to track real time engagement trends, serving as an expert who translates user feedback into actionable insights for corporate reports.
• Act as the premier line of defense for high consequence social alerts, thoroughly investigating critical escalations within established service level agreements (SLAs) to mitigate brand security risks.
• Architect end-to-end external communications including deep blogs in the established brand voice, while continuously identifying opportunities to improve protocols and user experiences.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in project management or a customer-facing role.

Preferred qualifications

• 5 years of experience in consumer software/support operations with excellent program management skills, leading high-impact, cross-functional projects.
• Experience with social listening and engagement platforms (e.g., Sprinklr).
• Experience in managing external communications across public platforms and social media.
• Ability to take initiatives to thrive in changing environments, managing competing, time-sensitive projects with high attention to detail.
• Excellent communication and negotiation skills to influence and collaborate across all management levels.
• Excellent analytical thinker who transforms qualitative community feedback into quantitative data and actionable insights and action-oriented with a "close the loop" mindset to resolve problems fully and efficiently.

Qualifications

• Minimum qualifications: Bachelor’s degree or equivalent practical experience.
• Minimum experience: 5 years of experience in project management or a customer-facing role.

Skills

• Project management skills.
• Program management skills.
• Customer-facing role experience.
• Consumer software/support operations experience.
• Program management skills.
• Leading high-impact, cross-functional projects.
• Experience with social listening and engagement platforms (e.g., Sprinklr).
• Managing external communications across public platforms and social media.
• Initiative to thrive in changing environments.
• Attention to detail.
• Communication and negotiation skills.
• Analytical thinking.
• Transform qualitative community feedback into quantitative data and actionable insights.
• Action-oriented with a "close the loop" mindset.

Benefits

Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $114000 - $164000 (USD) + 15% bonus target + equity + benefits

Pay

US: $114000 - $164000 (USD) + 15% bonus target + equity + benefits

Schedule

N/A