Senior Product Manager - Fan Support

Responsibilities

• Lead large projects and complex product capabilities for the Fan Support agent toolset
• Advocate for Fan Support needs throughout the product planning and launch processes
• Manage the global rollout of TM1 Orders and training for Fan Support agents
• Own the roadmap for agent data access, addressing informational gaps with appropriate stakeholders
• Define and optimize product success metrics related to agent tooling and operational performance
• Drive product life cycle progress to meet operational objectives and desired outcomes
• Develop business cases, competitive analyses, and user documentation to support product success

Qualifications

• 5+ years of product management experience, ideally in B2B platforms for operational teams
• Experience delivering full technology stack products involving third-party integrations and APIs
• Proficient in agile product management techniques and ceremonies
• Strong communication and stakeholder management skills across remote teams and time zones
• Ability to collaborate with various stakeholders, including contact center operations and technology teams
• Experience in product research, agent user research, and data modeling
• Familiarity with contact center tools and analytics platforms to measure operational KPIs

Benefits

• Health: Medical, vision, dental, and mental health benefits with healthcare concierge and flexible accounts
• Yourself: Free concert tickets
• Own: Generous PTO including holidays and sick days
• Wealth: 401(k) program with company match and stock reimbursement
• Family: New parent programs and support for fertility, adoption, and surrogacy
• Career: Skill development programs, tuition reimbursement, and student loan repayment assistance
• Others: Volunteer time off and crowdfunding match support