Product Support Program Manager
The Judge Group Inc.

Job Info

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Location: Mountain View, CA
Description: Our client is currently seeking a Product Support Program Manager

About the product: Local Services Ads is an ads product within Client that helps match and connect consumers with professionals, like locksmiths, lawyers, plumbers, house cleaners and real estate agents. Consumers can search among the qualified, background-checked professionals on our platform, and find profile info, ratings and reviews for each.

- The Local Services team requires a product support program manager to manage technical support escalations from our sales and support outsourced teams. The role will also contribute to system administration for various operational tools, help with analytics and reports automation and ongoing infrastructure and development projects in support of the evolution of the Local Services platform. Your ability to balance a quick solution with long-term streamlined operational processes will build a solid foundation and earn the trust of our advertisers and internal teams.

This job will have the following responsibilities:

• Creating, tracking, prioritizing and escalating product bugs and process improvement findings to improve the advertiser and sales/support team experience and workflows
  
  
• Improving our scaled support operations by identifying gaps in external help center content, working on the platform configurations to improve journeys for advertisers/consumers to find and get the help they need, and drafting troubleshooting content
  
• Acting as an admin for various tooling platforms managing system setups for business rules, logging bugs and feature requests, administering permissions and roles management
  

Qualifications & Requirements:

• Mandatory:
  
  - This product is still early stage, and flexibility and comfort in an ambiguous environment is a must! Be prepared for day to day duties to shift as product grows and new challenges arise. Call center operations experience (2+ years) Proficient in Google sheets (pivots, vlookups, charts) Interest in helping to grow a product that serves to connect consumers with local service professionals (i.e. plumbers, locksmiths) Project management skills with the ability to implement and drive projects forward while working collaboratively with internal and external clients. Exceptional written and verbal communications skills as well as strong interpersonal skills.
  
• Desired:
  
  - Experience with CRM and Google internal tools
  
  - Cases, Connect Composer, Redwood, Speakeasy, Salesforce, etc Sales, onboarding and account management experience, particularly with ad products
  

Contact: skauveri@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

This job has expired.