The Associate Product Manager, Service and Support, will guide NPR Digital Media in a building scalable, reliable, secure and performant platform to connect internal and external service, support and escalation processes.
The Associate Product Manager, Service and Support, will research and understand the needs of diverse Digital Media clients as they endeavor to provide excellent customer service issue resolution. The Associate Product Manager will be a critical member of the team as we redefine and replatform our internal support practice to best sustain the needs of the public media network.
- Reports directly to the Director Product Management - Platform to establish priorities for service and support platform.
- Prioritize feature enhancements that deliver business value, with a focus on integrating service and support applications across the platform.
- Establish strong working partnerships with colleagues in Member Partnership, IT and Audience Relations to define workflows, requirements and standards for service and support across the digital media stack.
- Configure Salesforce Service Desk tool to support the needs of diverse teams.
- Develop KPIs and process to evaluate service platform performance and adoption.
- Streamline cross-team workflows and processes, both inside and outside Digital Media. Facilitate inter-divisional and NPR-station collaboration on technical products.
- Contribute to a culture of collaboration and inclusion across all disciplines.
- Systems thinking: Identify patterns and understand human processes to figure out how our technical systems can best support our daily work.
- Data-Driven Decision Making: Evaluate evidence from a variety of forms of data - qualitative interviews, user observations, surveys and system analytics - to make prioritization decisions.
- Excellent communication skills: Demonstrated experience as a contributing team member who listens to and respects the expertise of others ideas while confidently offering their own perspective. Solid written, oral and presentation skills.
- Technical aptitude: Facility with learning new software and technical systems. Demonstrated curiosity around technology and learning new skills in this space.
Qualifications:
- 2+ years experience in a role that involves training users for or configuring a complex software product
- Strong customer service and relationship management skills.
Bonus Points
- Experience with Salesforce.
- Experience in customer service or support ticketing software.
- Understanding of the public radio ecosystem.
NPR offers a competitive compensation and comprehensive benefits package including health and wellness benefits, retirement, and work/life balance programs, as well as opportunities for career growth and development.