Product Manager, Product Support Job Description

Product Manager, Product Support Job Description

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Product manager, product support provides on-going competitive market analysis of cloud infrastructure-as-a-service, cloud management software, compliance and risk management software, and storage-as-a-service industry trends, pricing practices, and competitive offers including feature comparisons.

Product Manager, Product Support Duties & Responsibilities

To write an effective product manager, product support job description, begin by listing detailed duties, responsibilities and expectations. We have included product manager, product support job description templates that you can modify and use.

Sample responsibilities for this position include:

Responsible for strategic partnership between the Solution Owner, Service Owner, and Client Operations
Participate in the development and implementation of new card product sales and marketing strategies and initiatives, relating to card campaign, products, policies and systems that impact the Contact Centres
Create project plans to support new credit card product sales campaigns
Ensure project deliverables and work packages are on time and issues escalated when appropriate
Work on several high priority projects and meet their deliverables simultaneously
Manage campaign effectiveness by analyzing sales reports, collecting feedback from frontline FSRs and managers, and by partnering with Product and Marketing contacts to complete post implementation analysis including recommendations on improving campaign effectiveness
Work closely with Knowledge Management & Collaboration, (KMC) team to ensure that all campaign details and news messages are posted on AST and OST, on time and with the required information for the front line to support the campaign calls
Address frontline feedback/escalations on current campaigns and forward to the appropriate departments
Assign TB phone numbers to appropriate marketing material
Represent Frontline Effectiveness on various initiatives arranged by Card Products Division and Marketing teams

Product Manager, Product Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Product Manager, Product Support

List any licenses or certifications required by the position: PMP, POS, PMI, ITIL, DML/CPL, KCS, CISSP, DFSS, II, PRINCE

Education for Product Manager, Product Support

Typically a job would require a certain level of education.

Employers hiring for the product manager, product support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Engineering, Technical, Business, Computer Science, Education, Marketing, Management, Finance, Information Systems, Business/Administration

Skills for Product Manager, Product Support

Desired skills for product manager, product support include:

Independent Financial Advisors and their clients
SEI’s Technology Infrastructure
Job area typically obtained through advanced education combined with experience
Project management
Microsoft Office Suite
Database software
Related development tools
Relevant authoring utilities and software
Procedures and practices within assigned functional area
Basic IT technologies

Desired experience for product manager, product support includes:

Coordinate escalation process for different initiatives and develop unique solutions when standard processes don’t fit
Provide support for all technical /systems upgrades or enhancements, as assigned, that impact sales and card products, ensuring that card contact centre processes are effective while delivering a positive client experience
Develop and write end user documentation to support issue resolutions, initiatives, and process/procedure/policy changes
Capable of working both independently and collaboratively as a team member
Make recommendations about whether to build, buy, or partner for key capabilities required to deliver Customer Support products to production
BA/BS in Engineering, Computer Sciences, or Business Administration

Product Manager, Product Support Examples

1

Product Manager, Product Support Job Description

Job Description Example
Our growing company is hiring for a product manager, product support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for product manager, product support
  • Works with diverse partners to build consensus
  • Ensure that documentation for releases is accurate and timely
  • Understands and stays abreast of technology trends, requirements, and regulations in the Higher Education markets
  • Manage other initiatives as assigned by management
  • Participates in the strategic planning for enhancements to product content, UI design, and features
  • Our strong commitment to support our customers and improve the Customer experience working with our products is one of the biggest challenges of our business every year
  • Setup and improve the processes to capture customer issues, providing a customer impact assessment for each problem and enabling a fast understanding of product failures
  • Lead deployment of product updates and related implementation plans with the objective to mitigate customer and warranty impact of product issues and improve customer experience
  • Drive product quality and warranty analysis for the platform to drive down warranty costs
  • Ensure operational targets and service level agreements are met, and that customer satisfaction goals are attained
Qualifications for product manager, product support
  • Experience with vendor management and support of 3rd party business applications
  • Must be able to work in a dynamic, fast paced environment with little supervision
  • Must communicate openly and effectively with peers in the group
  • Familiarity with software design, implementation, release and support is required
  • Ability to work cooperatively as part of a cross functional team to meet deadlines/SLA’s to work independently to investigate, report, and assist in resolving technical issues
  • Previous experience in the education or publishing industry working with editorial preferred
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Product Manager, Product Support Job Description

Job Description Example
Our company is growing rapidly and is looking for a product manager, product support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for product manager, product support
  • Provide relevant external / internal training (application, technical, soft skills )
  • Maintain contact and interact with IT operations teams and managers, key application development groups and communities to enable a DevOps culture
  • Manage large scale deployment schedules of components that require delivery in multiple locations, technology platforms, or across multiple support organizations
  • Problem management of all major and minor issues that impact the operational models supported by GSM tools and solutions
  • Participate / assist with annual planning of deliverables for GSM
  • Establish, publish and monitor measurable team & group goals
  • Establish and refine a process for Handover to Production/Support team
  • Develop and execute project and process plans
  • Implement policies, procedures and set operational goals
  • Responsibility to ensure that the product support activities are being undertaken in accordance with the SBU/site contractual commitments
Qualifications for product manager, product support
  • Analytical and consulting skills sufficient to provide input, guidance, and/or recommendations to business partners
  • Previous experience with team supervision or people management
  • Solid experience with test tools (Clear2Pay, UL/Collis, ICC Solutions)
  • Strategic thinking and prioritize for product features and launches
  • Ability to identify key metrics to quantify product performance and usage
  • Thorough understanding of UI design practices and paradigms
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Product Manager, Product Support Job Description

Job Description Example
Our company is looking to fill the role of product manager, product support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for product manager, product support
  • It is highly likely the role will also be expected to extend support and assistance to the wider CSS Product Support team
  • Carrying out special duties as assigned
  • Given the discrete nature of sites, support agencies and customers, this role will require a commitment to potentially high levels of business travel away from the home site
  • Customer Relationship Management -Responds to customer questions and information requests
  • Customer problem resolution -Provides technical services to the customer, and solves problems of fundamental scope and complexity
  • Customer training & field Service coordination
  • Customer documentation-In customer support operations, reviews, validates, and verifies, Component Maintenance Manuals (CMMs), Overhaul Manuals (OHMs), Service Bulletins (SBs), Repair Station Instructions (RSIs), Engineering Directives (EDs) and Engineering Change Notices (ECNs) to provide approved data for customers and repair stations as required to repair and overhaul products
  • Product reliability and analysis -Investigates, analyzes, and interprets reports of unsatisfactory performance, that may include damage or in-service failures, on products or component parts and recommends necessary corrective action
  • Provide leadership and management to technical support staff through selection, performance management, developing, mentoring, coaching
  • Manages and coordinates the activities of Product Technical Support Engineers with responsibility for results in terms of costs, methods, and associate engagement, and execution against identified objectives
Qualifications for product manager, product support
  • Expert level of Regulatory requirements and enforcement, especially ICH/GMP
  • BS (or technical equivalent) is required
  • Demonstrates balanced judgment and decisiveness in complex, and ambiguous situations
  • Frequently interacts with supervisors and/or functional peer group managers
  • In addition, 5 or more years of technical or professional experience in addition to years of experience in a management or other leadership role (preferably in a support environment)
  • Demonstrates balanced judgement and decisiveness in complex, and ambiguous situations
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Product Manager, Product Support Job Description

Job Description Example
Our company is looking to fill the role of product manager, product support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for product manager, product support
  • May perform responsibilities of subordinates in their absence
  • Ensures proper utilization of resources, including resource readiness (i.e., hiring and training) and provides justification for additional resource requests
  • Develops and implements operating model and consistent business practices including workflow, scheduling and coverage models for area(s) of responsibility
  • Total commitment to the delivery of outstanding support and service to customers
  • Rapidly responds to resolve critical “customer” situations decisively, redirecting resources as needed Maintains high departmental morale and retains team members
  • Broad knowledge of FTSE Russell index products and processes, including index file structures and content, data delivery mechanisms, index calculation platforms and technical client requirements
  • Deliver technical product support to Client Service and Sales, including training and triage of the “Index Product Data Questions” email in-box
  • Provide product support to Technology and Index Data Management related to infrastructure changes such as review of technical specifications and delivery of technical product information
  • Draft and execute client communications for product changes such as methodology enhancements and index decommissions, ensuring consistent client messaging and coordination with Operations, Compliance, and Marketing
  • Manage index product setup on FTSE Russell’s index delivery platforms, FTSE Data Delivery System (DDS) Platform and FTSE Product Portal
Qualifications for product manager, product support
  • Bachelor’s Degree in Engineering, Marketing or related field
  • 5-10 years experience in a relevant environment is a plus
  • Comprehensive understanding of business concept, including financial statement
  • Knowledge of technical industrial products and services
  • Knowledge of HVAC or refrigeration systems preferred
  • Current knowledge of industrial distribution networks
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Product Manager, Product Support Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of product manager, product support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for product manager, product support
  • Create, update and manage existing and new product reporting
  • Lead cross functional teams to create new marketing wrappers
  • Develop playbooks, process guides and necessary documentation
  • Lead creation of all sales and marketing collateral
  • Manage annual contra renewal process
  • Be ready to back fill SPD Product Managers duties such as
  • Develop new products/offers to support new technologies, acquisitions and completive threats
  • Screen new requests and go-to-market opportunities
  • Prioritize new product development with CSC leadership, sales & operations input
  • Lead the architectural product or financial service development and strategy
Qualifications for product manager, product support
  • Strong English skills, Multiple languages are preferred
  • Extensive knowledge of processes for customer support for application software and server systems
  • Ability to identify business opportunities and recommend direction for continuous improvement
  • A track record of working within an aftermarket service environment and delivering on targets / goals in a timely manner
  • A strong bias for action combined with the ability to foster energy and enthusiasm at every level
  • Open communication style with a strong people and teamwork orientation

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