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Product Manager
Autodesk
San Rafael, CA, United States
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Product Manager, Supportability & Readiness
Location: San Rafael or San Francisco, CA- United States
Job ID: 18WD30213
Position Overview
We’re looking for a highly motivated and experienced Product Manager to join our Digital Support and Community Team. This person will play a critical role in executing Autodesk’s digital strategy and communicating key information to our leadership team and customers.
The highly cross-functional role works closely with our Digital Platform and Experience, Engineering and Business teams, as well as key stakeholders throughout the organization. To be successful in this role, you must demonstrate the ability to successfully manage cross-functional teams, influence without direct authority, and effectively collaborate across business teams.
This is a challenging role that provides extensive opportunities for learning new technologies and business models, making new contacts throughout the organization, influencing the way the DPE operates, and also interface with senior management.
Responsibilities
Communications
• Own and deliver internal and customer communications during a major customer incident
• Manage the process and cross organizational collaboration on communication for critical issues
• Own and manage supportability and readiness communication programs for the Digital Support and Community teams
• Sign off new offerings and programs by reviewing customer experience and identifying opportunities for improvements
• Prepare for milestone reviews with input from the team and act as presenter for milestone reviews
• Effectively facilitate communication with a cross-functional and cross-division focus
• Collaborate with multiple organizations at all levels, and interact with all contacts with professionalism, diplomacy, and finesse
• Assist in driving educational, training and communication programs surrounding the Incident to Improvement program
Program Management
• Support and evangelize the Autodesk Incident to Improvement program.
• Perform program planning to establish an overall project plan, including key milestones, and drive progress to achieve project plan within time and budget constraints. Understand and coordinate sequencing of program and project to accomplish progress
• Work on complex problems and issues of diverse scope where an in-depth understanding and evaluation of factors are required to formulate creative solutions for one or more projects or initiatives
• Set qualitative objectives to improve processes and communication, and achieve quantitative goals that demonstrate progress and improvements
• Advise and consult on processes relating to Incident Management, Problem Management and Change Management
• Identifying opportunities for continuous improvement by interacting with various organizations in DPE, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive opportunities for automation
• Participation in the team's on-call rotation when sufficient team experience has been gained
• Undertake and drive post incident reviews, with the focus on identifying process and (or) operational improvements
• Assist in the management of Major / Critical incidents which have significant business and customer impact
Influence & Leadership
• Propose workable solutions to complex problems while considering the needs of all groups
• Understand and articulate the scope of top issues and how they affect multiple projects or programs
• Evaluate existing processes and procedures. Make recommendations and drive process improvement and adoption of best practices (processes, tools, etc.) to improve team efficiency and effectiveness
• Assess future challenges on programs and initiatives and mobilize immediate and extended team members to take action, pro actively addressing issues before they escalate
• Establish credibility with peers and managers to be a driving force when needed
• Take initiative to solve underlying issues that cause recurring problems across multiple product teams or business units
Minimum Qualifications
• Proficient in effectively communicating to a wide range of audiences in both written and oral form
• Ability to interview and understand how technical deployments and outages impact customers and the experience to recommend mitigation and concessions
• Demonstrated experience with sensitive communication
• Ability to work independently, have a history of successful product management and be results-driven
• Bachelor's Degree and 5-10 years of experience
The Ideal Candidate
• Strategic thinker with high level of business acumen
• Strongly competent in written and verbal communication
• Driven by results and metrics
• Flexible in the face of obstacles and able to solve complex problems creatively
• Able to “sell” changes internally and be a product evangelist
• Confidence to dive in and learn new solutions and processes without a lot of assistance
• Ability to cope with a fast-paced, changing environment
• Solid technical and customer landscape knowledge
Top Signs That You’re a Strong Candidate
• You’re well versed at product and program management. You understand how to drive operational policy, process and business requirements
• You are a delivery and execution guru. You are a master at delivering an exceptional communications experience with a keen ability to tune written and verbal communications based on understanding the audience
• You’re a natural leader. Your style and tact help you inspire others to get behind your cause and take a journey with you. And, you are a good listener with the ability to translate what you hear into actionable tactics
• You’re conceptual. You’re able to see the “forest from the trees” while simultaneously capable of identifying the trees in the forest by name. You’re part scientist
• You enjoy employing the scientific method to test new ideas and use KPIs and other data to validate your successes and failures. And like a good scientist, you’re not afraid to fail sometimes because you know it helps you learn quickly
About Autodesk
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It’s disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital artists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.