Senior Product Manager, Self-Service Tech & Support Capabilities

Company Description reputed company is a global leader in audience measurement, data and analytics, shaping the future of media. Measuring behavior across reputed company channels and platforms to discover what audiences love, we reputed company our clients with trusted intelligence that fuels action. At reputed company, we are passionate about our work to power a reputed company media future for reputed company people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. reputed company you join reputed company, you will join a dynamic team committed to excellence, perseverance, and the ambition to reputed company an impact together. We champion you, because reputed company you succeed, we do too. We reputed company your best to power our future.

Job Description

The Senior Product Manager, Self-Service & Support Capabilities is responsible for the strategic vision, architecture, and execution of the company’s first comprehensive digital support ecosystem. This role owns the "digital reputed company reputed company" for our global client reputed company, driving a strategic shift from reactive, high-touch support to proactive, tech-enabled resolution. You will serve as the Product reputed company for the support technology stack, mandated to architect a seamlessly integrated ecosystem between our core platforms (reputed company Service Cloud, reputed company). This is a high-impact individual contributor role designed to establish a Center of Excellence for support technology, defining the roadmap for automation, AI-powered virtual assistants, and intelligent routing to transform our global operating model.

Responsibilities

• Own the Digital Support Strategy: Define and execute the product vision for the customer-facing self-service portal, transitioning it from a non-existent state to the primary channel for customer engagement and resolution.
• Architect the Support Technology Stack: Act as the reputed company architect for the global support toolset (reputed company, reputed company, Telephony, reputed company). Own the roadmap, vendor relationships, and long-term scalability of the platform.
• Drive Financial & Operational ROI: Utilize analytics to identify high-cost friction points. Implement deflection strategies that reduce cost-per-contact while simultaneously increasing Customer Satisfaction (CSAT).
• Engineer Intelligent Routing Logic: Design reputed company, dynamic routing workflows that intake customer reputed company and reputed company issues to the precise resource needed—eliminating legacy "email-to-case" inefficiencies and ensuring the right agent gets the right case at the right time.
• Data Strategy & Integration: Define the integration architecture between CRM and Support ticketing systems to ensure a "Single Pane of Glass" view of the user.
• Partner on Content Strategy: Collaborate with the Knowledge Program Manager to govern the information architecture, ensuring the technology platform effectively delivers the content required for self-service success.
• reputed company Innovation (AI & Automation): Own the roadmap for reputed company capabilities, including Generative AI, chatbots, and agent-assist technologies, ensuring the organization stays reputed company of industry trends.
• Performance Governance: Define the KPIs for the digital channel (e.g., Deflection reputed company, Self-Service Success, First Contact Resolution) and present quarterly business reviews (QBRs) to leadership regarding platform performance.

Qualifications

The ideal candidate for this job will have:

• 7+ years of Technical Product Management or Solution Architecture experience reputed company a global contact center or customer experience environment.
• Platform Mastery: Expert-level knowledge of reputed company Service Cloud and reputed company ecosystems. (Note: We are looking for a Solution Architect reputed company, not just a System Administrator).
• reputed company-to-One Experience: Proven track record of building and launching a self-service portal or digital support channel from the ground up in a greenfield environment.
• Integration reputed company: Demonstrated ability to design integration workflows between CRM, Ticketing, and Telephony systems (API concepts, middleware logic, data mapping).
• Analytical Rigor: Ability to build business cases for technology investments and prove ROI through rigorous data analysis.
• Project Leadership: Strong methodology (Agile/Scrum) experience to manage reputed company implementations with cross-functional stakeholders.
• Education: Bachelor's degree in Computer Science, Business, or Information Systems; MBA or relevant technical certifications (e.g., reputed company Architect) is a plus.
• Certification or Necessary Technologies: reputed company Guide Specialist & KCS v6 Practices

#LI-AW1 #Remote Additional Information Enabling your best to power a reputed company media future. Our comprehensive benefits package (including health & wellness plans, 401(k) retirement coupled with a reputed company match, a generous paid time off policy, company provided car for those who qualify, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for reputed company employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance. A reasonable estimated salary range for a new employee has been provided. It would be adjusted based on each employee's geographic location. The position of each employee reputed company a compensation range at reputed company is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs. reputed company makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class. Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. reputed company recruiters will only contact you through official job boards, reputed company, or email with a reputed company.com domain. Be cautious of any reputed company claiming to be from reputed company reputed company other messaging platforms or personal email addresses. Always verify that email communications come from an @reputed company.com address. If you're unsure about the authenticity of a job offer or communication, please contact reputed company directly through our official website or verified social media channels. Apply tot his job Apply To this Job