Technical Product Manager - Membership Services
Sorry, this job was removed at 11:35 a.m. (EST) on Tuesday, July 6, 2021
By clicking Apply Now you agree to share your profile information with the hiring company.
At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is seeking a Technical Product Manager to drive the strategy, roadmap and delivery of features to create a world-class membership services experience.. In this role, you will partner closely with membership services operational leadership, engineers and designers to deploy an end-to-end omni-channel customer service capability helping members to optimize their performance and achieve exceptional results
RESPONSIBILITIES
- Manage the platform and systems that enable an end-to-end customer support experience including internal tooling, message/chat, IVR, ticketing systems, etc.
- Facilitate ideation, development and delivery for new products and improvements across mobile, web, and back-end infrastructure
- Gather customer needs and feedback through frequent research and testing
- Partner with membership services, engineering and product stakeholders to set a product strategy and roadmap for end-to-end customer support
- Define, measure and communicate meaningful goals and metrics across the organization on product and platform performance.
- Measure impact of contact center products and services on engagement and retention to inform, measure and iterate on product development
- Synthesize research, analysis and stakeholder feedback into detailed product requirements
- Collaborate with designers to create and validate solutions to customer needs
- Drive team to deliver a healthy and efficient cadence of product releases
- Coordinate product acceptance testing efforts.
QUALIFICATIONS
- Be an expert with respect to the competition (industry direction) as well as contact center technology solutions
- 3+ years building and scaling customer support experience solutions
- Experience deploying and enhancing full customer support ecosystems including omni-channel enablement and routing, IVR, chat, automated customer assistance (e.g. bots), CRM and workforce management.
- 3+ years experience with contact center software such as Nice inContact or a similar offering.
- Proven track record of identifying customer and business needs and converting them into application and operational requirements
- Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment
- Passion for the fitness and wellness space
- Experience working in the consumer electronics space preferred
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.
Read Full Job Description