76 applicants

Company

Yahoo · 4 days ago

Paranoids Experience and Enablement Manager, Cyber Experience

United States

Full-time

Remote

Mid, Senior Level

$128K/yr - $267K/yr

5+ years exp

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Comp. & Benefits

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Responsibilities

Become an expert on Paranoid’s services and products and make customer-based recommendations that improve process and experience.

Support ongoing PSR improvements and initiatives to improve user experience, streamline the process, and increase transparency.

Act as the customer's voice cross-functionally and collect feedback to influence continuous improvement in Paranoids' products and services.

Serve as the trusted advisor to our business customers, providing valuable insights into member pain points related to our product, support processes, and policies.

Define and track essential health metrics for Paranoids products and services.

Assessing health metrics and customer feedback to define our roadmap, adoption strategies, and enshrine value.

Meet with Paranoids Leadership and cross-functional stakeholders regularly to discuss important cases and issues.

Disseminate important messaging about Paranoids products and services to critical cross-functional stakeholders.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical support experienceAgile product developmentSoftware development lifecycleTechnical troubleshootingProcess designOptimizationCustomer feedback prioritizationJira product suiteGoogle Suite applicationsCustomer-centric mindsetCollaboration skillsHigh emotional intelligence

Required

5+ years of relevant experience in technical support or a relevant combination of education and experience

Experience in an Agile product development environment

Strong understanding of the software development lifecycle

Experience working with software engineers and technical product teams

Strong technical troubleshooting skills (i.e., previous support experience) and an ability to collaborate, coordinate, and escalate issues

Experience in process design and optimization

Experience collecting and prioritizing customer feedback in balance with internal needs.

Strong familiarity with the Jira product suite and Google Suite applications (e.g. Sheets, Docs)

Benefits

Healthcare

401K savings plan

Company holidays

Vacation

Sick time

Parental leave

Employee assistance program

Company

Yahoo

Glassdoor

4.0

Yahoo is a technology and media company that serves users through its portfolio of digital platforms, products, and services. It is a sub-organization of Verizon Media.

Founded in 1994

Sunnyvale, California, USA

10,001+ employees