28 applicants
GoodLeap ยท 3 days ago
Principal Product Manager, Support Experience
San Mateo, CA
Full-time
Onsite
Senior Level
$170K/yr - $230K/yr
7+ years exp
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Responsibilities
Partner with leadership to define a customer-centric and data-driven vision for the support experience ecosystem.
Drive the product vision for new support solutions, from identifying customer pain points and conducting usability testing to selecting the right tools and ensuring alignment with business goals.
Craft and own the product roadmap for the support experience platform, ensuring features like omnichannel communication, IVR, and ACD contribute to improved agent productivity, efficient call routing, and increased customer satisfaction.
Drive automation and process improvement initiatives, identifying opportunities to enhance cost savings, revenue growth, and customer satisfaction.
Write comprehensive documentation, including requirements, recommendations, and technical analyses, to support decision-making and implementation processes.
Proactively identify and resolve support platform issues, ensuring efficient resolution times and a seamless support experience.
Continuously monitor and analyze the impact of technology solutions, iterating and improving based on data-driven insights and feedback.
Qualification
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Required
7+ years of experience in call center operations or a related technology field, demonstrating a deep understanding of industry best practices and emerging trends.
Extensive knowledge of the modern call center technology stack.
Proven ability to identify and implement automation initiatives that enhance operational efficiency, streamline processes, and optimize resource allocation.
Strong analytical and problem-solving abilities, enabling the evaluation and selection of technology solutions tailored to specific organizational needs and requirements.
Track record of developing and executing strategic technology roadmaps that drive measurable business improvements and deliver tangible outcomes.
Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate effectively and influence diverse stakeholders across the organization.
Proficient in conveying complex technical information to both technical and non-technical audiences, fostering understanding and alignment on key initiatives.
Excellent documentation skills, with a talent for creating clear, concise, and well-organized reports and technical documents that facilitate decision-making and implementation processes.
Benefits
Bonus
Equity
Company
GoodLeap
GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more.
501-1,000 employees
H1B Sponsorship
GoodLeap has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (5)
2022 (8)
2021 (5)
Funding
Current Stage
Late StageLeadership Team
Hayes Barnard
Founder, Chairman and CEO
John Shrewsberry
Chief Financial Officer
Company data provided by crunchbase
