Senior Customer Support Help Center Architect & Self-Service Product Manager - Remote

Overview

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, transitioning customer support to a proactive, tech-enabled resolution.

In Short

• Own the Digital Support Strategy and define the product vision for the customer-facing self-service portal.
• Architect the Support Technology Stack, managing vendor relationships and scalability.
• Drive Financial & Operational ROI through analytics to reduce costs and increase customer satisfaction.
• Engineer Intelligent Routing Logic for efficient issue resolution.
• Define the integration architecture for a unified view of user interactions.
• Collaborate on Content Strategy to enhance self-service success.
• Lead innovation with AI and automation technologies.
• Establish performance governance with defined KPIs for the digital channel.

Requirements

• 7+ years of Technical Product Management or Solution Architecture experience.
• Expert-level knowledge of Salesforce Service Cloud and Zendesk.
• Proven track record of building a self-service portal from scratch.
• Ability to design integration workflows between CRM and support systems.
• Strong analytical skills for technology investment business cases.
• Experience with Agile/Scrum project management methodologies.
• Bachelor's degree in Computer Science, Business, or Information Systems; MBA or relevant certifications are a plus.
• Certifications in Zendesk and KCS v6 Practices are preferred.

Benefits

• Comprehensive health & wellness plans.
• 401(k) retirement with company match.
• Generous paid time off policy.
• Company provided car for qualifying employees.
• Discretionary incentive/bonus for eligible employees.