Help users at scale with Android, drive solutions for problems affecting the Android user experience by leveraging operational and program management skills, develop scalable support solutions and influence product strategy with product teams.
Requirements
- 2 years of experience in product strategy, project/program management, process improvement, data analytics, or support operations.
- Experience managing relationships with a network of stakeholders.
- Experience managing customer-facing projects, including gathering requirements, coordinating stakeholders, and delivering results.
- Experience managing help center support operations, and working with vendors.
- Ability to manage multiple, time-sensitive projects with engaged priorities while working independently to drive projects to completion with high attention to detail.
- Ability to draw insights from data, recommend a path forward, and project manage across the recommended actions.
Responsibilities
- Direct and execute a comprehensive support strategy for product launches, participating in trials to identify and address potential user issues.
- Own post-launch reporting and synthesize large, complex data sets into compelling user narratives. Utilize these insights to drive actionable product improvements.
- Triangulate and synthesize user feedback from multiple support channels to identify, organize, and escalate critical bugs, emerging issues, and feature requests.
- Establish relationships with product stakeholders and cross-functional teams to advocate for users and share best practices, fostering continuous improvement.
- Maintain expertise in evolving Android features and functionality, keeping abreast of industry trends.
- Evolve support channels and processes by integrating new technology, including AI.
Other
- Bachelor’s degree or equivalent practical experience.
- MBA, advanced degree, or Six Sigma certified.
- Boulder, CO, USA; Atlanta, GA, USA
