Senior Product Manager, Customer Support Strategy

Description

Join a small team that is driving one of the fastest growing telecom brands!  #Li- remote

Join our team

Public Mobile believes in the ideals that our customers are at the core of everything we do. We are on a mission to give Canadians a new kind of no-frills, transparent, affordable wireless service. Our team operates as a small company within a big company. That means that we move quickly, we try new things, and we fail and learn fast. If you have that entrepreneurial spirit, this team is for you. 

Here’s the impact you’ll make and what we’ll accomplish together

Public Mobile is seeking a Senior Product Manager (SPM) to chart the future of our customer support approach - a critical component for Public’s long term success. We have a unique, all-online support model powered by our chatbot, Community, Help Articles and an agent ticketing system. As the SPM, you will oversee how we optimize each vertical from a product lens and integrate them meaningfully across our customers’ journey. You will also be expected to think big, look to external resources and push the boundaries on innovation. You will identify opportunities and then lead cross functional teams to implement relevant initiatives. You will also serve as a mentor to junior members on the Public Mobile team.

Here’s how

• Evaluate and define the problems and opportunities within the support ecosystem
• Collaborate with multiple stakeholders across Digital, Products & Services, Customer Experience Operations, and Channel to define the product evolution roadmap across our chatbot, help articles, Community and agent ticketing tools
• Gain approval for key initiatives via presentations to the executive leadership team 
• Lead relevant projects end-to-end, from business casing to requirements scoping to market launch
• Seek out inspiration from a variety of sources to ensure we are building the best possible digital support product for our customers
• Manage overall customer experience targeting improvement in key support metrics, ensuring clear prioritization and alignment across teams
• Mentor junior members of the team, supporting their overall development

Qualifications

You’re a missing piece of the puzzle

• Critical thinker - strong problem identification skills and outstanding ability to distill insights that allow you to make thoughtful, strategic recommendations, particularly in ambiguous environments
• Storyteller - can clearly articulate an opportunity and a recommendation, building alignment and support 
• Collaboration - strong ability to work with diverse cross-functional partners to drive outcomes
• Curiosity - always asking questions, challenging the status quo, and exploring new innovative ideas to keep us moving in the right direction
• Business ownership mentality - willingness to “roll up your sleeves” and step outside your sandbox when required, coupled with a positive attitude and a strong bias for action

Qualifications

• University degree in marketing, business, or engineering
• 5+ years of relevant work experience in product management, customer experience management or marketing