Role Overview

We are seeking a dynamic and results-driven Product Manager to join our Global Consumer Services and Inside Sales (CSIS) team. As a key player within our PM and PMO organization, you will spearhead the digital transformation of our support operations, with a particular focus on emerging technology and channel strategy. Your role will involve managing the roadmap for assigned portfolio(s), conducting in-depth research, financial assessments, and evaluating the return on investment (ROI) to drive cost savings and enhance customer lifetime value (CLV).

Being able to succinctly define a story and a set of requirements and justify the prioritization of business objectives is a must, through both written and verbal explanations.  Working across engineering, support operations teams and other teams, the successful candidate will have multiple stakeholders and will need to gain alignment for successful prioritization and risk mitigation. 

Key Responsibilities:

• Roadmap Management: Develop and maintain the roadmap for assigned portfolio(s), ensuring alignment with business objectives and customer needs.
• Research & Analysis: Conduct thorough research and financial assessments to support digital transformation initiatives. Analyze data to provide actionable insights and projections for cost savings and service improvements.
• Stakeholder Engagement: Collaborate with engineering, support operations, PMO, and other groups to ensure successful alignment, prioritization, and risk mitigation.
• Storytelling & Requirements Definition: Clearly articulate the story behind your projects and define a set of requirements. Justify prioritization decisions and communicate them effectively both in writing and verbally.
• Business Case Development: Create compelling business cases by evaluating various factors and providing a comprehensive analysis of potential impacts on customer service and operational efficiency.
• Customer Support Knowledge: Leverage your functional knowledge of customer support organizations to inform strategy and decision-making within the support domain.

What You’ll Need to be Successful in this Role:

The candidate must be a self-starter and self-motivator, with strong understanding of the customer support landscape. The candidate must be an excellent communicator who can build and maintain relations on various levels and has the ability to present to senior leaders. The ideal candidate should also be skilled in research, ideation and thinking outside the box.

Success will be measured by the development and delivery of roadmap items for defined products to meet strategy and business goals, their ROI assessment and actual performance results.

• Ability to work independently and proactively, lead and motivate cross-functional teams.
• Excellent verbal and written communication skills.
• Creativity and ideation skills; ability to think outside the box to identify new technologies and opportunities to bridge gaps and deliver business value.
• Proven solid communicator; capable of effectively presenting ideas and selling concepts and tactics.
• Possess conceptualization skills, able to take abstract ideas and materialize them into strategies and execute.
• Experience in preparing and presenting content to various audiences and levels of leaderships.

Technical Qualifications:

• Experience with CRM Systems: Familiarity with Customer Relationship Management (CRM) systems such as Salesforce, Zendesk.
• Knowledge of Emerging Support Channels: Understanding of technologies such as chatbots, AI-driven customer support, omnichannel platforms, and social media integration.
• Agile Methodologies: Experience working within Agile frameworks such as Scrum or Kanban.
• Technical Understanding: Ability to understand and engage with technical documentation and development processes.
• API Integration: Knowledge of APIs and experience working on projects involving system integrations.
• Middleware and Data Integration: Understanding of middleware solutions and data integration practices.

Preferred Qualifications:

• Education: Bachelor’s degree in business, Engineering, Computer Science, or a related field. Advanced degrees or certifications are a plus.
• Programming Knowledge: Basic understanding of programming languages or development environments can be a plus (e.g., Python, JavaScript).
• Tools Knowledge: Google CCAI, DialogFlow are a plus.
• Product Management experience: Minimum of 2-3 years of expoerience in a Product management role, preferably within a Customer Service/ Support context.

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds. 

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency. 

Gen complies with all anti-discrimination laws. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.