Product Experience Support Manager (Engineering PM)

Job Terms:
DOE + Benefits
Start date:
Posted By:
Erika Fematt

Job Description:

AQUENT is looking for a Product Experience Support Manager (PESM) that will be responsible for the quality and usability of new software introductions.

The ideal candidate will represent the Customer Support organization and act as the voice of the customer in product development teams to ensure that new software is customer-ready and easily supportable.

Responsibilities include:

- Use of customer experience knowledge and tools to influence product development team decisions impacting
overall quality which includes product quality, customer use/experience quality and support quality. 

- Influencing and driving product and Software improvements to help increase Promoter Scores.  

- On time delivery of key Software service & support deliverables. Deliverables include both Commercial & Consumer assessments & documentation, call agent training, web delivery, regional support readiness, defined backup & recovery strategies, and defined support strategy processes.

- Communicating program progress, escalations, and issue analysis to stakeholders; collaborating with management and internal partners to recommend and implement changes to product, processes, or business practices to resolve escalated issues, produce solutions, and ensure adherence to budgets and established product roadmaps and schedules.

- Partnering with key and relevant organizations who execute key deliverables to ensure all aspects are ready for
launch. Examples of these organizations are the product development teams, Software team, R&D, and supply chain.

- To be successful in this role you will need to have working knowledge of key operating systems, basic understanding of
the product and software development lifecycles, and be able to partner effectively with key organizations, management, and stakeholders to drive alignment and to ensure success.

Education and Experience
- Bachelor's or Master's degree in Business Management, Engineering, Computer Sciences, Supply Chain, or equivalent

- PMP/PMI certification desired