Global Product and Service Technical Manager

Introduction

This role serves as a product subject matter expert, bridging the gap between Global Customer Care and Product. They oversee the seamless integration and successful onboarding of new products to the Care organization, ensuring the effective transfer of product knowledge so that customer care agents, repair teams, and distributor partners are set up to be successful. Additionally, this role involves itself in driving continuous improvement initiatives within the Care organization, leveraging insights from customer feedback and analytics to enhance the overall customer experience.

What You Will Do:

• Serves as the primary contact for the repair leads, the global care team, and the distribution support network for unresolvable and emerging product issues. Works closely with other members on the team to determine issue severity and raises through additional communication channels to gain awareness of the issue and ensure centralized and effective communication.
• Partners with Care and R&D to fully understand the root cause of issues and translates resolutions to the Global Product and Knowledge Manager for inclusion in iRobot’s public facing and internal knowledge material.
• Creates, approves, and communicates product documentation with repair partners and distributor networks which is created in collaboration with the repair team leads. This includes changes to product builds throughout the lifetime of products.
• Partner closely with our training developers to deliver comprehensive new product training programs, equipping support teams with the knowledge and tools needed to provide exceptional customer assistance and ensure a smooth product adoption process.
• Actively participates in product launch program meeting and design-to-value initiatives as well as communicates with the broader Product and Care organizations on potential issues and limitations in the form of regular and succinct updates. Provides analytics to reporting to Product and R&D teams when needed to either support or block these initiatives.
• Manages the support of all beta activities and works closely with the beta project teams to prioritize and understand incoming feedback.
• Oversee product hypercare activities, ensuring seamless issue resolution, user support, and continuous monitoring post-launch to drive optimal product performance and customer satisfaction

To Be Successful You Will Have:

• BA/BS degree with a focus on business acumen, product management, or related field preferred.
• Have a track record of leading and proactively managing multiple priorities and initiatives while maintaining focus on larger product and program launches.
• Hands-on experience developing repair and call center documentation
• Have a track record of leading and proactively managing end-to-end execution of training
• Enjoy digging in to understand how technical products work and understanding customer and agent pain points. Be able to turn complex problems into action plans.
• Minimum of 6 years working with learning departments developing product training and support materials preferably in a high growth technology company with a track record of top performance.
• Advanced understanding of the products and technology and systems which support them. This includes hardware, firmware, and software, and other technical aspects of the product.
• Excellent communication skills, both verbal and written, to effectively collaborate with cross-functional teams, stakeholders, engineers, product managers, and other support teams.
• The ability to create clear and concise product documentation, including specifications, and technical requirements. The ability to translate technical documentation to non-technical stakeholders is crucial.
• A customer-centric approach to product development, understanding customer care needs, and ensuring the voice of the customer is heard and understood within the product design process.
• Ability to travel up to 10%

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship of any additional employment visas at this time.