Manager, Support Product Management
San Jose, Costa Rica
hace 1 día

Job Description :

We are looking for an experienced, dedicated, detail-oriented manager for our Support Enablement Product Management Team.

  • a team passionate about helping drive the success of our internal technical customer support tools. You will join a dynamic and fast-paced environment and work with cross-functional teams to manage the process of designing, building and executing internal enablement products that deliver the company’s vision and strategy.
  • A key function of this role is to provide motivational leadership to your team of Project Managers and enhance a strong team culture of trust and commitment to impact.


    Product Managers - Provide strong leadership for our enablement product managers to empower success

    Product design - Functional analysis that identifies the best options for compelling, easy to use software

    Engineering engagement - Close partnership with systems engineering to understand technical trade-offs and architecture in order to successfully influence product design

    Prioritization - Relentless prioritization across several competing objectives to make the optimal use of limited time and resources

    Customer development - Productive conversations to understand users, priorities and design considerations, both long and short-term

  • Launch and evangelism - Communicate product vision to internal users to create a strong product adoption; work with learning team to create product demos and other adoption tools;
  • ensure documentation is created and maintained

    Whatever else is needed to improve Support enablement products, delight our support team (both support agents and managers), strengthen our organization, and help the company grow


    Prior product management experience, or other business oriented / customer facing technical role

    Proven track record of managing all aspects of a successful product management team (3 years minimum experience)

    Skilled at working effectively with cross functional teams in a matrix organization

    Excellent written and verbal communication skills

    Able to manage documentation for user processes and procedures

    Has experience working in short, fast-paced development cycles to deliver results quickly

    Experience working cross-functionally internally


    Experience in a Support organization a plus

    Experience with enablement tools also a plus

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