Product Manager, Support Services and Digital Customer Experience

Las Vegas, NV, USA

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Geotab Inc.
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Posted 1 month ago

Who is Geotab:
Geotab, a global leader in IoT and connected transportation, is one of the fastest-growing technology companies in North America and a certified “Great Place to Work.” Each day, Geotab processes billions of data points from over 2 million connected vehicles, extracting actionable insights to help empower businesses to better manage their fleets. Recognized as the world’s #1 commercial telematics provider, Geotab’s solutions are used by more than 40,000 customers in over 130 countries around the globe. Geotab understands that telematics is critical to helping create safer and more sustainable drivers, businesses and communities and actively works to help businesses improve driver behavior, reduce greenhouse gas emissions and create safer roads for all. Global demand for telematics is increasing and Geotab is leading the way. Are you ready to join us? To see what it’s like to be a Geotabber, follow us @InsideGeotab on Instagram, Twitter or Facebook today!
Who we are looking for:
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Product Manager, Support Services and Digital Customer Experience who will be able to contribute to the Digital Customer Experience team. If you love technology, are passionate about solving technical problems and are keen to join an industry leader — we would love to hear from you!
What are the details of this position:
The Product Manager, Support Services and Digital Customer Experience key area of responsibility lies in having a deep understanding of Support Services and Digital Support product roadmap and validating scalable solutions that meet those needs. This position will collaborate with a multitude of departments as well as end users to gain a deep understanding of customer experience; identify and fill product gaps and generate new ideas that grow market share, improve customer satisfaction, NPS, and lower customer effort.

Duties and Tasks/Essential Functions:

  • Own the Support Services and Digital Support product roadmap and prioritize building what matters most to achieve the strategic goals and initiatives behind the product.
  • Define requirements in support of the key transactional functions/areas supported by this position:
  • Support Services subscription
  • Omni-channel support with seamless channel switching
  • Ticket management
  • Knowledge Base
  • Artificial Intelligence (AI) Powered Digital Interactions
  • Customer Journey with Digital Interactions
  • Chatbot and human agent orchestration
  • Geotab Community
  • Gain a deep understanding of customer experience; identify and fill product gaps and generate new ideas that grow market share, improve customer satisfaction, NPS, and lower customer effort.
  • Accountable for growth metrics, working with the support of a cross-functional team. 
  • Support internal support and sales teams in capturing insights from existing customers.
  • Perform discovery interviews to identify and validate their ideas and concerns.
  • Perform Market Research to identify market opportunities and drive Support-related products and project’s vision and strategy.
  • Ensure that feedback loops and requests are seamlessly integrated into product planning and development processes (e.g. unblock trending sales objections, adapt to a new market segment, disrupt with a new lower priced offering, pivot the solution to a better fit).
  • Collect, organise, prioritize feature requests and improvements for the overall internal support tools from all tiers of support.
  • Collaboratively define and drive reporting and monitoring mechanisms against set growth goals and metrics.
  • Balance short-term investments to support sales targets with long-term strategic investments.
  • Ensure that feedback loops and requests are seamlessly integrated into product planning and development processes.
  • Recommend investment decisions across all business model aspects, not only the product, based on analyzed results from quantitative and qualitative feedback.
  • Coordinate feature epic prioritization with technical debt and quality-stability investments.

Experience/Skills Required:

  • 3-5 years experience in technical product management.
  • 2+ years experience in Web and/or mobile platform/product experience with emphasis on online communities and support portals. 
  • Experience delivering Customer Experience or Customer Engagement solutions highly valued.
  • Experience in a SaaS environment (such as Salesforce) is highly valued.
  • Experience with SQL, Javascript, C#, HTML, CSS.
  • Strong team player with the ability to engage with all levels of the organization with an in-depth knowledge of Agile methodology highly valued. 
  • Excellent written and verbal communication skills.
  • Strong analytical skills with the ability to problem-solve to well-judged decisions.
  • Well-defined sense of diplomacy, including solid negotiation, conflict resolution, and relationship management skills.
  • A good eye for user experience design and ability to empathize with users.
  • High accuracy and meticulous attention to detail.
  • Strong project management skills; able to identify needs, develop effective solutions and manage projects through to completion.
  • Hands-on experience with standard methodologies in digital marketing.
  • Ability to stitch together disparate insights to uncover common patterns.
  • Experience in varied usability, qualitative and quantitative testing (e.g. survey tools, multivariate testing tools).
  • Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides).
  • Post-secondary Degree or equivalent work experience.
  • Post-Secondary Degree specialization in Engineering, Computer Science or a related field highly valued.
  • Professional certification in Knowledge-Centered Service (KCS) highly valued.
What makes our staff passionate about Geotab?
Table Tennis at the office - bring your own bat!Great accommodation (height-adjustable desks)Light breakfast served daily (cereals, bars, and fresh fruit)Hot lunch or fresh sandwiches served every other FridayGeotab-sponsored sports teams and social eventsFull medical benefits & 4% 401k company matching RSP (full-time employees only)
Our Core Values:
Geotab is shaping the future of telematics. Using leading technology, we embrace change and challenge the status quo. To stay ahead of the curve, we keep Geotabbers energized with data bootcamps, course subsidies, Friday lunches and more. We believe collaboration leads to innovation; our teams stretch across floors, cities and continents. All employees, from the CEO to the summer students, maintain an open-door policy. Whether we’re fine-tuning our products, or boosting our office culture, we’re building a foundation for long-term success. To us, this means safer roads, more efficient fleets and a team of dynamic Geotabbers!
Geotab provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Geotab complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Geotab expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Geotab's employees to perform their job duties may result in discipline up to and including discharge.
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