Job Description
Overview
As a Sr. Support Tools Product Manager, you will drive strategy and manage a significant module of our core support tools, contributing to the company's GTM strategy and future. This role is open to candidates residing in Canada.
Key Responsibilities
- Discovery: Lead deep user research to identify, document, and anticipate core customer support pain points and future GTM tooling needs.
- Design: Draft comprehensive Product Requirements Documents (PRDs) and design artifacts (wireframes), ensuring alignment with business goals and automated workflows.
- Build: Oversee feature execution and drive rigorous usability testing, collaborating with GTMS, Sales Ops, and AI + Data Analytics teams.
- Launch: Coordinate all aspects of release, including change management, enablement programs, and documentation for seamless field adoption.
- Adopt & Iterate: Define and track key performance indicators (KPIs and adoption metrics)...