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Product Supportability Temp (Program Manager)
Ref No.: 17-01208
Location: Sunnyvale, California
Position Type:Contract
Project Overview:
  • You will guide the product teams using data-driven insights to shape the product and services that resolve the top issues that G Suite customers face. You will advocate for features important to G Suite use cases, ensure product instrumentation in new launches and improve current product supportability at scale.
  • You will empower our client's G Suite Support teams with knowledge and instrumentation required to resolve common incoming support inquiries fast, consistently, and reliably.
  • You will analyze the incoming support case volume in a given product area, then scope and request implementation of process, product and tooling enhancements for our product G Suite.
Overall Responsibilities:
  • Apply analytics to data, evaluate and develop recommendations; define, articulate and advise on product requirements.
  • Develop a good understanding of G Suite business, products and technologies.
  • Work with support engineers, developers and product managers to pursue agreed upon objectives while tracking, prioritizing and communicating top issues.
  • Make quantitative assessments of product support inefficiencies and/or stability problems.
  • Analyze product usage for adoption and stability problems affecting the success of the products.
  • Review and maintain an up to date knowledge base for support agents, and suggest areas for new content based on your analysis of handled cases, agent feedback/questions, or from prior escalations to our client support engineers.
Top 3 Daily Responsibilities:
  1. Prepare agent support readiness for upcoming launches, in ensuring product feature quality and supportability, documentation, and training materials.
  2. Interface with product teams to stay informed, abut also educate and influence with support insights the development of next features and their instrumentation.
  3. Perform case analysis, review support taxonomy and knowledge base for required improvements. Aggregate the product's adherence to defined supportability metrics.
Additional Responsibilities:
  • Present occasionally aggregated insights and actions in your product to product teams, support engineers, or support org managers.
Required Skills:
  • BA/BS degree in Computer Science or related technical field, or 4+ years of equivalent practical experience.
  • 2+ years of experience in a technical environment with web based products.
  • Ability to work independently as a member of a global team composed of both technical and non-technical members. Ability to manage/juggle competing priorities without loss of efficiency.
  • Strong project management, English verbal and written communication and follow-through skills, analytical skills and product sense.
  • Exposure to web based product and web technologies.
  • Experience with web technologies: HTML, CSS, Javascript; or with programming languages Python, Java, C++, shell scripting.
Nice to Have Skills/Not Required:
  • Prior experience in a customer support organization
  • Experience with system administration, professional services, solution engineering, technical consulting.