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Product Manager, Customer Services

3 weeks ago

Vancouver, Canada Motorola Solutions Full time

**Company Overview**:
At Motorola Solutions, we’re guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

**Aperçu de l’entreprise**

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

**Department Overview**: The Customer & Digital Experience team is instrumental in shaping and delivering world-class experiences to progress our vision of being the easiest company to do business with in our industry. We are looking for an experienced product manager to coordinate our efforts and roadmap across our customer services teams. This person will report to the Director of Customer Experience, and partner with our support, success, order management and IT teams to plan, manage and support go-to-market and operation changes.
**To be successful in this position, you must develop a strong understanding of our customer services operations. You proactively monitor go-to-market evolutions and partner with team leaders to plan and deliver changes in our services platform. You bring a human-centric mindset to help design processes and solutions that enable our teams to provide outstanding customer experiences.

**Responsibilities include**:

- Partner with Order Management, Returns, Technical Support, Customer Success and Renewals teams to understand business needs and develop a change roadmap
- Stay abreast of go-to-market and operational evolutions to anticipate and plan changes for our customer services teams
- Act as a product manager for our services team experience; help improve solution usability and connectedness across functional areas to drive process efficiency and team satisfaction
- Formulate product requirements and specifications that are aligned with business goals, audiences, and technologies.
- Bring user experience expertise and perspective to design workflow and system UI
- Coordinate with our digital product managers to roll-out evolutions to our customer-facing platforms
- Help drive adoption of new processes and technology solutions with team leads and managers

**Who you Are**:

- You are comfortable working across multiple teams and groups of stakeholders
- You have several years of experience working in the digital space, developing products and tools to help businesses scale
- At minimum 5 years of experience in Product Management or similar roles
- Experience in B2B and manufacturing industry is an asset
- Data Driven mindset, with an ability to leverage data to inform decision making

**Key performance metrics**:

- Employee satisfaction for customer services team
- Flow time for critical processes (e.g. order processing, support resolution, customer inquiry)
- Attainment of project-related outcomes

Salary range: $110K - $140K CAD per year.

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LI-REMOTE

**Basic Requirements**:

- Bachelor's degree
- 5 years of experience in Digital Product Management or similar roles

**Travel Requirements**: Under 10%
***Relocation Provided**: None
***Position Type**: Experienced
***Referral Payment Plan**: Yes
**_
EEO Statement_**

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected charac