Own the international product support strategy and collaborate on the enterprise roadmap to ensure priorities align with enterprise wide strategies.
Lead discovery for digital support products, focusing on customer self-service tools and automated workflows that drive case deflection.
Identify and implement scalable technical capabilities that work across multiple international regions.
Partner with regional stakeholders and other product managers to establish best practices across the organization.
Work closely with the Senior Product Manager and business stakeholders to define and prioritize the team's feature backlog.
Create process flows to show how new capabilities impact business and customer operations.
Define features with clear acceptance criteria, dependencies, and a focus on managing risks.
Partner with technical architects to optimize the agent experience within our CRM and support platforms, ensuring global consistency and high productivity.
Lead scope tradeoff evaluations and release planning to maximize the return on investment.

Bachelor’s degree in Business, Engineering, or a related field.
5 or more years of experience using Agile methodologies in Product Owner or Product Manager roles.
Experience with CRM platforms (like Salesforce) and digital support technologies is highly preferred.
Strong understanding of support metrics such as CSAT, average handle time and first call resolution.
Strong track record of owning full product lifecycles.
Detail-oriented with effective verbal and written communication skills.
Experience navigating and delivering products within international markets.
Experience in the Medical Device industry is a plus.
Familiarity with Scaled Agile Framework (SAFe) is a plus.

Product Manager

Key skills