Associate Product Manager, Customer Portal

The Rock-It Company is seeking an Associate Product Manager to support the strategy and development of its customer-facing portals. The role connects portal users with product and development teams by managing support issues, gathering and specifying feature requests, testing updates, and improving systems and processes.

Responsibilities:

• Monitor and manage the Customer Portal ticketing system and support channels to triage requests and issues from users
• Work to mature customer support ticketing and processes
• Ensure high-priority tickets are captured, assigned, and actioned appropriately
• Provide first line response and support to user tickets and requests ο Escalate tickets as needed to higher level support and development, while ensuring communication to users is prompt and thorough
• Review ticket requests and determine patterns and groups of tickets that can become feature enhancements ο Gather requirements and scope new features and enhancement requests
• Participate in weekly development sprint planning meetings and surface high priority or stagnant/old tickets to be addressed
• Produce and enhance systems documentation and training
• Participate in systems configuration and QA testing including developing test cases and procedures ο Participate in implementation meetings and scoping solutions to ensure requirements are defined for new features needed for implementation
• Engage business units to improve and enhance existing systems and processes
• Provide research assistance for new system specifications ο Perform follow-up and collect business feedback on provided solutions
• Performs other job-related duties as assigned

Requirements:

• 3-5 years' experience related to Customer Portals, Information Technology, Business & Process Analytics, and/or Freight Forwarding
• Degree not required but considered as experience
• Proficient with, or able to quickly become proficient with, a range of general and specialized applications, software, and hardware used in the organization and industry
• General understanding of information technology procedures and practices and willingness to continue learning
• Strong analytical and creative problem-solving skills
• Strong communication and customer service skills
• Strong organizational skills
• Proven ability to create and present written and verbal communication that is audience appropriate
• Proven experience in user change management, including in an M&A environment
• Experience with technology enablement concepts
• Self-starter who can engage a remote team in project work
• Knowledge of ERP concepts and implementation is a plus