Description
Every day, we work together for what matters – bold, swift, and equitable climate action.
About The Role
Join us as an Associate Product Manager, where your passion for customer-focused innovation, and experience in software development, meets social responsibility. In this position, you will play a pivotal role in developing and implementing innovative strategies aimed at enhancing our digital customer support services and product offerings. As a certified B Corp and mission-driven company, this position offers a unique opportunity for a collaborative and values-aligned professional to contribute to shaping our product roadmaps and enhancing user experiences, to ensure unparalleled customer satisfaction with our digital products.
This is a full-time position and will join our Product Management team, which is based in San Francisco, CA. We have preference for this role to be located within a commutable distance of our San Francisco, CA office, where you'll enjoy a flexible hybrid working environment. Other office locations will be considered including; Portland, ME, New York, NY or Portland, OR. For highly qualified candidates a remote office with agreement to travel for training and collaboration will be considered. Remote workers agree that their home office provides a comfortable and productive environment that enables success in the role as a “remote” employee.
What You'll Do
The Associate Product Manager will play a supportive role in software product development, focusing on various aspects including customer support, user experience, content management, interfacing and collaborating with various stakeholders to contribute to the success and improvement of 3Degrees’s products and services.
Customer Support Management:
- Efficiently manage inbound help requests from the Climate Portal, ensuring timely responses and resolutions within a 48-hour window.
- Prioritize response and escalation tracking, guaranteeing seamless user interactions and internal collaboration.
- Collaborate with cross-functional teams to integrate AI/bot functionalities, enhancing user support efficiency over time.
- Manage the SendGrid account for all digital products to ensure our repository of automated emails is up to date and functioning as intended.
User Experience Enhancement:
- Monitor user data through Hotjar and Google Analytics, translating insights into actionable recommendations for UX improvements.
- Ensure brand alignment in design and messaging across all digital products in collaboration with the Product and Marketing team.
- Develop and oversee new templates for digital products, maintaining alignment with marketing, product, business operations and Business Partnerships (BP) teams.
Content Management and Process Enhancement:
- Establish and manage processes for keeping core content up to date, creating new resources for the Knowledge Center, and optimizing portal native offerings.
- Manage our Sentry account, creating a backlog of bugs and application errors for resolution, ensuring seamless user experiences.
- Collaborate with various departments for content creation and maintenance, including user manuals and internal process maps.
- Oversee inventory management for our public ecommerce site, updating project and product descriptions in Shopify and monitoring inventory of core products.
Team Collaboration and Training:
- Interface with front-line BP staff, providing support in FAQ management and conducting training sessions.
- Shadow BP staff to ensure appropriate client interactions and impactful product demos.
- Develop comprehensive training materials and lead sessions for critical team members, empowering them to use the administrative backend effectively.
About You
As an Associate Product Manager specializing in customer support and user experience, you will join us in shaping a socially responsible and user-focused product experience to help our customers take urgent action on climate change. We believe an individual with the following skills, experience and subject matter expertise would be well suited to be successful in this role:
- Product Management Acumen: Possess a keen interest in product management methodologies for software development, with a focus on customer support and user experience enhancement of web based applications.
- Analytical Skills: Demonstrate strong analytical abilities, utilizing user data to derive actionable insights for product and UX improvements.
- Collaborative Spirit: Thrive in a cross-functional, collaborative environment, engaging effectively with diverse teams to implement innovative solutions.
- Customer-Centric Approach: Have a customer-focused mindset, understanding user needs and translating them into seamless product experiences.
- Innovation Enthusiast: Stay updated with the latest trends in user experience, customer support technologies, and product management, integrating them into our processes for continuous improvement.
- Strong Communication: Exhibit excellent communication skills, ensuring effective interaction with team members, stakeholders, and end-users.
- Technical Proficiency: Familiarity with relevant software applications, project management tools, and product management platforms, showcasing adaptability to technology-driven workflows.
- Strong Organizational Skills: Demonstrated ability to efficiently manage tasks, projects, and resources, ensuring streamlined workflows and optimal productivity within a team setting.
- Excellent Problem-Solving Skills: Proven aptitude in analyzing complex issues, identifying solutions, and implementing effective strategies to overcome challenges, contributing to a proactive problem-solving environment.
- Educational Background: A degree in Engineering, Computer Science, Business, Marketing, Design, or Human-Computer Interaction (HCI) or equivalent practical experience, showcasing a solid academic foundation and expertise relevant to the role.
How We Define Success
Within 30 days,
- Gain a comprehensive understanding of the company's business objectives, strategic priorities, and key stakeholders.
- Familiarize yourself with the team structure, internal processes, systems, and tools used for project management and collaboration.
- Build strong cross-functional relationships with leaders, key stakeholders, and team members to facilitate seamless communication and collaboration.
- Conduct an initial assessment of ongoing projects and team workflows to identify areas for optimization and improvement.
Within 90 days,
- Hone your understanding of the market landscape, customer needs, and competitive products to inform strategic decision-making.
- Develop a strategic roadmap for Customer Support and User Experience, aligning it with the company's overall goals and objectives.
- Implement process improvements identified during the initial assessment, ensuring streamlined workflows and enhanced team efficiency.
- Collaborate with the Product and Marketing teams to align brand messaging and user experience strategies across all digital products.
Within 6 months,
- Aid in the development and execution of the strategic roadmap, focusing on enhancing customer support efficiency and optimizing user experiences.
- Recommend functionalities to automate and improve user support efficiency, measured by a significant reduction in response time and issue resolution.
- Oversee the successful integration of new templates for digital products, ensuring seamless alignment with marketing, product, and business operations.
Within 1 Year,
- Actively contributing to the development and implementation of innovative strategies to elevate the company's customer support services, resulting in increased customer satisfaction scores and positive feedback.
- Collaborate with cross-functional teams to support the launch of new digital products or features, ensuring a flawless user experience from inception to implementation.
- Establish key performance indicators (KPIs) related to customer support and user experience, regularly monitoring and analyzing the data to drive continuous improvement initiatives.
- Actively contributing to a culture of innovation, collaboration, and customer-centricity within the Customer Support and User Experience teams.
Compensation & Benefits
- Compensation: The starting base pay for this position is $105,000 to $152,000 in the US. The total compensation package for the successful candidate in this role may exceed the base pay as it includes other incentive pay. The base pay is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range is subject to change and may be modified in the future.
- Benefits: this position is eligible for a benefits package that includes medical, dental, vision, 401k, flexible paid time off and more. Additional information regarding the benefits available for this position can be found at: https://jobs.jobvite.com/3degrees/jobs/jointheteam.
- Supplemental Pay: this position is eligible for discretionary bonus programs including the company’s profit sharing program and an annual performance bonus based on personal, department and company goals.
- This compensation and benefits information is based on 3Degrees’ good faith estimate as of the date of publication and may be modified in the future.
OUR COMMITMENT TO DIVERSITY, INCLUSION, AND EQUITY
3Degrees is an equal-opportunity employer. We are committed to creating an inclusive environment where different perspectives contribute to better solutions. 3Degrees welcomes people regardless of race, color, religion, national origin, gender, gender identity or gender expression, age, sex, pregnancy, marital status, ancestry, disability, military or veteran status, sexual orientation, genetic information, or any other category protected by law.
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