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Product Manager- Global Support Experience

Company: F5 Networks
Location: Seattle
Posted on: June 13, 2021

Job Description:

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

We are redefining our already successful Global Services line of business to thrive in the evolving market that is digital, personal, and agile. Our core platform for realizing ground-breaking customer outcomes in Global Services is Salesforce!

The product scope includes customer and agent functionality focused on reducing friction for customers and growing functional efficiency for agents. We're bringing someone on board who is driven to work with our leadership and partners to deliver globally a modern Omni-channel support and services experience.

You will bring business insight and a functional skill set to analyze and identify priorities and opportunities for change. You will make a plan, and at times implement, investment initiatives for Global Services in a coherent prioritized roadmap leveraging your business acumen to aid in execution. You will partner closely with our Global Services (GS) and Technology Services (TS) leadership and resources to deliver results through SAFe Agile development and ongoing adoption readiness as a practice of organizational change.

Working collaboratively you will drive strategic alignment across the organization and communicate effectively with internal and external audiences. Areas of assignment may change as the organization evolves and the successful candidate is dynamic and comfortable operating in situations of ambiguity within a fast-paced environment that includes frequent context switching.

Nexus is the digital transformation of the customer interaction with our Support team. We are modernizing our entire toolkit and moving rapidly into omni-channel support aided by AI and machine learning. The evolution of Nexus is just beginning with the migration of 1,000 support staff onto Salesforce. Future direction involves automation, use of Einstein (AI/ML), plus the addition of technologies and business practices to benefit customer outcomes in self-solve and assisted support issues

What will you do?

Influential communicator

Formulate strategies to align business results

  • Evangelize and gain alignment on a coherent, outcome-focused strategy for Nexus based on discovery, data, industry trends, customer and agent input.
  • Provide clear and stable feature-level priorities and requirements to Product Owners and Scrum Teams to deliver measurable results.
  • Provide a business case formulation that incorporates and capitalizes upon competitor insights.
  • Be the undisputed specialist for Salesforce Service Cloud and its functionality, maintaining current knowledge of the underlying functionality and technologies.
  • Clearly and consistently collaborate with key team members on the strategic direction, Epic priorities and delivery of functionality. Keep the focus on customer outcomes and agent efficiencies in Support and TS.
  • Influence and gain the confidence of leadership up to the SVP level.
  • Drive excitement and successful adoption of solutions with end users.
  • Partnering with Support Services senior management, be accountable for delivery and measurement of business outcomes defined for Nexus.

Knowledge, Skills and Abilities

  • Ability to develop a schedule using work-breakdown techniques that lead to a defined critical path.
  • Able to apply critical thinking techniques to analyze problems, develop solutions, build resource forecasts and handle risk.
  • Ability to assemble project requirements and scope across a multi-function, geo-dispersed team and optimize them against desired benefits and funding guardrails.
  • Ability to lead through influence to drive forward both the team and program, including facilitation of team meetings and initiatives to successfully develop plans and achieve goals.
  • Ability to work cross functionally on large, complex challenges and programs with a high level of ambiguity.
  • Deep knowledge of key B2B technology sales practices and vocabulary.
  • Record of crafting and driving product results, ideally for products with high transparency and/or significant financial impact.
  • Expertise in the use of standard tools for project and portfolio management.
  • Proficient in agile management tools such as Jira and Azure DevOps.
  • Excellent skill at using MS Teams, SharePoint, OneNote, Excel, Powerpoint, Outlook and Word.

Qualifications:

  • Hold a Bachelor's degree with 8+ years' experience (6+ years with Master's degree) or equivalent work experience managing projects at technology-based companies or technical domains
  • Provide 3 years Agile development experience

Preferred Qualifications

  • Product Owner or Product Manager certification a plus
  • Development experience in Salesforce, with focus on Service Cloud and Communities
  • A background in customer services operations

Physical Demands and Work Environment

  • Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
  • Duties may require being on-call periodically and working outside normal working hours (holidays, evenings, and/or weekends).
  • Duties may require the ability to travel via automobile or airplane, up to 10% of time.

#LI-DC1

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Keywords: F5 Networks, Seattle , Product Manager- Global Support Experience, Other , Seattle, Washington

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