Product Manager, Operations

Product Manager, Operations
 

Are you looking for a place where you can bring your passion for defining, designing and driving the development and management of the portfolio of Neighborly Call Center Agent applications?

Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your drive to the table as we unlock new doors together, taking your career to the next level.
 

Bring your experience and be empowered to innovate.

As a Product Manager, Operations on the Neighborly Customer Solutions team, a typical day for you will include:

• Develop and evolve both the customer and call center agent interaction through continued product evolution of the NCS call center platform, Call A Neighbor (CaN). 
• Understand how our agents use CaN and how changes to channel experiences can have positive or negative impacts on customer conversion rate
• Analyze customer needs, agent effectiveness and provide direction on best practices and emerging trends.
• Develop feature lists, user stories, business requirements, and prioritize the roadmap based on impact and evidence-based decision making.
• Create and own the business case for the CaN application and drive for approval with brand leadership and other technical and non-technical stakeholders.
• Collaborate with multidisciplinary teams to scope, design, concept test and deliver product/feature enhancements and/or new features
• Provide clear requirements and business rules to guide the development of new features and define acceptance criteria of those features.

Bring your skills and be inspired to achieve success.

(Required qualifications)

• Experience:
  • 5+ years of experience in Call Center product development, management & optimization in progressive roles
  • A high slant to technical knowledge with strong business acumen and a proven track record of driving Web and mobile innovation and business metrics with a customer-first mindset.
  • Demonstrate a strong understating of databases, API integrations, and data architecture.
  • Ability to distill analytics data into clear, actionable requirements for improving performance and to drive decisions.
  • Multi-brand, multi-unit experience a plus
  • Franchise experience a plus
• Skills:
  • Ability to work under pressure in a dynamic, fast-paced and multidimensional environment and with cross functional teams
  • Ability to be creative, and think outside the box
  • A team player who embraces a collaborative, fast-paced environment, with the ability to work on various projects at one time, prioritize deliverables, and cross-collaborate with other disciplines on the team, as well as other departments
  • Detail and process oriented
  • Able to manage multiple projects across more than a dozen brands and understand how they may be interrelated across the enterprise
• Education:
  • Bachelor’s degree or combination of education and equivalent experience is preferred.
• Schedule / in-office requirements: Remote

Bring your goals and be enabled to reach them.

• Competitive Pay: Commensurate with experience
• Schedule: Full-time M-F
• Benefits: Check out our benefits offerings here
• Financial Benefits: Equity and annual bonus opportunities
• Perks: Paid time off, Paid holidays, Recess breaks, wellness programs

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.

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