Product Manager - Digital Support
The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.
Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.
We believe every interaction is an opportunity. Are we yours?
The Challenge
We are a rapidly growing Digital Support Experience (DSX) team focused on crafting innovative end-to-end designs and digital customer support experiences for millions of users around the globe. The DSX team is responsible for developing, maintaining, and marketing all aspects of Qualtrics’ digital support offerings (including the Support Site, Customer Support Portal, and Qualtrics XM Community). Our mission is to ensure Qualtrics customer support is a world-class digital-first experience that is seamlessly integrated with the XM Platform and enables our customers to maximize the power of the platform.
What Success Looks Like in the Role
Your job will focus on owning and driving the strategic roadmap for our Support Site, in-product support experience, and mobile support experience, setting the industry standard for a world-class digital support experience through identifying and delivering new opportunities for Qualtrics to distinguish itself. Your product vision sees multiple years into the future and evolves by listening to customers and ideating ground breaking solutions that function cohesively with the Qualtrics XM Platform and all other digital support offerings. Leading collaboration across web development, operations management, and digital marketing, you will develop fluid, intuitive user experiences that scale seamlessly across desktop, mobile applications, and beyond.
A Day in the Life
- Oversee and execute the solution design, user story writing, feature development, and user acceptance testing across the products you own, including building and maintaining business cases for new features.
- Partner with cross functional teams regularly to ensure alignment on feature development and prioritization.
- Partner with our Web Engineering team to manage the Support Site, in-product support, and mobile support roadmap and backlog to ensure that the team delivers all capabilities on time and per expectation.
- Translate customer data from support interactions into user interface design improvements and get them prioritized into sprint planning so customers see an immediate impact.
- Monitor and evaluate the performance of your products to ensure constant feature iteration and improvements.
- Integrate the latest standards in interaction design and trends in user design to create the most intuitive and easy to use enterprise support resources in the market.
- Build and improve processes for collecting customer feedback, building requirements, and maintaining a long-term roadmap.
- Manage our live support “Smart Email” capabilities.
Your Background
- Strong understanding of web and mobile technologies, service operations at scale, and general ability to ramp up and go deep in new technical areas.
- Proven ability to lead through ambiguity while working cross functionally and influence stakeholders with excellent written and verbal communication skills, both technical and non-technical.
- Ability to wear many hats and learn quickly, and the temperament to lead a change in direction when needed.
- Ability to execute independently on complex projects that exceed expectations under time and resource pressure.
- Demonstrated ability to understand and discuss technical concepts, schedule tradeoffs and opportunistic new ideas with technical stakeholders.
- Familiarity with Agile development principles and frameworks (such as SCRUM).
- Strong UX design sense.
- Knowledge of web accessibility principles and experience in designing for accessibility.
- Working knowledge of Jira.
- 2+ years experience in a digital technology environment with a record of successfully designing and delivering complex products.
- 2+ years experience in using analytics and optimization tools to inform feature planning, prioritization, decisions, and key learnings.
- Bachelor’s degree in design, human-computer interaction (HCI), information systems, business, or related field preferred.
What Differentiates Us from Other Companies
- Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours.
- We take pride in our office’s design, aiming at cultivating creativity from our rooftop views to an open and reciprocal work space.
- On top of the standard benefits package (medical, dental, vision, life insurance, etc.), we provide snacks, drinks, and free lunches in our office.
- We believe in sharing Qualtrics success which is part of the compensation for all employees.
Qualtrics is an Equal Opportunity Employer
Qualtrics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.