SUMMARY:
The Product Deployment & Engagement Manager is responsible for product delivery, knowledge, positioning and engagement. The Product Deployment & Engagement Manager will collaborate with varying teams including product managers, creative, field strategy, education and more to ensure products and major feature releases are delivered in a timely, successful way and, that, through ongoing education and reinforcement, product engagement and capture rates soar. The Product Deployment & Engagement Manager is also responsible for the successful retirement of and migration from select products that no longer support the company’s product strategy.
The successful Product Deployment & Engagement Manager will:
Serve as a critical liaison between teams – connecting the dots across multiple groups, business units and understanding user needs/requirements in an effort to improve user adoption, engagement and experience
Serve in a project management capacity focusing on the day to day orchestration and enablement of product go to market strategies
Develop and drive a user capture rate/adoption strategy to grow the product suite across our user base
Build and maintain positive relationships with key stakeholders
Organize and independently lead meetings, presentations, trainings and demos
Oversee product knowledge program designed to grow user adoption
Establish key KPIs and work relentlessly to help The Product Studio achieve those metrics
Proactively and effectively solve user/client problems and concerns
Manage specific project milestones and overall timelines
Document project progress and barriers
Escalate risks to Director or VP in a timely manner
Update and deliver project documentation on budget and within deadlines
Serving as a partner with Education, product knowledge specialists and our voice of customer analyst, collaborate with product and client teams to discover opportunities for product improvement
Balance client and engineering requests to ensure product consistency
Gather and consolidate feedback across clients and industry standards for feature development
Translate client needs into business requirements for the product owner(s)
Create strategy and deliverables to support product adoption
Participate in internal and external business requirements reviews
Provide input on communication, positioning and creative through the important lens of user feedback and adoption
ESSENTIAL DUTIES & RESPONSIBILIEITES
Lead one Product Deployment & Success Specialist to established levels of quality, drive accountability and provide coaching and guidance throughout
Be proactive in reviewing incoming requests and feedback and proactively identify opportunities related to modifications in product, education and support; be proactive about communicating that information to senior management to ensure we are constantly driving products and support forward on behalf of agents and staff
Demonstrated experience in effecting change, driving business strategy and process optimization, and organization design through effective cross group collaboration and group evangelization in a matrix organization at an eco-system level
Proven ability to motivate and focus people resources where there is no direct reporting relationship
Ability to manage a remote team
Product knowledge lead for national initiatives and product roll-outs
Ability to coach a team with several competing deadlines and projects with varying levels of complexity
Ability to work within a matrix reporting structure
Work closely with Product Success and Product Management teams to manage align processes and support team in coordinating and executing all activities related to web, online and platform/tool initiatives
Help support local marketing efforts where needed
Serve in critical subject matter expert capacity on core product suite
Communicate and assist in development of team strategies
Provide guidance and strategic feedback on company initiatives and products to assisting in growing business
Oversee and maintain Help Center and company knowledge base to ensure it solves the users’ most common issues/questions
Liaison with IT and the company’s Help Desk to communicate, prepare and train on product updates, changes and launches.
Assist with other duties as assigned
REQUIREMENTS
Bachelor’s degree in Business, Marketing, Education, Communications, PR, Advertising, Information Technology or related discipline
Minimum 5 years in real estate or related field
Minimum 5 years in marketing or related educational experience
Minimum 5 years in technology support
Prior manager experience strongly preferred
Former support experience strongly preferred
Demonstrated ability to grow talent across a geographically dispersed organization
Assign and monitor success team members performances to reflect the company vision
Excellent interpersonal and customer service skills
Strong verbal and written communication skills
Monitoring key metrics and making sure success team stays in a positive alignment
Ability to change gears quickly to support different customers
Must be well-organized, process/detail oriented with ability to manage multiple projects simultaneously
Ability to work collaboratively as team members remote and local
Can work autonomously, proactively identifying and impacting opportunities while also identifying and resolving issues
Ability to multi-task, prioritize, perform under pressure, and be flexible with changing business needs
Ability to manage and meet tight deadlines
Technologically proficient
Ability to troubleshoot technical issues and effectively train on marketing technology and tools
Strong proficiency with Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, and Publisher; knowledge of Adobe Creative Cloud, particularly InDesign, is a plus
Ability to learn new software programs
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