Associate Product Manager, Customer Portal

This is a fully remote position, open to applicants in United States.

📋 Description

• Advance the strategy and development of Rock-It’s customer-facing portal(s)

• Act as a liaison between users and the development team

• Oversee and manage the Customer Portal ticketing system and support channels

• Evaluate and prioritize user requests and issues

• Enhance customer support ticketing processes

• Ensure that high-priority tickets are captured, assigned, and addressed appropriately

• Provide initial responses and support for user tickets and requests

• Escalate tickets to higher-level support and development while maintaining timely user communication

• Analyze tickets to identify trends and potential feature improvements

• Collect requirements and define the scope for new features and enhancements

• Take part in weekly development sprint planning meetings

• Highlight high-priority or stagnant tickets for resolution

• Create and enhance systems documentation and training materials

• Participate in systems configuration and QA testing, including developing test cases and procedures

• Join implementation meetings and contribute to solution scoping

• Collaborate with business units to enhance existing systems and processes

• Investigate new system specifications

• Follow up and gather business feedback on provided solutions

• Troubleshoot user issues, document and escalate complex problems, and resolve technical challenges

• Perform additional job-related duties as assigned

⛳️ Requirements

• 3-5 years of experience related to Customer Portals, Information Technology, Business & Process Analytics, and/or Freight Forwarding

• A degree is not required; relevant experience is considered

• Must be willing to travel internationally to support business needs as necessary

• Proficient in, or able to quickly gain proficiency with, general and specialized applications, software, and hardware

• General understanding of information technology procedures and practices

• Knowledge of ERP concepts and implementation is advantageous

• Strong analytical and creative problem-solving abilities

• Excellent communication and customer service skills

• Strong organizational capabilities

• Ability to create and deliver audience-appropriate written and verbal communication

• Capacity to work collaboratively with diverse business groups and a global IT team

• Proven experience in user change management, particularly in an M&A setting

• Familiarity with technology enablement concepts

• Self-motivated individual capable of engaging a remote team in project work

🏝️ Benefits

• 18 vacation days annually

• 2 floating holidays

• 7 sick days

• 11 paid holidays annually

• Comprehensive medical, dental, and vision plans

• Employer HSA contributions with a high-deductible health plan

• Telemedicine services through MDLive

• Mental health support via an Employee Assistance Program

• 401(k) matching

• Employer-funded Basic Life, AD&D, Short-Term Disability, and Long-Term Disability insurance

• Paid parental leave for all parents

• Continuing Education Reimbursement

• Charitable Donation Matching

• Complimentary tickets to client events when available

• Regular company events, including birthday lunches, sports outings, and volunteer opportunities

• Supplemental insurance options through MetLife

• Pet insurance through MetLife

• Potential discounts on home and auto insurance through Farmers Insurance

• Reasonable accommodations for individuals with disabilities during the hiring process