Salt is looking to hire a Product Support Manager to join a dynamic Team to drive business and user success by closely aligning strategies, designing, and executing the programs and product launches and guiding vendors for their performance excellence.
Responsibilities:
Lead solutions for improved support experience, including piloting new initiatives, and process innovations, and measuring/driving customer experience measurement goals.
Define, execute, and grow a support strategy to best meet the APAC needs, especially Japanese speaking users.
Support product launches, including: preparing support strategy, ensuring operational excellence, aligning local nuances, and conducting analysis to share insights with product and support teams.
Guide vendors to represent Google well through relationships, coaching, training, problem solving and process improvements.
Skill/Experience/Education
Mandatory BA/BS degree or equivalent practical experience.
Ability to speak and write in English and Japanese fluently and idiomatically.
Strong written and oral communication skills 3+ years of experience managing cross-functional projects or teams.
Desired 7+ years of experience in project management, program management, consumer support operations, consumer-focused marketing, or consulting. Excellent problem solving, strategic and analytical skills, with the ability to draw insights from support data and program manage recommended actions.
Demonstrated leadership skills, with the ability to manage complex projects with multiple stakeholders with proven track record of driving results.
Strong knowledge of the local internet industry, cultural landscape and current marketplace and customer support trends in Japan.
Manage your job search in the right direction by applying via the links below. Alternatively, you can reach out on nagarwal@welovesalt.com for more details.
(CEI No: R1223390 | License No: 07C3147 )
Salt is acting as an Employment Business in relation to this vacancy.