Job Title: Product Support Manager - User Experience
Location: Google Docks, Dublin, Ireland
Duration: April 16, 2025 – May 18, 2026 (Contract via Coyle Consulting)
Working Schedule: Hybrid
Working Hours: Normal business hours
About the Role:
Our client is seeking a Product Support Manager to lead scalable support programs and enhance Account experiences, including those tailored to Kids and Family users. This role requires driving end-to-end program plans, optimizing project management methodologies, and collaborating cross-functionally to ensure a seamless user experience.
Key Responsibilities:
* Program Management: Develop, execute, and adjust program plans to achieve strategic goals.
* Project Scoping: Manage priorities and resource allocation to support scalable user programs.
* User Experience Strategy: Represent the voice of the user, utilizing data and metrics to identify and solve pain points, enhancing user journeys across Account experiences.
* Cross-Functional Collaboration: Partner with Engineering, Product Management, UX, Analytics, and other internal teams to create a cohesive product offering.
* Process Improvement: Build new processes and procedures with foresight to address issues proactively.
* Influence and Stakeholder Engagement: Develop trusted advisor relationships, guiding cross-functional teams and aligning resources to meet program objectives.
Expertise and Skills Required:
Hard Skills:
* Proven program/project management and change management experience with multiple stakeholders.
* Customer service experience, particularly with product quality and user journeys.
* Strong data analysis and performance tracking capabilities, including target setting and progress monitoring.
Soft Skills:
* Exceptional project management skills with a track record of leading high-impact, cross-functional projects.
* Ability to manage multiple, time-sensitive projects independently with a keen attention to detail.
* Experience working on scalable user support programs, including community forums, help centers, and feedback channels.
Preferred Experience:
* Industry Knowledge: Familiarity with products or user journeys related to Family, Supervision, Parental Controls, and Kids accounts (e.g., Family Link, Family Groups, Supervised Accounts).
Years of Experience:
* Project/Program Management: 6-8 years.
* Customer Support Management: 4-5 years.
Seniority level: Mid-Senior level
Employment type: Contract
Job function: Project Management, Customer Service, and Product Management
Industries: Technology, Information and Media
#J-18808-Ljbffr