Job ID R1904019 Date posted Mar. 15, 2019
Senior Product Line Manager VMware Omnichannel Support Solutions
Do you feel passionate about customer experience and service excellence?
Have you successfully delivered a cohesive cross-channel, multi-channel or omnichannel solution to market in a dynamic industry like Cloud computing or Information Technology?
We are looking for a professional product manager who can take responsibility for and deliver a robust and cohesive customer engagement platform with a focus on delivering an effortless experience for our customers seeking Technical Support.
As a company, VMware is on a journey from on-premise to the cloud. We have made phenomenal strides and are seeing amazing uptake with our customers. As a part of this journey, we are evolving customer support to drive a rich content focused experience across existing and exciting new channels.
As the Omnichannel Support Solutions Product Manager you will be a champion for our customer engagement channels. Ensuring a seamless and frictionless experience for our customers over phone/web/chat across multiple VMware properties and services including MyVMware, MyWorkspaceOne, Telecom IVRs and others. Your mission will be to deliver an effective and efficient Omni-channel strategy that promotes efficiency and connectivity for VMware's customers and our Global Services organization as a whole.
In this role you will
Define, implement and maintain VMware's technical support omnichannel solutions and roadmap
Research the best of breed approach to multi-channel engagement technologies and ensure that VMware is leapfrogging the competition in delivering an effortless customer experience.
Online and Offline channel usage and telemetry to refine and deliver an effective Omnichannel strategy for VMware's Global Services teams.
Collaborate with a broad range of partners including user experience, IT, engineering and telecom teams to plan and deliver to the product roadmap.
Flush out the user stories for each iteration and release following an agile process of development.
Act as a champion of the effort across the various functions involved through engaging and collaborative decision-making.
Work with other product managers and product marketing to take new capabilities to market.
You will need to have the following expertise and experience.
5+ years in multichannel or omnichannel strategic initiatives and activities, including implementation of tools and technologies, reporting and analysis, process and change management.
Minimum of 5 years of product management related to the delivery of Software and/or SaaS solutions.
Proven experience delivering software using agile, having delivered SaaS a plus.
Experience in a technical support organization (education, support, professional services).
Experience with Salesforce, Avaya, NICE WFM a plus.
Experience with JIRA, Confluence or similar Agile project tracking software a plus.
BA/BS in Computer Science, Computer Engineering or equivalent experience, MBS preferred