Principal Product Manager, Support Experience

About GoodLeap:

GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.

GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

At Goodleap, we're driven by a relentless pursuit of innovation. Our passion lies in exploring the forefront of technology, identifying emerging opportunities, and creating solutions that tackle the challenges of tomorrow. Like a startup, we embrace an entrepreneurial mindset, pushing boundaries to bring our company into new territories and develop revolutionary products. 

We are seeking an experienced Principal Product Manager, Support Experience to join our team, where you'll play a pivotal role in shaping the future of our Support operations. We're seeking a visionary leader with a passion for leveraging cutting-edge technology to enhance the customer experience, drive operational efficiency, and fuel revenue growth. If you're a strategic thinker with a strong background in Support and Contact Center products and a knack for identifying innovative solutions, we want to hear from you! 

Essential Job Duties and Responsibilities

• Partner with leadership to define a customer-centric and data-driven vision for the support experience ecosystem.
•  Drive the product vision for new support solutions, from identifying customer pain points and conducting usability testing to selecting the right tools and ensuring alignment with business goals.
• Craft and own the product roadmap for the support experience platform, ensuring features like omnichannel communication, IVR, and ACD contribute to improved agent productivity, efficient call routing, and increased customer satisfaction. 
• Drive automation and process improvement initiatives, identifying opportunities to enhance cost savings, revenue growth, and customer satisfaction. 
• Write comprehensive documentation, including requirements, recommendations, and technical analyses, to support decision-making and implementation processes. 
• Proactively identify and resolve support platform issues, ensuring efficient resolution times and a seamless support experience.
• Continuously monitor and analyze the impact of technology solutions, iterating and improving based on data-driven insights and feedback. 

Required Skills, Knowledge, and Abilities

• 7+ years of experience in call center operations or a related technology field, demonstrating a deep understanding of industry best practices and emerging trends. 
• Extensive knowledge of the modern call center technology stack. 
• Proven ability to identify and implement automation initiatives that enhance operational efficiency, streamline processes, and optimize resource allocation. 
• Strong analytical and problem-solving abilities, enabling the evaluation and selection of technology solutions tailored to specific organizational needs and requirements. 
• Track record of developing and executing strategic technology roadmaps that drive measurable business improvements and deliver tangible outcomes. 
• Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate effectively and influence diverse stakeholders across the organization. 
• Proficient in conveying complex technical information to both technical and non-technical audiences, fostering understanding and alignment on key initiatives. 
• Excellent documentation skills, with a talent for creating clear, concise, and well-organized reports and technical documents that facilitate decision-making and implementation processes. 

Additional Information Regarding Job Duties and Job Descriptions:

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you! Apply today!