13 days old


Kelly Services
Pleasanton, CA 94588


Direct Hire/Perm/Full Time Employment

The eCommerce Department has an opening for a Product Manager, Customer Support Strategy and Innovation. This position is in Pleasanton, California.

The Product Manager of Customer Support Strategy and Innovation will be responsible for scaling our customer service to meet the rapid growth of our ecommerce business and loyalty programs. You will reimagine how we scale and optimize our customer experience in our Chat channel, currently our fastest growing channel, leveraging latest CX design principles, chatbots, and other technologies. You will have a background in delivering outstanding products and innovative solutions to support business that has experienced massive month-over-month growth. You can apply your experience and industry know-how to develop a strong products and solutions, support Director, Customer Support Strategy & Innovation to set and execute against a product and innovation agenda, and work cross functionally with our marketing, product, IT, legal and business teams.

The grocery industry is underdeveloped in ecommerce, and this person will contribute in influencing the future of grocery ecommerce and establish client as an industry leader. There are very few places where you can have this much customer and business impact and help shape the future of e-commerce. If you are up to the challenge, we would love to talk to you!

Key Responsibilities include, but are not limited to:

Define product roadmap to digitize customer support and service contacts using tools like chatbots, self-service solutions by identifying the biggest customer pain points

Lead projects for Customer Support transformation in an agile manner to enable efficient operations and better customer experience. (E.g., CRM tools for agents, self-service channels for customers)

Reimagine how customer support center can improve customer experience and be a strong driver of sales growth and retention

Lead by example Agile development process for the company


You have 4-6+ years of professional experience in delivering amazing customer experience using customer support products and technology

You have 2+ years of managing the chat customer experience including developing chatbots, self-service functionality and integrating with other backend technologies.

You are a talented business and product leader with experience in digital transformation working in a fast-paced operating environment.

Minimum one-year experience working as a successful agile product owner.

Experience in small to medium-sized customer support organization a strong plus

Product experience in eCommerce customer support a plus

MBA a plus

Aptitude for strategic thinking and problem solving in a fluid environment.

Exceptional at prioritizing and focusing on the highest value opportunities.

Ability to stay goal oriented and act with a sense of urgency

Ability to work collaboratively as a member of cross-functional teams to deliver results.

Excellent communication skills, able to present, negotiate and influence at C-level.

Exceptional networking, relationship building and influencing skills.

\#TJ2021 SPEC

**Why Kelly** **** **?**

By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-05-03 Expires: 2021-06-03

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Kelly Services
Pleasanton, CA 94588

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