Senior Product Manager – Source
Fountain
Principal Product Manager, Customer Support Tooling
The Walt Disney Company
full-time
Posted on:
Origin: • 🇺🇸 United States • California, New York, Washington
Visit company websiteSalary
💰 $193,100 - $258,900 per year
Job Level
Lead
About the role
- Define and champion the product vision, strategy, and roadmap for our customer support tools, aligning with overall business objectives and customer needs
- Drive highly cross-functional initiatives from ideation and requirements gathering to launch and post-launch optimization
- Collaborate extensively with customer support leadership teams, agents, and other internal stakeholders to deeply understand their workflows, pain points, and ever-evolving tooling needs
- Translate complex business problems and user needs into clear and concise product requirements, user stories, and acceptance criteria
- Drive product decisions through a strong analytical and data-driven approach, defining key performance indicators (KPIs) for customer support tooling, monitoring performance, and iterating based on quantitative and qualitative insights
- Proactively identify technical opportunities and challenges, working closely with engineering teams to architect scalable solutions and ensure the technical health and reliability of our commerce tooling
- Champion operational efficiency within the customer support tooling ecosystem, seeking out opportunities for simplification and automation
- Communicate product strategies, progress, and strategic rationale effectively to diverse audiences, including senior leadership and cross-functional partners
- Stay abreast of industry trends, customer service technologies, and emerging best practices in large-scale platform development
- Act as a subject matter expert for customer support tooling and core commerce processes, providing guidance and thought leadership across the organization
Requirements
- 10+ years of product management experience, with a significant portion focused on complex B2B or internal tooling platforms, commerce systems, or large-scale operational tools
- Bachelor’s Degree
- Demonstrated experience defining and executing product roadmaps that have led to significant business impact and improved user experience
- Proven ability to lead and influence cross-functional teams, including engineering and design, operations, analytics, and legal & compliance
- Strong technical aptitude with the ability to engage in engineering discussions, understand architectural considerations, and make informed technical trade-offs
- Exceptional analytical skills with a track record of using data, metrics, and various testing approaches to drive product decisions and measure success
- Excellent written and verbal communication skills
- Experience working in dynamic, fast-paced environments, with a proven ability to manage multiple priorities and adapt to change
- Strong proficiency with agile development methodologies and product management tools (e.g., Jira)
- Preferred: Experience with customer service platforms, CRM systems, or agent-facing tools in a high-volume environment
- Preferred: Background in subscription-based businesses or digital streaming services
- Preferred: Experience with global platforms and understanding of international market nuances
- Preferred: Proven track record of leveraging AI/ML technologies, such as natural language processing, GenAI, and/or predictive analytics
