TL;DR

Senior Technical Product Manager (SaaS): Responsible for the product roadmap, execution, and management of %hirify_global%’s Zendesk platform with an accent on Zendesk knowledge and best practices to enhance user experience. Focus on crafting and executing the long-term vision for %hirify_global%’s implementation of Zendesk.

Location: Remote

Company

%hirify_global% empowers independent primary care by helping practices, health centers, and clinics deliver better care to their patients and thrive in value-based care.

What you will do

Partner with business owners to cultivate a shared vision for %hirify_global%’s Zendesk ecosystem.
Optimize live user workflows and capabilities including monitoring of key metrics & user feedback.
Develop a deep understanding of requirements, perform thoughtful solution design, use data to test hypotheses, and support teams throughout execution.
Write detailed user stories for new features, capturing detailed descriptions of business rationale, requirements, and success criteria.
Develop short- and long-term roadmaps that deliver maximum value with minimum risk.

Requirements

8+ years of product management experience in technology, technology-enabled services industry, or a SaaS product.
Proven track record working as a product manager in customer service, contact center, and or ITSM space.
Experience with SaaS ticketing systems especially, Zendesk, Salesforce, and/or ServiceNow.
Experience with integrations between enterprise applications such as Zendesk and Salesforce.

Nice to have

Deep understanding of Zendesk and Salesforce platform features, capabilities, and limitations.
Demonstrated innovation in designing SaaS product enhancements or features that significantly improve user experience and business outcomes.
Experience using data and primary research to inform solution design and build internal business understanding.
Experience with and understanding of the software development lifecycle and software development methodologies.
Knowledge or experience of the Salesforce platform.

Culture & Benefits

Flexible work schedules and the ability to work remotely are available for many roles.
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners.
Robust time-off plan (21 days of PTO in your first year).
Educational Assistant Program and Clinical Employee Reimbursement Program.
401(k) with up to 4% match.
Stock options.