NetSuite is looking for an exceptional, self-directed Product Manager to drive and manage components of our help center, searchable customer-facing knowledge center, online case submission system, and other user assistance solutions. Your responsibilities will include understanding the needs of NetSuite customers and our internal users, gathering requirements, managing feature backlogs and improvement projects, and working with world-class teams to deliver fantastic features.
To be successful in this role, you need excellent communication and teamwork skills, a strong technical aptitude, knowledge and passion for the design and development of quality products, and the ability to lead and coordinate the work of stakeholders across organizations.
·Deeply understand the needs of current and target customers through quantitative and qualitative customer research. Passionately represent the voice of our diverse customers to internal teams.
·Prioritize features and investments to get the maximum customer benefit and drive continuing growth of NetSuite.
·Participate in developing the overall assistance solutions strategy and roadmap. Contribute to creating, executing and communicating the multi-year roadmap to achieve the goals and strategy for this critical product area.
·Own assigned product backlog. Prioritize product enhancements, customer requests, and internal requests by making smart, decisive tradeoffs using data-driven analysis and sound judgment.
·Collaborate with Development, QA, Doc, UI, Support, Training, Marketing and Sales to deliver great products to our internal and external customers.
·Create and manage business, product management, and release schedules including tasks, milestones, and dependencies across multiple concurrent projects and cross-departmental teams
·Drive collection of metrics that gauge whether features are meeting defined objectives.
·Perform risk identification and mitigation planning.
·Manage features through their entire lifecycle including requirements definition, design, implementation and release.
·Assist in defining, implementing and improving operational processes.
·Communicate proactively to encourage teamwork and cooperation between cross-functional teams and mediate conflicts when necessary.
·Optimize process to achieve operational efficiencies wherever possible.
·Demonstrated success in collaborating with teams across multiple locations and time zones.
·Familiarity with online knowledge bases, technical documentation, and online case systems.
·Degree in project or program management, a related field of study, or equivalent work experience.
·Ability to travel internationally one to two times a year