Product Manager, End Customer Experience

Company Overview

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Aperçu de l’entreprise

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus  importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

Department Overview

The Customer & Digital Experience team is instrumental in shaping and delivering world-class experiences to progress our vision of being the easiest company to do business with in our industry. We are looking for an experienced product manager to lead our efforts to streamline and improve our end customer journey. This person will report to the Director of Customer Experience, and work with a team of UX Designers, Digital Experience leads and IT Delivery teams.

Job Description

To be successful in this position, you must develop a strong understanding of our end customer business, constantly monitor their journey and work relentlessly across the organization to champion and improve customer experience from onboarding to support and beyond. Internally, you help the company understand how digital drives customer success, self service capabilities, ROI, and our bottom line.  Externally, you produce meaningful solutions that make it easy to do business with us. 

Responsibilities include: 

• Be the expert on our end customer experience, from onboarding to support, engagement and advocacy.

• Contribute to the vision for our Self-service platforms based on an understanding of business, user needs, and our platform architecture.

• Act as a product manager manager of our end customer experience: develop, maintain, communicate and evolve our customer experience roadmap

• Demonstrate and help instill platform thinking always looking to leverage out – of – box solutions, scalability, and user-focused development practices across our development teams

• Formulate product requirements and specifications that are aligned with business goals, audiences, and technologies.

• Collaborate with designers, developers, data analysts, and other stakeholders to ensure that products are delivered on time, on budget, and with the highest quality

• Work closely with Marketing, Product Management, Customer Success, Technical Support and Renewals Operations to align digital solutions to go-to-market efforts and drive adoption of our tools

• Work with the digital & IT teams to maintain our digital ecosystem that enables business operations

Who you Are: 

• You have several years of experience working in the digital space, developing products and tools to help businesses scale through modern customer self-service platforms.

• 5-8 years of experience in Digital Product Management or similar roles

• Experience with Salesforce Experience Cloud & Service Cloud is preferred.

• You know how to inspire, motivate and support teams to get things done

• Data Driven mindset, with an ability to leverage data to inform decision making

Key performance metrics:

• CSAT & NPS on end customer experience

• Adoption of our self-help tools

• Ratio of support requests successfully addressed through self-service platforms

• # of insights delivered to inform other departments roadmap

This position is a remote position and candidates can be located anywhere in Canada. Due to meetings, it is preferred that candidates live in the British Columbia area.

Salary Range: $110,000 - $130,000 CAD per year.

#LI-TW1

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Basic Requirements

• 5 years of experience in Digital Product Management or similar roles

• Bachelor degree required

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un  handicap physique et/ou mental. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à ohr@motorolasolutions.com.