Senior Customer Support Help Center Architect & Self-Service Product Manager (Zendesk)

The Senior Product Manager, Self-Service & Support Capabilities is responsible for the strategic vision, architecture, and execution of the company’s first comprehensive digital support ecosystem. This role owns the "digital front door" for our global client base, driving a strategic shift from reactive, high-touch support to proactive, tech-enabled resolution. You will serve as the Product Owner for the support technology stack, mandated to architect a seamlessly integrated ecosystem between our core platforms (Salesforce Service Cloud, Zendesk). This is a high-impact individual contributor role designed to establish a Center of Excellence for support technology, defining the roadmap for automation, AI-powered virtual assistants, and intelligent routing to transform our global operating model.
 

Responsibilities

• Own the Digital Support Strategy: Define and execute the product vision for the customer-facing self-service portal, transitioning it from a non-existent state to the primary channel for customer engagement and resolution.

• Architect the Support Technology Stack: Act as the lead architect for the global support toolset (Salesforce, Zendesk, Telephony, Qualtrics). Own the roadmap, vendor relationships, and long-term scalability of the platform.

• Drive Financial & Operational ROI: Utilize analytics to identify high-cost friction points. Implement deflection strategies that reduce cost-per-contact while simultaneously increasing Customer Satisfaction (CSAT).

• Engineer Intelligent Routing Logic: Design complex, dynamic routing workflows that intake customer intent and route issues to the precise resource needed—eliminating legacy "email-to-case" inefficiencies and ensuring the right agent gets the right case at the right time.

• Data Strategy & Integration: Define the integration architecture between CRM and Support ticketing systems to ensure a "Single Pane of Glass" view of the user.

• Partner on Content Strategy: Collaborate with the Knowledge Program Manager to govern the information architecture, ensuring the technology platform effectively delivers the content required for self-service success.

• Lead Innovation (AI & Automation): Own the roadmap for next-generation capabilities, including Generative AI, chatbots, and agent-assist technologies, ensuring the organization stays ahead of industry trends.

• Performance Governance: Define the KPIs for the digital channel (e.g., Deflection Rate, Self-Service Success, First Contact Resolution) and present quarterly business reviews (QBRs) to leadership regarding platform performance.