Partner cross-functionally to take ownership of and enhance specific user experience for critical user journeys, targeting improvements in key performance metrics such as customer satisfaction surveys (CSAT) and total resolution time as well as repeat contact rate.

Identify and address systemic issues, partner with internal and product teams to implement product, policy, process and tooling improvements.

Provide operational expertise and channel the customer issues to scale product support and feature launches and provide self help options through genAI solutions.

Enhance customer support data analysis to gain deeper insights.

Collaborate with the product area Product Managers and Engineering (e.g., Marketing, Public Relations, Legal, etc.) and gUP cross-functional teams to develop and implement the support strategy for critical user journeys you own and address immediate support needs and develop systemic solutions for recurring issues.

Bachelor’s degree or equivalent practical experience.

2 years of experience in a technical project management role, customer-facing role at a technology company, or experience with process improvement.

Experience with data analysis using internal metrics or market data.