Product Support

Job Title: Product Support

Job Location: Greenville, NC

Job Type: Contract

Job Overview:

Pay Range: $55.00hr - $60.00hr

Requirement/Must Have:

• Strong Digital Product Management experience, preferably within B2B eCommerce or SaaS environments.
• Experience managing digital products from opportunity identification and discovery through development, launch, measurement, and optimization.
• Strong eCommerce product management capability, including understanding of customer journeys, conversion, merchandising, promotions, and pricing experiences.
• Ability to translate identified opportunities into a clear product roadmap comprising prioritized strategies, initiatives, and delivery activities.
• Ability to apply quantitative and qualitative measures to support prioritization and investment decisions.
• Ability to develop clear product requirements, user stories, and acceptance criteria to enable effective execution by Engineering, UX, and other cross-functional teams.
• Ability to drive alignment across a broad, cross-functional, and globally distributed group of stakeholders.

Responsibilities:

• Assess existing digital product opportunities, customer experience challenges, and business priorities across the platform.
• Identify and implement capabilities that improve merchandising opportunities and increase promotional engagement.
• Gather and incorporate voice-of-the-customer insights to inform product priorities and digital experience improvements.
• Partner with business stakeholders to understand pricing strategies and support clear and effective presentation of pricing on the platform.
• Identify and prioritize opportunities to improve the overall digital customer experience.
• Work closely with Engineering teams to ensure product requirements, desired outcomes, and product vision are clearly understood and accurately implemented.
• Collaborate with UX teams and apply design-thinking principles to support development of customer-centered digital experiences.
• Define and support delivery of Minimum Viable Products (MVPs), followed by rapid iteration and optimization based on data, customer feedback, and experimentation.
• Partner with Analytics and Experimentation teams to measure product performance, identify improvement opportunities, and optimize conversion and customer experience.
• Use A/B testing, multivariate testing, or other experimentation approaches where appropriate to validate changes and improve conversion funnels.
• Monitor relevant product and customer experience metrics to identify performance trends and opportunities requiring action.
• Convert data, insights, and customer feedback into actionable recommendations for experience improvements, process enhancements, and efficiency gains.
• Provide clear product prioritization and decision-making where competing customer, commercial, technical, and delivery priorities exist.
• Support effective product delivery across device types and ensure experiences are appropriately considered across relevant digital channels.
• Maintain appropriate product documentation, decision records, priorities, and delivery status throughout the engagement.
• Provide effective handover of product roadmaps, outstanding priorities, performance insights, recommendations, and relevant documentation at the conclusion of the project.

Skills:

• Digital Product Management.
• B2B eCommerce.
• SaaS.
• Product Roadmap Development.
• User Stories.
• Acceptance Criteria.
• Design-thinking.
• A/B Testing.
• Multivariate Testing.
• KPI Tracking.
• Merchandising.
• Promotions.
• Pricing Strategies.

Qualification And Education:

• 10-12 years of relevant experience.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities