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Product Manager - Enterprise Platforms

About Us

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It’s where millions of people come together to chat, interact, and make their own entertainment.

We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter , get interviewing tips on Instagram , and discover projects we’re solving on our Blog .

About the Role

As our platform continues to grow, scaling how we handle customer support cases is mission critical for the business. Enterprise Platforms will build the necessary CRM tooling needed for the Customer Experience team to manage customer support cases at scale. We are also discovering new ways to promote self service and unlock additional support channels, while providing high CSAT to our customers.

As a Product Manager for Enterprise Platforms, you will build the roadmap for Salesforce CRM and other internal tools used by the Customer Experience team for daily operations around customer support inquiries and feedback. Reporting to the Sr Director of Content Operations, you will help promote self service and efficiency as case volume grows. You will learn to be an expert in the Customer Experience space, experimenting with new technologies such as chatbots and machine learning to promote predictive case identification and resolution.

You Will:

• Develop tools and products that help the internal Customer Experience team manage customer support cases at scale.
• Set goals related to improved efficiency and scalability, building a 6-12 month Product Roadmap to help realize those goals.
• Write specs documenting technology requirements and process workflows with clear KPIs and success measurement.
• Work with Analytics to measure core metrics such as Average Handle Time, customer CSAT, and Time to First Response, creating a culture of continuous improvement with our Products and operations.
• Stay plugged into the latest in Customer Experience technology, including advancements in AI based automation and Omnichannel.

You Have:

• 3+ years of work experience as a Product Manager.
• Ability to prioritize using a combination of data and product intuition .
• History of shipping experiments and products designed to improve internal operational efficiencies.
• Customer obsession with the users of your product, driving incremental refinement and high internal CSAT.

Bonus Points

• Experience in the Customer Experience and Contact Center space.
• Experience working with vendors/professional services.
• Experience experimenting with new products and technologies.
• Experience with Salesforce Sales Cloud & Service Cloud.

Perks

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount
• Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships , off-site massages , etc. )

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Job ID: TW7169