Sr. Product Specialist

Do you thrive at the intersection of Product and Customer Care? Do you enjoy deep engagement with hardware and software engineering teams combined with utilizing VOC insight to improve B2C customer support processes and the customer experience? Does your adrenalin drive you to daily action while your brain plans for the long-term? If this is you, please keep reading.

Fitbit is looking for a Sr. Product Specialist for our global Product Specialist team in the Customer Support organization.

You will develop critical processes for a team of hardware and software specialists. You will help shape cross-functional relationships between Customer Support and partner teams, and provide mentoring for individuals on the team. You will develop analytic models for new CS metrics for program phase gate checkpoints and coach individuals through the estimation process for their programs. You will coach individuals on the team on customer experience assessments and ensure that Customer Experience & Customer Support needs are built into product / engineering requirements.

You will help shape core Customer Support processes, including troubleshooting strategies, and provide information feeds to support training, tools, customer-facing documentation, and support process development. You will have direct influence on products, policies, and processes that will affect millions of Fitbit’s customers around the world, as well as thousands of Customer Support advocates working in our global contact centers in Europe, Asia and the Americas.

Responsibilities:

Ensure high-fidelity synthesis and communication of Customer Insights and Customer Support data to firmware, hardware and software/subscription product teams.
Help lead a team of specialists that are recognized as the Customer Advocacy & Support experts to implement a new CS metric and provide grounded customer experience/support assessments for each product development checkpoint
Coach and mentor product specialists team members in ways that enhance individual and team productivity, retention, career development and professional growth.
Improve team KPIs associated with monitoring, analyzing, and interpreting factors driving customer contacts related to product & subscription.
Develop collaboration processes with Engineering and Product Management to shape, support, and execute product roadmaps in ways that lead to low customer contact rates and efficient Customer Support operations.
Deliver situational and recurring analysis and communication of emerging issues driving customer contact and/or churn to product teams and executive leadership.
Utilize product feature knowledge to support Customer Support NPI readiness.
Partner with the Fitbit Field Testing team to understand early customer feedback and define/maintain processes to ensure risks and/or functional deficiencies are mitigated.

Qualifications:

8 years of experience working in technical B2C customer satisfaction/customer advocacy roles within an OEM organization, including experience working directly with product management and engineering teams.
3 years of experience leading/helping teams of individual contributors to achieve or exceed objectives
Bachelor’s or Master’s degree required, with emphasis in product management, operations, engineering/computer science or MBA preferred.
Exceptional analytical and process-design skills.
Previous experience in consumer electronics, especially wearables, is preferred.
Demonstrated ability to partner with and influence cross-functional teams with quantitative and qualitative analysis
Demonstrated ability to reduce customer support costs while improving the customer experience
Experience achieving objectives in a complex, cross-functional teams structure with rapid product and organization change
Demonstrated ability to deliver reporting and analysis, especially using Tableau, Salesforce, and Excel, independently leveraging data and analysis to influence product and operational decision-making.
Proven experience working effectively in an agile Customer Support and Engineering environment. Very hands-on experience with agile tools (e.g., Jira) and ceremonies.
Exceptional communication and collaboration skills, including presentation, written and verbal.
Be comfortable working in and leading in a metrics / KPI-driven environment.
High personal productivity and follow-up.
Personal interest in wearable technology, connected fitness, digital health, and wellness.