Product Manager, Neighborly
Operations
+ Equity and Bonus
Home services hub
Be an early applicant
Home services hub
501-1000 employees
Be an early applicant
+ Equity and Bonus
501-1000 employees
Company mission
To build a service community that enriches people's lives by delivering amazing experiences.
Role
Who you are
- 5+ years of experience in Call Center product development, management & optimization in progressive roles
- A high slant to technical knowledge with strong business acumen and a proven track record of driving Web and mobile innovation and business metrics with a customer-first mindset
- Demonstrate a strong understating of databases, API integrations, and data architecture
- Ability to distill analytics data into clear, actionable requirements for improving performance and to drive decisions
- Multi-brand, multi-unit experience a plus
- Franchise experience a plus
- Ability to work under pressure in a dynamic, fast-paced and multidimensional environment and with cross functional teams
- Ability to be creative, and think outside the box
- A team player who embraces a collaborative, fast-paced environment, with the ability to work on various projects at one time, prioritize deliverables, and cross-collaborate with other disciplines on the team, as well as other departments
- Detail and process oriented
- Able to manage multiple projects across more than a dozen brands and understand how they may be interrelated across the enterprise
- Bachelor’s degree or combination of education and equivalent experience is preferred
What the job involves
- As a Product Manager, Operations on the Neighborly Customer Solutions team, a typical day for you will include:
- Develop and evolve both the customer and call center agent interaction through continued product evolution of the NCS call center platform, Call A Neighbor (CaN)
- Understand how our agents use CaN and how changes to channel experiences can have positive or negative impacts on customer conversion rate
- Analyze customer needs, agent effectiveness and provide direction on best practices and emerging trends
- Develop feature lists, user stories, business requirements, and prioritize the roadmap based on impact and evidence-based decision making
- Create and own the business case for the CaN application and drive for approval with brand leadership and other technical and non-technical stakeholders
- Collaborate with multidisciplinary teams to scope, design, concept test and deliver product/feature enhancements and/or new features
- Provide clear requirements and business rules to guide the development of new features and define acceptance criteria of those features
Our take
Neighborly is the world's largest home services company, offering a broad range of solutions through its wide range of franchises. With over 30 brands, including Mr. Appliance, Molly Maid, and LawnPride, Neighborly provides home repair, maintenance, and improvement services.
As a leader in the home services industry, Neighborly has become a trusted partner for homeowners and businesses alike, now boasting a significant presence across six countries.
Recently, Neighborly has made strides in expanding its reach in Dallas and Oklahoma City markets, with plans to introduce additional franchise opportunities. This is an exciting time for the company and one that indicates growing success.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company values
- Respect
- Integrity
- Customer Focus
- Having fun in the process
Company HQ
Brook Oaks, Waco, TX
Articles
Leadership
Mike Davis
(CEO)Previously served as the CEO of Mathnasium Learning Centers and Valpak. They have more than two decades of leadership experience, including 13 years with Universal Music Group, where they served as the Executive VP and General Manager.
Share this job
View 3 more jobs at Neighborly