Remote Associate Product Manager, Customer Portal

ADP, Inc.; United States; Remote; USD 100,000 - 115,000; Full time

Benefits offered by this job

PTO & Holidays

Medical/Dental/Vision

401(k) Match

Parental Leave

Education Reimbursement

Donation Matching

Event Tickets

Company Events

Supplemental Insurance

Pet Insurance

Job summary

Rock-It Company seeks an Associate Product Manager for the Customer Portal to advance the strategy and development of its customer-facing portal(s). You will bridge users and the development team, guiding technology decisions, resolving issues, and shaping feature specifications.

Strong communication and attention to detail are essential. The role involves testing, documentation, and QA activities, with occasional travel to US and international offices as needed.

Qualifications

• 3-5 years' experience related to Customer Portals, Information Technology, Business & Process Analytics, and/or Freight Forwarding.
• Degree not required but considered as experience
• Must be able to travel internationally to support business needs as required.
• Proficient with, or able to quickly become proficient with, a range of general and specialized applications, software, and hardware used in the organization and industry.
• General understanding of information technology procedures and practices and willingness to continue learning.
• Knowledge of ERP concepts and implementation is a plus.

Responsibilities

• Monitor and manage the Customer Portal ticketing system and support channels to triage requests and issues from users.
• Work to mature customer support ticketing and processes.
• Ensure high-priority tickets are captured, assigned, and actioned appropriately.
• Provide first line response and support to user tickets and requests.
• Escalate tickets as needed to higher level support and development, while ensuring communication to users is prompt and thorough.
• Review ticket requests and determine patterns and groups of tickets that can become feature enhancements.
• Gather requirements and scope new features and enhancement requests.
• Participate in weekly development sprint planning meetings and surface high priority or stagnant/old tickets to be addressed.
• Produce and enhance systems documentation and training.
• Participate in systems configuration and QA testing including developing test cases and procedures.
• Participate in implementation meetings and scoping solutions to ensure requirements are defined for new features needed for implementation.
• Engage business units to improve and enhance existing systems and processes.
• Provide research assistance for new system specifications.
• Perform follow-up and collect business feedback on provided solutions.
• Performs other job-related duties as assigned

Skills

Customer Portals

Information Technology

Freight Forwarding

Education

No degree required

Job description

Rock-It Company seeks an Associate Product Manager for the Customer Portal to advance the strategy and development of its customer-facing portal(s). You will bridge users and the development team, guiding technology decisions, resolving issues, and shaping feature specifications.

Strong communication and attention to detail are essential. The role involves testing, documentation, and QA activities, with occasional travel to US and international offices as needed.