Job DescriptionWhole Foods Marketing is seeking a Principal Product Manager of Technology Support to join our Global Technology Quality and Support Team in Austin, Texas. This team member will help solution the integration of new support initiatives and models as new technologies and support areas are introduced. This person will build a key partnership between business stakeholders and support teams (and associated technologies). They will represent user stories to support and tech teams, and conversely will represent support services to business stakeholders. This team member will lead in the creation of a vision for Tech Support through the writing of proposals for new solutions, prioritization of backlogged work, and the drafting of a support roadmap. This hybrid position is based in Austin, Texas and requires at least three (3) days per week in the office.Responsibilities:
Lead the solutioning of new and integrated support models and processes for an ever-changing support landscape.
Owns the translation of business intent, customer needs, and/or technical direction into clear, concise, well-documented business requirements or product backlog for one or more complex processes, support models, or applications (or a product family) spanning one or more technical domains.
Bridges conversations between business users and development teams using knowledge of complex business processes and technical integration spanning one or more business domains to deliver improved user experiences that drive operational excellence.
Develops longer-term (12 months or more) product roadmap, ensuring product development plans align with and support stakeholder business and application objectives.
Identifies, describes, and continually evaluates end user personas, target users and/or user journeys and aligns solution delivery to their business and quality needs.
Partners with business to develop business case for new or existing solutions with supporting documentation, gain stakeholder support and approval, and acquire necessary resources.
Monitors industry trends, stakeholder satisfaction, usage trends, and related metrics to identify product / process improvement opportunities.
Influences strategic thinking across the organization, ensuring cross-functional and cross-product collaboration and integration.
Designs, segments, and recruits for user testing, A/B testing, interviews, and user surveys and synthesizes outputs to create actionable insights and drive product improvements.
Influences product positioning and marketing communications from a business and user perspective.
Provides inputs to financial models (i.e. TCO, ROI) for new candidate initiatives; assists budget owners in translating to quarterly forecasts.
Supports management of budget and reports on actual capex and expense.
Provides inputs to business cases supporting initiatives and the technology supporting them.
Mentors junior team members on application of Product Management concepts, practices, and methodologies.
Skills:
Technical & Process Understanding: Having a strong technical understanding of the products and services used to deliver support including knowledge of ITIL support processes as well as the ServiceNow Amazon Connect platforms is crucial. This includes familiarity with the underlying technologies, security practices, service introduction processes, and business constraints. Able to turn technical understanding into usable directives for teams by formulating, valuing and articulating business and financial requirements.
Leadership and Influence: The ability to lead without direct authority and be able to influence cross-functional teams and stakeholders to align with the product vision and priorities.
Problem-Solving Ability: Advanced knowledge in problem identification and definition, brainstorming solutions, and making decisions quickly to keep the product development on track.
Document Reading and Writing: The ability to both read and write documents for leadership reviews of new and evolving solutions and platforms aligned with the Amazon style is critical to this role as well as developing, publishing, and achieving product roadmaps
Strategic Thinking: The ability to think strategically and see the big picture, set product vision and strategy aligned with business goals, and make decisions that drive the product forward.
User-Centric Mindset: Empathy for users including both end consumers and technical support agents is critical. An inclination to advocate for users throughout the solutioning process, ensuring that the product meets user needs and delivers a positive user experience.
Communication Skills: The ability to effectively communicate the product vision, requirements, and priorities to cross-functional teams including engineering, marketing, sales, support, and upper levels of leadership. Understands and articulates complex business processes, user journeys, and technical integration spanning multiple business domains.
Analytical Skills: The ability to interpret metrics, develop business cases, and use analytics tools to understand user behavior and product performance.
Project Management: Advanced knowledge of requirements gathering, backlog management, prioritization in alignment with larger business goals, coordinating tasks across teams, and ensuring that deadlines are met.
Adaptability and Learning Agility: Proven track record of being adaptable and willing to learn continuously, staying updated with industry trends, new technologies, and evolving customer preferences.
Education & Experience:
BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and relevant experience.
Experience with ServiceNow, Amazon Connect and AWS.
At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.
Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.