by Ronald Barron | Oct 4, 2023 | Uncategorized
Job Description
Title: Manager, Level 2 Technical Support
Location: Remote
Company Description
Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.
Brief Overview:
Reporting to Director of Support, the Level 2 Technical Support Manager oversees the enterprise support of the Amwell experience. The Technical Support Manager plays a critical role in the success of our relationships with our enterprise clients and end users of our technology. Collaborating with our Level 3 Technical Support teams, Implementation, Customer Success and Account Director teams, the Technical Support Manager is responsible for defining, tracking, and reporting team success metrics, guiding innovation projects, all while driving continuous improvement to reduce effort and improve outcomes for our customers. The Technical Support Manager will lead a growing team of 15-20 Support Specialists and Leads to provide outstanding support to our enterprise clients. This person will focus on all aspects of customer satisfaction while carefully tracking and managing client issues. The right candidate has experience leading a technical software support team, working collaboratively with other internal teams and fostering positive relationships with our clients. Strong communication, creative problem solving and a passion for customer service are all key attributes for this role.
Core Responsibilities:
- Oversee a team of Tier 2 Technical Support Specialists primarily focused is enterprise client support.
- Monitor and manage case queues to ensure cases are resolved within SLA with high quality.
- Take the lead on critical/high priority cases as needed to ensure they are addressed in a timely manner. This will require working closely with external stakeholders as well as internal teams including professional services, account management and our technology teams.
- Define, analyze, interpret, and act upon customer support success metrics.
- Implement an enhanced quality framework. Ensure cases are handled correctly through weekly quality audits. Provide coaching based on quality audit findings.
- Support improvements to the knowledge base and ensure Specialists have the tools they need to effectively resolve case issues.
- Collaborate cross-functionally on the implementation, management, and ongoing review of strategic support initiatives.
- Develop and implement process improvements and procedures to drive efficiencies, improve quality and enhance the Customer experience.
- Establish relationships with our enterprise client’s operational teams. Attending external client meetings as needed to support our product management or account management teams.
- Investigate and address support quality issues that are escalated from our enterprise clients or internal stakeholders including Account Managers and Customer Success Managers
- Manage workforce staffing plan to meet evolving support demands.
- Identify and develop training content as products change.
- Develop individual career coaching plans
- Drive organizational maturity.
Qualifications:
- Minimum of 8 years’ experience managing a high-volume technical support team
- Minimum of 5 years management/leadership experience
- Extensive experience with web and mobile application software support
- Demonstrable experience driving automation and DX improvements.
- Excellent analysis skills, and a track record of implementing change by leveraging data.
- Experience implementing and adapting customer service processes/procedures.
- Proven ability to coach and mentor employees, ability to translate your skills to other team members through training and mentoring.
- Experience using CRM Tools, Salesforce preferred.
- Comfortable understanding and explaining software products to diverse audiences.
- High energy level, enthusiastic, and eager to do what is necessary to be successful.
- Demonstrated ability to learn quickly and use critical thinking and problem solving to troubleshoot complex support issues.
- Excellent verbal and written communication skills
- Experience leading strategic initiatives with limited involvement from leadership.
- Proven ability to adapt quickly to changing priorities.
- Bachelor’s degree preferably in a technical discipline or relevant professional experience. Master’s Degree/MBA and/or relevant certifications (PMP, CXPA) is a plus.
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by Ronald Barron | Oct 4, 2023 | Uncategorized
Job Description
Title: Junior Digital Developer
Location: United States
Position Summary:
The Junior Digital Developer will be responsible for executing programming in desktop, web, and mobile platforms. Must be able to develop, maintain, and manage multiple digital projects as well as all integrated interactive features and functionality. Must be able to communicate effectively with internal/external clients about digital-specific content and functionalities and applicable platforms. Determine appropriate architecture and other technical solutions and make relevant recommendations to internal and external clients when necessary. Collaborate with team and contribute ideas and implement innovative and creative features and functionalities.
Essential functions of the job include but are not limited to:
- Develop, manage, test, and analyze HTML e-mails, HTML5 iPad interactive presentations, and websites, from development through implementation
- Perform maintenance and updates to existing websites and HTML5 iPad interactive presentations
- Ensure the layout of content is accessible and logical; recommend improvements as necessary
- Provide input during conceptual planning, discovery, define, and design phases to ensure successful programming during develop and deploy phases, including estimating development timelines
- Work closely with Digital Project Manager and other members of the digital team to ensure timely completion of deliverables
- Communicate to the Digital Project Manager with efficiency and accuracy any progress and/or delays of deliverables
- Attend client and team meetings as applicable
- Capacity to work independently and effectively to meet deadlines
- Quickly research and problem-solve during development process
- Develop rapid prototypes for business pitches or user testing
- Manipulate images/photos and graphics using Adobe Photoshop and/or InDesign.
- Promote and adhere to Precision Value and Health’s workplace values known as PRECISION Principles (Client Service, Purpose, Accountability, Mutual Respect and Collaboration)
Required Education:
- Bachelor’s degree or equivalent in computer science or related field of study
Required Experience:
- 2+ years of digital development-related experience
- Experience in programming HTML-based digital solutions for offline and online platforms
- Experience in developing and maintaining web servers
- Experience with code repository architecture
Required Skills:
- Background in development of creative, interactive user experiences
Required Competencies:
- Problem solver
- Works independently
- Team player
- Thoroughness
- Leadership capabilities
Preferred Qualifications:
- Agency and/or healthcare experience a plus
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by Ronald Barron | Oct 4, 2023 | Uncategorized
Job Description
Title: Senior Data Engineer
Location: Remote
Quick take: Axios is a growth-stage company dedicated to providing trustworthy, award-winning news content in an audience-first format. We’re hiring a remote Senior Data Engineer to join our Consumer Insights data team!
Why it matters: As a Senior Data Engineer, this person will collaborate with other data engineers, scientists, analysts, and product managers to drive forward data initiatives across mission-critical Axios products. The team is responsible for analyzing consumer behavior, preferences, and feedback, to allow Axios to tailor products, services, and marketing strategies effectively.
Go deeper: As a Senior Data Engineer, you will play a leadership role in building and delivering solutions to problems in an intelligent and nuanced way. In this role, you will make an impact on Axios through the following responsibilities:
- Architect and build data products and features that provide consumer insights about Axios’ audience
- Hands-on development and execution against the team’s roadmap in collaboration with other data engineers, analysts, scientists, and quality engineers.
- Technical and architectural decision-making
- Develop and maintain data pipelines and warehouses to support Axios in data-informed decision-making
- Writing clean, well-documented, and well-tested code primarily in SQL/Python
- Provide technical insights, and feasibility assessments, communicate technical constraints to the team’s Product Manager
- Estimate efforts of technical implementation to aid in planning and sequencing of developmental tasks
- Mentoring less experienced members of the team through pair programming and empathetic code review
- Share knowledge through presenting at data chapter meetings and demoing to team members and stakeholders
- Staying up to date with industry trends and collaborating on best practices
The details: Ideal candidate should have an entrepreneurial spirit, be highly collaborative, exhibit a passion for building technology products, and have the following qualifications:
- Experience with or knowledge of Agile Software Development methodologies
- Experience building data applications in languages such as (but not limited to) Python, SQL, Bash, Jinja, Terraform
- Experience designing, building, and maintaining data pipelines to produce insights
- Experience with functional design and dimensional data modeling
- Experience with DBT and semantic data models
- Experience with data pipeline development and data orchestration systems such as Airflow
- Practical experience with columnar data warehouses, such as Redshift
- Experience working with CI/CD pipelines and understanding best deployment practices for data products
- Proven ability to ship high-quality, testable, and accessible code quickly
- Experience working in and around cloud providers such as AWS
Bonus experiences:
- Experience working in and around AWS data services
- Experience working with Data Scientists, Machine Learning Engineers or supporting MLOps
- Experience working with MapReduce and Spark clusters
- Experience successfully working with data product managers
- Experience working in Media
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by Ronald Barron | Oct 4, 2023 | Uncategorized
Job Description
Title: Senior Product Manager – Mobile Experience
Location: Remote – US
Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
Recent awards we’ve won include:
Great Place To Work Certified 2023
Best Place to Work by Built In 2023
Financial Times The Americas’ Fastest Growing Companies 2023
Deloitte Fast 500 Companies
IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners
We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.
About the role:
The Mobile Experience team is part of our Platform organization, and owns the end-to-end experience of our two main mobile applications: Samsara Driver and Samsara Fleet. These apps support our customers across their entire operations, and power their most critical tasks – whether it’s helping drivers to maintain compliance and understand their routes or helping administrators receive critical alerts about safety events that need immediate attention. We’re continuing to expand our mobile footprint to new personas and are rapidly adding a set of new use cases that will make our mobile apps even more essential for our customers in years to come. We’re looking for an experienced Senior Product Manager to help drive this new growth and tackle the new challenges that it brings.
As a member of the Product team, you’ll be responsible for the end-to-end success of new products and features that delight our customers and further Samsara’s vision. Samsara’s approach to product management is rooted in a deep understanding of the customer. You’ll learn about our customers’ operations, identify the most meaningful problems that we could solve for them, and develop a product vision that maximizes the impact Samsara can make on the market. With a laser focus, entrepreneurial spirit, and easy-to-work-with collaborative approach, you’ll help us drive the next step change in growth of our mobile applications.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.
Click here to learn about what we value at Samsara.
In this role, you will:
- Work with our talented engineering and design teams to launch new mobile features and frameworks that support a growing base of over 500K+ users
- Collaborate with product line PMs in a platform PM’ capacity to support their initiatives, align priorities, and interlock dependencies
- Leverage data to understand our customers and market positioning to ensure effective prioritization, establish a roadmap, and define long-term strategy across products and features
- Develop a technical understanding of our product’s systems and work with engineers and stakeholders to identify meaningful improvements
- Seek improvements to improve the practice of product management at Samsara to help drive hyper-growth at scale
- Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
Minimum requirements for the role:
- Deep expertise in product management, with a proven track record of operating & delivering as a platform team
- A curious and strategic mindset, ability to synthesize customer insights and data into a cohesive strategy and product roadmap
- Strong technical understanding, ability to grasp technical concepts and establish credibility with engineers
- A proven track-record of delivering outstanding results for customers & the business, managing significant complexity & aggressive timelines. You also have a bias-to-action and aren’t afraid to get your hands dirty
- Excellent communication skills. Must be comfortable presenting to customers, executives, and internal audiences, adjusting your communication style based on your audience
An ideal candidate also has:
- Bachelors or Masters degree in a technical field; an MBA is a plus
- Experience in mobile application design and development
- History of working on successful B2B products
- An appreciation for designing products and features for users with varying levels of technological expertise
- Experience with both external and internal customers as key stakeholders to manage in roadmap planning and development
APPLY HERE
by Ronald Barron | Oct 4, 2023 | Uncategorized
Job Description
Title: Staff Product Manager, Data & Applications
Location: Remote – US
See yourself at Twilio
Join the team as our next Staff Product Manager
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we’re headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We’re on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we’re looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the job
This position will help define, shape and execute the core foundational services strategy at Segment. Segment is the world’s leading Customer Data Platform. 25000+ businesses trust Segment to collect, clean and activate their data at unprecedented scale. Our customers have come to rely on us to power some of their most mission critical business goals and it is important that we continue to build & improve Segment’s core pipeline services & features that can scale to meet their needs reliably. This product lead will help us achieve that.
This leader will collaborate closely with engineering, UXR & GTM teams to build scalable solutions for some of our largest enterprise customers. Someone with a strong technical product management background and prior experience building large scale enterprise platform services will be a perfect fit for this role.
Responsibilities
In this role, you will:
- Own the vision and roadmap for multiple products & services.
- Work closely with customers, understand their unique requirements, quickly absorb their nuanced interpretation of various scale, reliability & security requirements and guide the team to build a strong roadmap and vision.
- Lead the solution brainstorming, implementation, and ongoing monitoring of all major new products and features, in the enterprise foundational services space to ensure security, scale, reliability and trust concerns are addressed.
- Manage cross team partnership with architects, engineering leads, Professional Services, legal and other internal stakeholders to build scalable solutions across the Twilio Data and Applications group.
- Mentor and guide PMs in the team and help uplevel product craft for the entire organization.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
- Platform first mind set with a strong commitment to scalability, security, resiliency, and stability.
- Exec presence and highly comfortable presenting very complex technical solutions to a large audience
- Ability to connect the dots and clearly articulate the why’ and the what’ and tie them back to business goals and priorities.
- Excellent interpersonal, written, and verbal communication skills
- Ability to develop effective relationships and partnerships with internal/external business partners at all levels of the organization
- Lead by example and models a passion for the business as well as demonstrates a proactive and solution-oriented style
- Analytical, with strong problem-solving abilities and creative resolution skills
- Track record of working on high-throughput, low-latency, and highly available distributed systems
APPLY HERE
by Ronald Barron | Oct 4, 2023 | Uncategorized
Job Description
Principal Technical Program Manager
Location: Remote – US
See yourself at Twilio
Join the team as Twilio’s next Principal Technical Program Manager
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we’re headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We’re on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.
About the job
This position is needed to join the Office of the CTO. You will be expected to imagine, propose, design, and execute programs that impact all R&D teams at Twilio. Acting as the hub in a world of spokes, with technical aptitude and a whole company mindset, you will be responsible to design and lead programs to set, document, and disseminate standards, track their adherence with metrics, create communications pathways for thousands of people to share and learn, and to raise the bar on how R&D does its job at Twilio.
Responsibilities
In this role, you’ll:
- Develop and execute program planning and prioritization.
- Lead meetings with key stakeholders for each program to make key decisions, remove obstacles, and address key program issues.
- Develop and execute internal operational processes at scale.
- Lead and manage successful delivery of high impact and highly cross-functional initiatives.
- Document and instill good practices throughout the organization.
- Synthesize many different and sometimes competing business processes and needs to help distill best practices and guide pilot/beta/standardization processes to share.
- Establish and drive adoption of program frameworks, tools and best practices.
- Lead the definition, development, and tracking of OCTO goals and priorities.
- Gather data from various teams and industry best practices to lead the definition and adoption for optimal operational efficiency.
- Be an agent of change as we strengthen our Technical Program Management across the organization.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
- Must be humble, helpful and hands on.
- Must be empathetic for the plight of individuals as you attempt to run your programs.
- Structure and lead complex cross-functional programs for product and cross-company initiatives. Must be able to effectively plan, organize, and drive programs to completion.
- Drive towards continuous improvement through analyzing data and inspect & adapt practices to work with agile teams to improve processes.
- Demonstrated skills creating information architectures and strong written communications skills are an absolute must.
- Drive transparent communications of the health and progress of an overall program that you are coordinating. Ability to effectively communicate across all levels of the organization.
- Ability to handle multiple competing priorities in a fast-paced environment.
- Demonstrated track record of being fully accountable for outcomes, with a demonstrated ability to think strategically and optimize for the greater company.
- Gather and analyze large amounts of information quickly in order to problem solve and drive decision-making effectively
- Must demonstrate a sense of urgency and ownership to drive solutions and tasks to completion
- Be an agent of change as we strengthen our Program Management across the organization.
- Material experience with implementing multiple different Agile processes in R&D organizations is a must. Living true agile in your heart is a key need.
Desired:
- 10+ years experience in technical program management, project management.
- BA/BS degree in computer science or similar degree.
APPLY HERE
