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Job Description
- Serve as the point-of-contact (POC) and lead for PM/Eng partners on consumer support strategy and issues and represent gUP in cross-functional meetings
- Support product launches, escalate product issues, own insights reporting and drive recommendations to drive actionability on addressing top user issues
- Maintain a pulse on user feedback, provide prompt and proper resolution of technical issues, and provide meaningful feedback to product teams to improve the user experience.
- Manage feedback operations (issue taxonomy, quality audits, strategy) and feedback launch readiness to enable high quality user insights.
- Lead strategic programs that integrate user voice across cross-functional teams and inform the product development lifecycle. Partner with key Product and cross-functional decision makers Engineering, Product Management, UX, Analytics, Content, Technology, etc.