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　　Senior Product Manager: Heroku Internal Support Tooling

　　Are you an innovative product leader who thrives in a fast-paced, collaborative environment and loves working with the best technology teams in the world? Do you have a passion for developer products and understanding how to price, package, and bill them? If so, this amazing role in our Heroku Product team could be for you!

　　This role oversees the support experience, managing both internal and customer-facing services for Heroku's customer support. The team ensures the maintenance, resilience, and security of support tools and automations. Collaborating with support, they aim to develop advanced tooling for engineers, enabling fast and insightful support. Additionally, the role involves envisioning and testing the future support experience, including customising Salesforce Service Cloud, making knowledge of the platform advantageous. This role has two primary responsibilities:

　　1.Own the support experience, tools, and services roadmap. Collaborate with the support tools engineering team to deliver on that roadmap, enabling the support team to work better and ensuring a seamless customer experience when using our platform and support portal. This will lead to an enhanced support experience for our customers.

　　2.Internally collaborate with the product team to make improvements that simplify supporting the product, aiding customers and the support team in resolving issues promptly. Various support teams require the best possible platform insight to streamline troubleshooting when customers raise concerns. These enhancements encompass, but are not limited to, improved logging, monitoring tools, analyzers, diagnostic tools, and more. Heroku is taking a big step forward this year with a significant investment in hiring, roadmap, and new technologies. You can help shape this exciting future! Read more at https://blog.heroku.com/

　　Responsibilities

　　Clearly articulate vision and provide directionAbility to communicate effectively across an organization with individuals who may be remote or local, from diverse cultural backgrounds, about a range of technical and organizational subjectsAbility to work effectively with peers throughout the organization to agree and achieve shared goalsExperience overseeing complex systems or managing teams with operational responsibilitiesExperience writing best practices and policies for your product area.Experience delivering with an engineering team, various support applications and tools that allow customer support agents to efficiently and effectively help customers, Including operating a web-scale platform (Heroku) that is using AWS and/or other container-based technologies.Build and own change management and training, while establishing feedback loops to drive continuous improvementWork with engineering to consider third party tools and when to incorporate features vs build.Develop OKRs to measure effectiveness of best practices, processes and toolingHave strong domain knowledge of your area,. Understand where your product/feature fits into the overall business and the rationale behind roadmap prioritizations. Build relationships with your development team.Show your stakeholders that you understand their concerns, keep them informed of important changes, and give them a voice in the product direction. Maintain healthy relationships with your engineering and UX colleagues.Collaborate with your team to establish and articulate a 6-month roadmap with a specific focus on your product and features. This includes consideration of customers, competition, and innovation.Demonstrate Salesforce values every day at work and are able to clearly articulate the value that the Salesforce Ohana culture brings to our business.

　　Qualifications

　　BS or MS in Engineering, Computer Science, or related disciplines or equivalent experience in technical leadership roles.Minimum of 2+ years' experience working as a product manager, delivering Paas services and related tools.Proven ability to influence and coordinate cross-functional teams to execute against a plan.Developing leadership, management, and strategic-thinking skills, with the ability to excite and lead others.Understanding of the enterprise PaaS products, customers, partners, and competitors.Excellent organization and communications skills, with experience communicating across groups with varying degrees of technical background.

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