Job Description
Summary :
In this role, you will take ownership of the quality for a specific line of business associated with a product in Vivint’s portfolio You will become a subject matter expert (SME) on this product and work collaboratively with various teams to ensure that customers receive the intended experience.
As part of the quality and troubleshooting team, your responsibilities will include minimizing customer effort, reducing contact volume, proactively identifying product issues, and collaborating with internal teams to implement fixes and prevent future customer inquiries.
This position is ideal for a self-starter who is proactive and passionate about solving complex problems.
Primary Responsibilities :
- Own the product’s success metrics, ensuring alignment with company goals and customer needs.
- Create technical instructions and technical plans, train technicians, engineers and other team members
- Create a strategy to proactively identify and address software / hardware issues and prevent them all together
- Develop and maintain troubleshooting workflows to assist the customer support team in resolving the issue quickly.
- Analyze product related customer support data to identify trends, reduce support costs, and improve customer experience by minimizing customer effort.
- Routinely inspect defective devices and identify potential hardware / software problems
- Develop and implement QA processes to ensure high-quality standards for product performance and reliability.
- Become the SME for both the hardware and software aspects of the product line, providing guidance to cross-functional teams.
- Collaborate with the customer support team to gather feedback, address concerns, and enhance product features based on customer insights.
- Monitor and report on key performance indicators (KPIs) related to product quality, support efficiency, and customer satisfaction.
Required Skills, Experience & Education :
- Proven experience in product management or ownership, preferably in the tech / security industry.
- Strong understanding of quality assurance processes and methodologies.
Preferred) 3-4 years of Experience working with lean methodologies such as RCA, Fishbone, DMAIC, Process Improvement.
- 4-5 years working with complex data sets, extracting clear and actionable data points.
- Exceptional communication and collaboration skills.
- Ability to work independently and manage multiple projects simultaneously.
Preferred Skills, Experience & Education :
- Six Sigma / Lean certification (Nice to have, not required)
- Same as above
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