Software Product Manager, Customer Operations

About OmnidianOmnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries.  Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA
The JobAt Omnidian, our technology is critical to the success of the company, and Software Product Managers are critical to developing the technology that drives that success. Product Managers define our technology needs and drive alignment with cross-functional teams and business lines. They translate business goals into well researched, concrete solutions that can be delivered by Engineering and that produce measurable business value. 
Omnidian protects our client and customer investments by ensuring that we resolve issues impacting asset performance in a timely and efficient manner, always delighting the customer. We pride ourselves in our Proactive Issue Detection Services through which we identify issues before the customer or the client. Whether we are communicating with customers proactively about an issue with their system or responding to their inquiry, our goal is to provide a best-in-class customer support experience with every interaction. We are seeking a highly motivated Software Product Manager to develop solutions and automated business processes that drive efficiency and scalability of our internal teams, while also improving the experience for customers. We are specifically looking for candidates with experience building software products for Operations teams in call center environments as well as automating operational business processes. This role is highly cross-functional and will work collaboratively with our Operations, Finance, Client Success and Engineering teams to identify problems and develop technology-based solutions. This role will report to our Group Software Product Manager.

What You'll Do

• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
Product Management
• Help the company scale through technology-driven solutions Understand the direction of our products and influence our long-term technology roadmap
• Deeply understand our clients, customers, technology, processes and our business goalsBring a strong product mindset with the ability to identify core problems and prioritize effectively
• Collaborate closely with engineering and cross-functional stakeholders to execute the product development process
• Define and track success metrics for each project, and use data from feature performance to inform future decisions
Project Management
• Coordinate the execution of projects with multiple cross-functional stakeholdersMaintain a project management system that is usable and understandable
• Document meeting highlights, key decisions and action items
• Execute clear communication plans to keep stakeholders informed throughout the project lifecycle
• Identify and mitigate risks, and remove roadblocks to the efficient delivery of business value
• Balance multiple priorities and timelines simultaneously

Who You Are

• You understand technology, and how it can be leveraged for scale and business impact
• You are a diplomat with a strong product mindset and good listening skills 
• You lead with empathy not ego, and have the ability to internalize user needs and pain points as you translate them into technology solutions 
• You have an innate sense of curiosity
• You are comfortable working in a fast-pace, rapidly evolving start-up environmentYou are a strong collaborator who can drive and deliver projects without clear and explicit direction
• You can understand the big picture but also get into the weeds to understand details
• You are comfortable navigating conflict and ambiguity, where the path forward is not clear
• You have excellent written and verbal communication

Experience You’ll Need

• 2-5 years of product management experience at a technology company
• Experience writing functional specifications and product briefs
• Experience conducting user research
• Significant experience with Salesforce CRM, Service Cloud and Communities
• Experience with IVRs and call center technology, such as Amazon Connect

Experience That's a Plus

• Familiarity with Figma or similar wireframing tools
• Familiarity with Salesforce Marketing Engagement Cloud
• Familiarity with Netsuite
• Familiarity with Asana or other project management tools
• Experience working in a growth-stage technology company
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