BuzzFeed is hiring a

Product Support Manager

New York, United States

BuzzFeed is seeking a leader to manage Product Support Specialists within the Product Support team. The Product Support team monitors and communicates the quality and stability of BuzzFeed’s products across BuzzFeed’s owned and operated platforms.

You will have knowledge of our constantly evolving products and ensure that user feedback flows to the product team to fuel improvement and innovation. As an end-user champion, you will work closely with Product Managers, Project Managers and Engineering Leads and serve as the central point of contact for other departments. In this role, you flawlessly lead the support strategy for our product support operations. You also work closely with other product support team functions by coordinating appropriate communications, monitoring the effectiveness of the support team and identifying opportunities that will improve and scale our support strategies.

Candidates will be data driven, self-motivated, flexible to frequent changes and can think creatively to propose solutions and are passionate about problem solving. They will have led teams and will be able to demonstrate a sustained ability to develop talent. This role requires organizational vision, exceptional influencing and motivating skills, strong communication skills, an analytical mindset, and a deep understanding of the user experience. They will also be able to work successfully across teams and countries.

This job is based in our NYC office and reports to the Director of Project Management.

We offer competitive compensation with stock options, full benefits (401(k) matching), and tasty perks - including catered lunch twice a week, a well stocked kitchen and bagel Fridays. We have team outings and host special events like music breaks and summer film series.

Responsibilities:

  • Improve user satisfaction by developing a global triage strategy to drive down bug reports and end-to-end resolution time
  • Define processes to support the Product Support team in gathering insights around product use, stability and performance
  • Engage and partner with key product decision makers to communicate and realize support goals (Product, Engineering, Editorial, Creative, Business, Video, etc.)
  • Maintain a pulse on user feedback, provide prompt and proper resolution of technical challenges, and provide meaningful feedback to product teams to improve the user experience.
  • Identify trends and key insights to drive impact to team goals, including user experience and operational efficiency
  • Build empathy and passion for the user experience through partnership with Product and Engineering
  • Lead a team of Product Specialists across multiple offices (NY and LA currently)

Requirements:

  • 2+ years management experience, ideally in a role involving product management, strategy or operations
  • Experience in providing excellent communication both cross-functionally and to senior level stakeholders.
  • Ability to work independently on project deliverables in a fast-paced ambiguous environment with proven success in project management, execution and multi-tasking.
  • Experience leading and developing high performing teams
  • Ability to communicate the results of analyses in a clear and effective manner
  • Passionate about problem solving and the potential for innovative solutions