Support Engineer, NPR Software – Features
Job Description:
• Coordinate Software Release Readiness by working with PMO, Product Managers, Engineering teams, and Quality Assurance
• Assist in building checklists, playbooks, and standard operating procedures for the NPR program
• Provide the Voice of Member perspective to ensure the member’s experience is prioritized
• Utilize data analysis tools to determine the success of product launches and provide readouts to PMO and Product Managers
• Analyze potential contact volumes as an input to forecasting with workforce management teams
Requirements:
• 8+ years in managing readiness of software launches for Customer or Member Experience (MX) teams
• Experience creating Standard Operating Procedures, Checklists, and Playbooks for CX/MX
• Strong technical knowledge of Software Development processes, App Releases, and Quality Assurance procedures
• Executive and cross-functional communication skills
• Experience using Jira or similar project management tools to track projects
• Strong customer service orientation
Benefits:
• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave
Apply Now
Apply Now
• Coordinate Software Release Readiness by working with PMO, Product Managers, Engineering teams, and Quality Assurance
• Assist in building checklists, playbooks, and standard operating procedures for the NPR program
• Provide the Voice of Member perspective to ensure the member’s experience is prioritized
• Utilize data analysis tools to determine the success of product launches and provide readouts to PMO and Product Managers
• Analyze potential contact volumes as an input to forecasting with workforce management teams
Requirements:
• 8+ years in managing readiness of software launches for Customer or Member Experience (MX) teams
• Experience creating Standard Operating Procedures, Checklists, and Playbooks for CX/MX
• Strong technical knowledge of Software Development processes, App Releases, and Quality Assurance procedures
• Executive and cross-functional communication skills
• Experience using Jira or similar project management tools to track projects
• Strong customer service orientation
Benefits:
• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave
Apply Now
Apply Now