Product Manager

RESPONSIBILITIES:
We are seeking a strategic and experienced Product Manager to lead the development and optimization of our Delivery System Help Center. This platform is a critical support hub for resolving delivery-related issues, empowering store associates, customer service teams, and delivery partners with the tools and information they need to succeed. In this role, you will define product strategy, manage the roadmap, and collaborate cross-functionally to deliver impactful solutions that enhance operational efficiency and customer satisfaction.

Key Responsibilities:
* Product Strategy & Vision: Define and execute a clear product vision for the Help Center platform that aligns with the broader delivery ecosystem and business goals
* Platform Ownership: Lead the end-to-end product lifecycle-from discovery and design to development, launch, and iteration
* User-Centered Design: Partner with UX/UI teams to ensure the Help Center is intuitive, accessible, and effective for a diverse set of users including store associates, customer support agents, and delivery partners
* Operational Efficiency: Identify and prioritize features that streamline issue resolution, reduce support volume, and improve delivery outcomes
* Cross-Functional Collaboration: Work closely with engineering, operations, customer service, and analytics teams to deliver high-quality solutions on time
* Dependency Management & External Collaboration: Understand and manage inter-team dependencies effectively; Build strong working relationships with external teams to ensure alignment, drive prioritization, and follow up on critical deliverables
* Data-Driven Decision Making: Monitor KPIs and user feedback to continuously improve the platform; Use data to inform prioritization and product enhancements

REQUIREMENTS:
* Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA or advanced degree is a plus
* 5+ years of product management experience, preferably in logistics, delivery, or support systems
* Proven success managing complex B2C and internal-facing platforms with multiple user personas
* Strong understanding of Agile methodologies and experience with tools like Jira, Confluence, Zendesk, or similar
* Excellent communication and stakeholder management skills
* Experience with customer support platforms, knowledge bases, or help desk systems is a strong plus
* Ability to synthesize technical and business requirements into actionable product plans
* Passion for solving operational challenges and improving user experiences

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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