Digital Accessibility Product Support Manager

Duration: 6 months contract

Job Description:

• Accessibility Support is a key offering with support agents serving thousands of users each month with tailored product assistance and troubleshooting.
• The Accessibility Support operation covers a wide range of customer issues, ranging from helping users with screen reader issues to identifying product bugs with engineering teams.
• This project will dive deep into the Accessibility Support operation, reviewing real support conversations to understand the support experience, identifying opportunities, and working with both the Product Support Manager and support agents on improving user outcomes.
• This project will also support general Accessibility Support business operations, including internal project management and communications.

Responsibilities:

• Lead support contact audit and review, becoming the subject matter expert in Accessibility Support performance
• Identify points of friction and opportunity areas in Accessibility Support, and work with the appropriate teams to develop plans of action in response
• Share and transfer knowledge to support agents and Product Support Managers to improve their product familiarity and user awareness to reduce general support friction
• Coordinate and work with cross-functional teams, including vendor management, content, and engineering to deliver effective user support
• Maintain internal business operations, including general reporting communications and miscellaneous program management

Experience:

• Understand and stay current with accessibility compliance guidelines. For example, WCAG and Section 508
• Operating knowledge and experience using screen readers on both web and mobile platforms. Platforms include TalkBack, JAWS, NVDA, VoiceOver, ChromeVOX
• Operating knowledge of accessibility features, such as: Talkback, Live Captions, Live Transcribe, Action Blocks, Select to Speak, Sound Amplifier, Magnification, Voice Access/Control, Switch Access/Control, and more
• Strong organizational and customer support skills
• Motivated and creative thinker with strong problem-solving aptitude

Skills:

• Accessibility Compliance
• Accessibility Feature
• Project Management
• Stakeholder Management

Education:

• Bachelor's degree or equivalent practical experience

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.