Accessibility Product Support Strategic Manager

Job Description:

• We harness both technical expertise and large-scale operations to bring the magic of client support to our users.

Responsibilities:

• Help make the client products more accessible and help support 15% of the world s population that have a disability.
• As an Accessibility Product Support Strategic Manager, you will drive to enhance the accessibility of the client Support.
• You'll champion product improvements by translating user feedback into actionable insights and collaborate across diverse teams to deliver exceptional, accessible support solutions.
• Drive programs to help the client meet accessibility support standards and requirements
• Coordinate and work with cross-functional client teams, including vendor management, content, and engineering to deliver effective user support.
• Develop business reporting utilizing operational data, support insights, and user feedback.
• Serve as the point-of-contact and lead for PM/Eng partners across the client products on identified accessibility issues.
• 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 and implement opportunities to improve support experience for users.
• Serve as the Accessibility lead and primary advocate within client Support.

Experience (Mandatory):

• 8 years of experience in a customer-facing, operations management or program management role.
• Empathy or experience with assistive technologies and supporting those with disabilities /accessibility needs is highly desired.
• Experience with project management, cross-functional collaboration, and stakeholder influencing.

Experience (Desired):

• 5 years of experience directly utilizing customer data & feedback across a variety of sources to develop insights that directly drive strategic decisions.
• 5 years of experience delivering customer support improvement projects for consumer products.
• Demonstrated ability to take ownership, prioritize effectively, & drive success within ambiguous environments with limited guidance.
• Demonstrated success in creating scalable processes & best Practices that enable others to be successful.
• Excellent communications skills and ability to structure a compelling storyline that brings data and insights to life.

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.