EZ Knock - User Excellence Manager

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Ashley Todd is EZ Knock User Excellence Manager

Title: User Excellence Manager

Draft Date: 10-21-20

Modified Date: 10-29-20

Reports To: Program Manager/Product Manager

Department: Technology

Compensation Range: Consult HR

Travel: < 10%

Other: This is a full time position

Purpose: The User Excellence Manager will support the EZ Knock and WhoKnocked user experience by providing current, interactive learning materials, BOT based interactive support and Philippines based support when Tier 2 support(Relationship Managers) are unavailable. The User Excellence Manager will strive for the highest level of User and Product synergy through outstanding knowledgebase material, interactive content and industry leading support.

Key Skills and Experience: Comprehensive understanding of Intercom and similar messaging/engagement platforms. Willingness to be a forward thinker and deploy technology in an ambitious and aggressive fashion. Experience working in a cross functional team supporting mobile and web applications. Process Serving/Legal Industry Experience.

Job Duties Details:

· Identify and resolve help content deficiencies

· Draft, index and maintain help articles

· Directly manage Tier 1 Support in Philippines

· Offset Tier 1 and Tier 2 Support via BOTs

· Work directly with development and design teams to correct experience deficiencies

· Work directly with Business Development to leverage strengths

· Assist with product pre and post launch testing and validation

· Collaborate and improve Buyer experience and satisfaction

· Collaborate and improve Seller experience and satisfaction

· Provide leadership with reporting on key Support Metrics

· Provide leadership with reporting on usage metrics

· Collaborate with Business Development and Recruiting on Marketing Metrics

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