Hybrid Customer Service Technology Manager bei Otter Products, LLC
Otter Products, LLC · Fort Collins, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in Fort Collins
Overview:
Otter Products is hiring for a Customer Service Technology Manager to join our team in Fort Collins, CO. This role can work a hybrid schedule.
The Customer Service Technology Manager is responsible for driving the strategic direction, optimization, and daily support of technology platforms used within the Customer Service department. This role serves as the primary liaison between IT, internal stakeholders, and external vendors, ensuring that technology solutions align with business goals and enhance operational efficiency. The Technology Manager plays a critical role in backlog management, demand creation, and user acceptance testing, while also providing hands-on support and troubleshooting for customer service systems. This role reports to the Customer Service Director and is a key contributor to enabling Customer Service strategy through technology.
About Otter Products:At Otter Products, we grow to give. From our founder’s garage in 1998 to the global technology leader we are today, Otter Products continues to drive growth through innovation. Through our industry-leading brands – OtterBox, OtterCares - we provide our partners the number-one selling and most trusted products in our categories. Our philanthropic spirit is the foundation on which we foster our partner relationships, allowing us to grow and to give - together. By way of our charitable arm, the OtterCares Foundation, we support our communities and invest in our future through education that inspires kids to change the world. And even as our global community of Otters continues to grow, our founder’s core values are still at the heart of everything we do. We measure our success by our ability to give back to our communities and strengthen opportunities for all. For more information visit otterproducts.comResponsibilities:- Strategic Partnership & Alignment
- Partner with IT and business leadership to define and evolve the strategic direction of assigned technologies.
- Serve as the primary point of contact for internal support teams and external vendors.
- Ensure technology capabilities align with departmental goals through ongoing collaboration with leadership.
- Business Engagement & Requirements Gathering
- Work closely with Customer Service teams to understand business processes, pain points, and improvement opportunities.
- Translate business needs into clear technical demands and requirements.
- Represent the voice of the business in scrum, sprint planning and steering committee discussions.
- Product Ownership & Agile Delivery
- Create and manage Demands, Epics, and Stories in collaboration with business and technical teams.
- Prioritize the product backlog and coordinate with the Digital Product Manager (DPM), other Product Owners, and Program Managers.
- Contribute to backlog grooming sessions and ensure stories are well-defined and actionable.
- Testing & Support
- Coordinate and oversee User Acceptance Testing (UAT) to validate solutions before deployment.
- Provide daily support for internal and external Customer Service teams, including troubleshooting and advisory services.
- li",201340122,"2",134233614,"true",469778129,"ulli",335572020,"1",469778324,"Normal"]}">Act as a subject matter expert for assigned technologies.
- Change Management
- Leads cross-functional change initiatives by developing strategic plans, engaging stakeholders, and driving adoption through effective communication, training, and reinforcement. Applies structured change management methodologies to ensure successful implementation and sustainability of organizational transformation.
- li",201340122,"2",134233614,"true",469778129,"ulli",335572020,"1",469778324,"Normal"]}">Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment.
- Other duties as assigned.
- li",201340122,"2",134233614,"true",469778129,"ulli",335572020,"1",469778324,"Normal"]}">Bachelor’s degree required. Experience in lieu of degree may be considered.
- Minimum of three years of experience in technology management, business analysis, or technology support within a customer service or call center environment required.
- Familiarity with customer service technologies (e.g. Salesforce Service Cloud, NICE, Infor M3, Shopify or Truepic) is required.
- li",201340122,"2",134233614,"true",469778129,"ulli",335572020,"1",469778324,"Normal"]}">Functional understanding of Agile methodologies and backlog management is preferred.
- Experience with demand management tools and platforms (e.g. ServiceNow, Atlassian Jira) is preferred.
- Understanding of software development processes, basic coding concepts, and relevant technologies is preferred.
- Understanding of change management methodologies (e.g. ADKAR, ProSci).
- Excellent Effective communication and stakeholder management skills.
- Ability to translate business needs into technical requirements and vice versa.
- Knowledge of product vision, roadmap, backlog management, user stories, and product lifecycle.
