Associate Product Manager, Customer Portal

The Rock-It Company•Remote, US,

2h•$100,000 - $115,000•Remote

About The Position

The Associate Product Manager, Customer Portal is responsible for advancing the strategy and development of Rock-It’s customer-facing portals. Working closely with the CargoScience Product Owner and Development team, this role connects users with the development team, supports technology decisions, resolves technical issues, improves the user experience, and manages system improvements. The position includes handling user issues, escalating complex requests, defining feature requirements, and testing features and updates before deployment. The role is remote, with occasional travel to company offices and customer locations in the United States and internationally as business needs require.

Requirements

3–5 years of experience related to customer portals, information technology, business and process analytics, and/or freight forwarding.
Ability to travel internationally to support business needs as required.
Proficiency with, or ability to quickly become proficient with, general and specialized applications, software, and hardware used in the organization and industry.
General understanding of information technology procedures and practices, and willingness to continue learning.
Strong analytical and creative problem-solving skills.
Strong communication and customer service skills.
Strong organizational skills.
Proven ability to create and present audience-appropriate written and verbal communications.
Ability to maintain a positive attitude when working with diverse business groups and a global IT team.
Proven experience in user change management, including in an M&A environment.
Experience with technology enablement concepts.
Self-starter able to engage a remote team in project work.

Nice To Haves

Knowledge of ERP concepts and implementation.
A degree may be considered as experience; a degree is not required.

Responsibilities

Monitor and manage the Customer Portal ticketing system and support channels, triaging user requests and issues.
Improve customer support ticketing processes.
Ensure high-priority tickets are captured, assigned, and actioned appropriately.
Provide first-line responses and support for user tickets and requests; escalate issues as needed while maintaining prompt, thorough communication with users.
Review ticket requests, identify patterns, and group tickets that may become feature enhancements.
Gather requirements and scope new features and enhancement requests.
Participate in weekly development sprint planning meetings and raise high-priority or stagnant tickets for attention.
Produce and improve systems documentation and training.
Participate in system configuration and quality assurance testing, including developing test cases and procedures.
Participate in implementation meetings and scope solutions to define requirements for new implementation features.
Engage business units to improve existing systems and processes.
Research new system specifications.
Follow up and collect business feedback on provided solutions.
Perform other job-related duties as assigned.

Benefits

18 vacation days, 2 floating holidays, 7 sick days, and 11 paid holidays annually.
Medical, dental, and vision plans.
Employer contributions to an HSA for employees who choose a high-deductible health plan.
Telemedicine through MDLive and mental health support through an Employee Assistance Program.
401(k) match.
Employer-funded basic life, AD&D, short-term disability, and long-term disability insurance.
Paid parental leave for all parents.
Continuing education reimbursement.
Charitable donation matching.
Free tickets to client events when available.
Company events, including birthday lunches, sports outings, and volunteer opportunities.
Optional supplemental accident, critical illness, and hospital indemnity insurance.
Optional pet insurance through MetLife.
Potential discounts on home and auto insurance through Farmers Insurance.