Manager, Product Experience

Allegion•Carmel, IN

3d•Hybrid

About The Position

At Allegion, we help keep the people you know and love safe and secure where they work and visit. This role offers the benefits of our dynamic hybrid work model—combining in-person collaboration for meaningful moments with the flexibility of remote work. We are committed to fostering a healthy work-life balance and building meaningful connections, ensuring you have the tools, resources, and support needed to excel in any environment. The Product Experience Manager will lead a team of Product Experience Specialists. They will assist in defining, planning, and driving product experience-based testing of new and updated Allegion products. The Product Experience Manager will collaborate directly with Product Development, Product Management, Product Lifecycle, Engineering, Technical Services, and other key internal and external stakeholders in the NPD process. They will be involved with PACs Beta process for our RealSync technology. The Product Experience Manager will manage a project-based team that focuses on creating and facilitating validation testing from a customer perspective. This is a player/coach role where the manager will lead a team as well as take on projects of their own. In addition to owning the product experience processes, the Product Experience Manager will have significant responsibility in driving employee engagement, developing Product Experience Specialists, and managing internal and external relationships.

Requirements

3-5 years’ experience working with: Implementation and use of consumer/commercial electronic locking and security devices
Customer facing Use Cases development and User Interface standards
Bluetooth and Wi-Fi product connectivity and use
Bachelor’s degree in Engineering, Information Technology, Business Administration or related degree
Must be computer literate and comfortable working with Microsoft Office Applications
Strong knowledge of Electro-mechanical Locking Devices, Gateway/Bridge Communication, Access Control, Mobile Applications, POE power, and Cloud components
Great presentation skills for customer-facing communications and internal business stakeholder product documentation and training
Mechanical inclined, able to use small hand tools effectively
Excellent verbal, written, computer, and presentation skills
Ability to clearly communicate complex solutions in ways the customer will understand and be able to successfully use
Effective communication of the customer experiences to the technical development team
Documentation and training technical product support teams
Communicating Product Experience needs/issues with the Product Experience Manager

Nice To Haves

Experience in Access Control and Electronic Security Industry a plus

Responsibilities

Work closely with key internal and external stakeholders to effectively communicate witnessed and anticipated customer interface and experience-based concerns to drive user expectations into our new product offerings.
Develop and challenge the status quo to improve performance through systems utilization and process improvements aligned directly to the voice of the customer to drive sustained customer centric culture.
Manage inputs from the team to develop and deliver product training materials that fully explain new products, answer anticipated customer questions, and provide solutions.
Collaborate with Technical Publications, Product Management, and the NPD teams to ensure documentation is delivered timely and accurately.
Collaborate with the Sales organization to identify locations for effective field testing in different environments.
Partner with call center and field specialist support teams to ensure they are prepared and knowledgeable for new product launches; this includes, and is not limited to, providing training, supporting documentation, and product details.
Foster a collaborative atmosphere for the review of historical customer feedback and consult with current customers, marketing, sales, and product support to understand attributes of similar products offered and identify customer experience improvement opportunities and features in each new product offering.
Develop and coach the team to help them define and verify anticipated customer experience issues and concerns with new products or products with significant updates, while focusing on the real customer experience being delivered.
Discover and identify creative ways of testing methodologies to deliver key information early (Gate 1 or Gate 2) to the NPD team to allow for agile reactions to correct product development.
Perform early prototype product, minimal viable product testing and system validations with use case driven scenario testing to discover, manage, and avoid product frustrations and fielded product problems.
Drive common features across similar products so that Allegion products interface and work better together.
Advance the Collaborative atmosphere to work closely with project teams, business stake holders and external vendors or contracted sources to define actions, budget, and schedule customer experience validations with actual product installations and real-life installations and product use at customer sites.
Support Beta projects with Allegion partners across all Brands affected.
Provide supervision to the team for all aspects of performance management including interviewing, hiring, training, employee development, performance management, discipline, recognition, monthly report outs, individual performance metrics.
Report on findings and issues from the Product Experience Team to the appropriate business leaders.
Conduct team meetings for related business needs and to drive employee engagement.

Benefits

Health, dental and vision insurance coverage
Unlimited Paid Time Off
401K plan, which currently offers a 6% company match and no vesting period
Health Savings Accounts
Flexible Spending Accounts
Disability Insurance –Short-Term and Long-Term coverage
Life Insurance
Tuition Reimbursement
Voluntary Wellness Program
Employee Discounts through Perks at Work
Community involvement and opportunities to give back
Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching