Technical Support Manager, Digital Products

Telecommuter

Full Time
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Planned Parenthood
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Posted 3 weeks ago

Planned Parenthood Federation of America (PPFA) is the national umbrella organization for the nation’s leading network of women’s health care providers, educators, and advocates, serving women, men, teens and families. Planned Parenthood Action Fund is the advocacy and political arm of PPFA. For over 100 years, Planned Parenthood has done more than any other organization in the United States to improve women’s health and safety, prevent unintended pregnancies, and advance the right and ability of individuals and families to make informed and responsible health care decisions.  
About the Digital Products team: The Planned Parenthood Digital Products team provides reliable and scalable applications and technology programs and services in support of health care delivery, sex education, advocacy, fundraising, and internal operations. This past year we were awarded the World's Most Innovative Company in Education from Fast Company.
The Technical Support Manager will lead the delivery of our Digital Products Help Desk support program for Planned Parenthood’s website content management system (CMS), analytics, online appointment scheduling (OAS), and other products in the PPFA ecosystem as customer service needs arise. This role will oversee responses to our affiliate and digital user customers’ reported incidents, investigate and resolve technical issues, analyze seasonal ticket velocity and ongoing trends, and identify opportunities for support improvements. The Technical Support Manager will ensure that affiliates have the product knowledge base and training tools required to be successful, and will collect and organize user feedback to deliver to our product strategy teams. The Technical Support Manager, Digital Products, will report to the National Director, Digital Products, in the Healthcare Division (HCD) of PPFA. HCD provides national frameworks for the delivery of health care and education to our patients, digital users, and supporters across the country.

Purpose

  • The Technical Support Manager will be successful when they create and lead a customer- support and training program that results in our various digital users (including affiliate staff, national office staff, and end users) having tools and customer service that deliver on not only mission-driven digital products, but also a mission-driven support experience.

Delivery

  • The Technical Support Manager, Digital Products, is responsible for:
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  • Defining, developing, and managing daily activities for the Help Desk support program, ensuring PPFA and affiliate stakeholders’ or other digital users’ technical issues are identified, prioritized, researched, and remediated in an efficient manner and in line with team and organizational strategic goals.
  • Establishing and socializing technical support program best practices and service level agreements (SLAs) by collaborating seamlessly with product, content, engineering, and digital analytics colleagues.
  • Providing clear and strategic thought leadershipon technical service support, including website quality assurance, analysis and reporting on platform issues, communication of business rules, and adherence to PPFA style guidelines.
  • Development and implementation of a content management system (CMS) knowledge library documents, technical support documents, and a written and video training curriculum.
  • Development and execution of communication plans with affiliate CMS users during product, engineering, and maintenance release cycles.
  • Leadership and mentoring for one direct report, a CMS Support Specialist, with the potential for more direct reports as our customer service program grows.
  • Directly resolving customer support problems or other bugs through front-end web development and content management.

Engagement

  • Liaison between PP affiliates and the Digital Products team, ensuring transparency and visibility into digital user challenges in cross-functional settings.
  • A key contributor to the support strategy around the evolution of the CMS system, utilizing analytical skills and strategic perspective to recommend solutions that will shape the CMS and enhance user satisfaction and mission impact.
  • Informative source of escalation and information for a variety of clients including peers in Digital Products, collaborators across PPFA, vendors, stakeholders, and senior leaders.

Knowledge, Skills and Abilities (KSAs)

  • Required professional experience:

  • 5+ years experience as a technical support specialist or similar customer support role for digital products.
  • Experience using help desk software (such as Zendesk) and remote support tools.
  • Excellent, upbeat written and verbal communication, including strong editing, grammar, and proofreading skills. 
  • Excellent organizational and prioritization skills, with some project management experience.
  • A basic understanding of HTML, content management systems, and Google properties, including Google Drive and Google Sheets.
  • Experience working closely and collaboratively with a variety of stakeholders.
  • Strong analytical and problem-solving skills, matched with the ability to tell a story with the data.

Required attributes

  • Self-motivation and ability to stay focused in the middle of distraction.
  • Ability to manage multiple simultaneous projects in a highly-matrixed environment.
  • Excellent interpersonal skills; ability to effectively liaise with colleagues on all levels in a distributed, multicultural, detail-oriented environment.
  • Ability to communicate and coordinate work effectively with stakeholders and colleagues who hold various priorities.
  • Resiliency in the face of multiple challenges and blockers.
  • Flexibility in applying standard technology practices to the unique needs of Planned Parenthood.
  • Exceptional customer service skills.
  • Strong written, verbal, and interpersonal communications skills.
  • Exceptional attention to detail while able to multitask.
  • A passion for Planned Parenthood’s mission, and dedication to using technology to expand access to the sexual and reproductive health resources and rights.

TRAVEL

  • Minimal
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PPFA participates in the E-Verify program. We are an equal opportunity employer and are committed to maintaining a non-discriminatory work environment. PPFA does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.  We're committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
Job tags: Cross-functional Customer service Front-end HTML Mentoring Project Management Training
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