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Product Manager 1 - 15064

Vancouver, BC
Job Description:
The SmartHome & Solutions (SHS) Lab Trial Group is dedicated to experimenting with and testing new SHS product features and offerings with a friendly audience before we launch them to our customer base.
We are looking for an organized, creative problem solver with strong communication skills, troubleshooting skills, and a deep passion for customer experience to support the existing Trial Group customer base, run trials, improve processes and tools to streamline Trial Group operations, and evolve the program.

Your responsibilities would include:
- Strategically expand the program and on-board new trial group members
- Support existing trial group members
o Manage issues and co-ordinate with Customer Care primes to troubleshoot and action any issues experienced by trial groups
o Support / manage triage calls across groups (Trial Group, product management, field services, Customer Care, Tech Strat)
o Manage lab member data, including participation stats
- Work with product managers to develop, launch, and manage employee trials focused on experimental or ready-to-launch products within the SmartHome Security ecosystem
o Types of trials may include: New hardware, monthly app releases, larger projects, panel and camera firmware updates
o Triage and root cause all support issues stemming from employee trials
o Create ready-to-launch documentation to assist with channel readiness and customer enablement
o Analyze and prepare final presentations on all trials for stakeholder meetings and governance
- Process & tool creation and improvement
o Our Trial Group management is fairly high-touch right now. Streamline processes and create tools to reduce effort required to run group.
- Process internal SmartHome Security requests with setting up of demo environments to frontline training or customer facing displays

Besides day-to-day lab group operations and lab trial management, some potential projects you may be responsible for include:
- Delivery of tools and dashboards with Data Analytics team members to enable trial member selection (e.g. demographics, equipment type, etc)
- Delivery of participation rate tools and data - utilizing historic participation rates and creating new process to track per trial
- Delivery of a new future-proofed view of issues per SHS trial member
- Refresh of the trial group expectations, processes, membership, potential renaming/rebranding
- Develop financial profile of the program
- Develop scalable and sustainable CE support model for SHS trial members
- SHS P&S prime for software solution for trial management, in partnership with the TV lab

Skillset / Requirements:
- Comfortable with technology and technical support & troubleshooting, including hardware and software
- Demonstrated project management experience
- Demonstrated examples of creative problem solving
- Demonstrated examples of collaboration inside and out of current organization
- Action-oriented, self-starter, demonstrated examples of challenging the status quo and improving processes
- Strong written and verbal communication skills
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