Manager, Product Support

Job Title: Manager, Product Support

Team: Product

Location: In-Person in Atlanta (GA), Chicago (IL), Newark (NJ), or New York City (NYC) 

Employment Type: Full-time

FLSA Classification: Exempt

Start Date: ASAP

About Braven

Braven is a career-accelerating program that prepares promising young people—many of whom are people of color, from low income backgrounds, and the first in their families to attend college—to secure a strong first opportunity after college graduation. 

We work with higher education and employer partners to offer a life-changing experience that begins with a semester-long course for college students followed by support that lasts through graduation.  

Together, we are helping to open up access to the American Promise, empowering a generation of leaders who mirror the diversity of our country.

To learn more, take a look at Braven’s Impact Report and Jobs Report.

About the Role

In order to achieve its ambition of serving 80,000-100,000 Fellows over the next decade, Braven is hiring a Manager, Product Support who will own the administrative and support functions for third party platforms at Braven.

You will serve as a Subject Matter Expert for our third party platforms and will work closely with project managers to incorporate new functionality and feature requests into a roadmap that helps ensure our systems are scalable. You will also perform quality assurance checks on the functionality of new engineering fixes and features and play a leadership role in translating the problems you see into recommendations to solve issues more systematically.

This role is on the Product Team and reports directly to the Director, Product Support.

What You’ll Do 

• Platform Administration (65%)
• Serve as one of the central points of contact on the Product Support team for Braven’s core technology products, inclusive of fully understanding the functionality of the third party platforms 
• Coordinate with key internal stakeholders on a regular basis to provide relevant updates that impact their day-to-day operations and to push content updates to platforms 
• Design and implement trainings on core products for staff that interact with products in their roles
• Project Management (20%) 
• Collaborate across key stakeholders to determine the scope and capacity needed for new product launches and ongoing support
• Evaluate product support infrastructure and identify areas of risk and standard operating procedures for customers and staff
• Audit current processes and make recommendations for improvement, both in training and delivery of support 
• Communications (10%)
• Help create communication plan for roll out of new features or bug fixes across key stakeholders (internal and external)
• Communicate key themes that emerge through support requests to identify potential areas for development updates 
• Other duties as assigned (5%)

Requirements

Minimum Requirements

• At least 5 years of work experience
• At least 3 years of Customer Experience or Product Management experience in a technical support role
• Proficiency in a ticketing system software, such as Jira Service Management, ZenDesk, or others
• Experience with Salesforce, Google Suite, Zoom, and Slack
• Knowledge of modern software development practices and concepts such as Agile, Waterfall, Scrum, DevOps, Lean, etc.

Preferred Qualifications

• Bachelor’s degree
• Strong communicator and facilitator, able to present ideas and content in a concise, clear, engaging way and able to adapt your approach to meet the needs of a variety of stakeholders, including technical and non-technical teammates
• Experience with data visualization tools (ideally Tableau), student experience platforms (ideally Pathify), Learning Management Systems (ideally Canvas), and project management platforms (ideally Jira Work Management)
• Strong initiative and ability to work independently with limited direction
• Commitment to continuous learning and improvement and comfortability seeking out, receiving, and implementing constructive feedback without taking it personally
• Excellent ability to collaborate effectively and cross-functionally with teammates and problem solve at the systems level
• Passion for our mission and those whom we serve as evidenced by an unwavering customer service orientation and drive to set others up to do their best work.
• Comfortability with ambiguity and working in the gray, while being excited about and able to convert that gray into black and white.
• Willingness to roll up your sleeves to get the work done that will propel Braven through this growth phase.
• Demonstrated commitment to equity and inclusion.
• Exemplification of Braven’s core values.
• Experience that has informed your belief in Braven’s mission and has prepared you to work with, or for, Braven’s student Fellow population.

Please know that no one ever meets 100% of the preferred qualifications. If much of this describes you, we encourage you to apply.

Work Demands

• Ability to work in-person in Atlanta (GA), Chicago (IL), Newark (NJ), or New York City (NYC) at least 3 days per week
• Ability to work some evenings and weekends to support 10-15 events per semester (both virtual and in-person)

Additional Requirements

• Authorized to work in the U.S.
• Must be fully vaccinated against COVID-19 and provide proof of such by the date of hire. Individuals may claim exemption from the vaccine requirement for medical or religious reasons.

Application & Interview Process

While the interview process may vary slightly, the general process will be:

• Phone screen with Talent Team member
• Performance Task
• Interview with Hiring Manager
• Panel Interview with Key Partners
• Reference Checks

Benefits

Compensation and Benefits

The salary for this position, which depends on prior work experience and our assessment of your demonstrated fit for the role, will likely be between $49,000-61,200 in Atlanta, $51,500-$64,400 in Chicago, and $56,800-$70,900 in New York/Newark. Braven offers competitive base salaries based on the midpoint of the market among not-for-profit organizations of similar size, with opportunities for salary growth over time. We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact on behalf of the organization, and take internal and external equity seriously. Given our commitment to equity, Braven does not negotiate salary offers; instead each salary offer is determined carefully using external and internal benchmarking. You will have an opportunity to discuss salary in more detail after you begin the application process.

Braven also provides competitive, comprehensive benefits, recognition, and career development. While Braven reserves the right to change benefits at any time, current benefits include: 

• Unlimited vacation time in addition to org-wide holidays and week-long shutdowns in July and the end of the calendar year (this is a minimum of 19 days per year)
• Match of your 401K contribution up to 5% of your base annual salary, starting your first full month
• Coverage of 85% of health insurance premium for employee and dependents
• A one-month paid sabbatical after 4 years on staff

Location

We gather in the office at least 3 days per week (on Tuesday, Wednesday and Thursday) and often work remotely 2 days per week (although certain commitments might adjust that from time to time). Therefore, this role requires teammates to live within commuting distance of one of our hubs: Atlanta, Chicago, Newark, or New York City. We believe in the magic, connection, and collaboration that happens when people work together face-to-face and we believe in giving people flexibility to focus, balance personal priorities, and save themselves two commutes per week.

Commitment to Diversity, Equity, and Inclusion 

At Braven, we are committed to attracting, engaging, developing, and retaining a diverse team. Braven operates in the context of our American culture, against the backdrop of systemic racism and oppression of marginalized people since our country’s founding. We are committed to assembling leaders at our organization who have emerged from everywhere, with a particular emphasis on those who share the racial and income backgrounds of our Fellows, and creating an inclusive culture that allows all teammates, of all experiences and identities, to thrive.  

Braven is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.  We encourage talented individuals of all backgrounds to apply.