Senior Product Manager , Support

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer more productive and more profitable. For the first time ever safety operations and finance teams can manage their drivers vehicles equipment and fleet related spend in a single system. Combined with industry leading AI the Motive platform gives you complete visibility and control and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100000 customers from Fortune 500 enterprises to small businesses across a wide range of industries including transportation and logistics construction energy field service manufacturing agriculture food and beverage retail and the public sector.

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About the Role:

The Product Manager (Support) will lead the product vision and execution for Motives customer selfserve support and knowledge experiences. Reporting into the Product & Strategy organization you will define how customers discover answers resolve issues faster and seamlessly transition to assisted support when needed.

Youll collaborate across Support Knowledge Design and Engineering to deliver intuitive help experiences implement sustainable content governance and introduce AIenabled discovery and guidance. People who thrive here are customerobsessed datadriven systemsthinkers collaborative and outcomeoriented.

What Youll Do:

• Own the endtoend strategy for modern selfserve support and knowledge experiences that reduce customer and Support Team effort and increase successful resolutions.
• Set the Product direction for the customer support experience to make it best-in-class and a truly productized solution akin to any other piece of the Motive experience that the customer encounters and likewise shape the internal Support team Product experience.
• Partner with crossfunctional teams to deliver clear information architecture consistent templates and scalable content workflows with measurable quality bars.
• Define and operationalize a metrics framework (e.g. selfservice effectiveness search satisfaction CSAT FCR) and run experiments to improve outcomes.
• Introduce and iterate AIenabled search knowledge and chat solutions and guided assistance patterns that accelerate discovery and improve handoffs to human technical support when appropriate.
• Align Help and Support experiences with the evolving support operating model ensuring segmentappropriate journeys and reduced transfers.

What Were Looking For:

• 5 years of product management experience building customerfacing platforms or selfservice/support experiences at scale
• Track record improving support KPIs (selfserve effectiveness/deflection CSAT FCR search satisfaction) through roadmap content strategy and experimentation
• Experience with knowledge management content IA templating feedback loops and analytics including collaboration with writers and support teams
• Familiarity with AIenabled support patterns (search guidance chat) and the ability to evaluate and integrate these responsibly
• Working knowledge of web UX and platform integration concepts to partner effectively with design and engineering on customerfacing changes

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds experiences abilities and perspectives.

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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.It is Motives policy to require that employees be authorized to receive access to Motive products and technology.