Messaging Product Success and Delivery Manager

Location(s) US-UT-Salt Lake City
Job ID
2021-70981
Schedule Type
Full Time
Level
Associate
Function(s)
Systems Engineer
Region
Americas
Division
Engineering
Business Unit
Digital Workplace Eng
Employment Type
Employee

MORE ABOUT THIS JOB

Your Impact

Here at Goldman Sachs, The Product Success and Delivery Manager role is more than just a member of the team that is responsible for the digital transformation of e-mail and collaboration services to the cloud, they are responsible for injecting a “human first, customer centric” mindset into everything we do end-to-end. While primarily focused on scrum master tasks and service delivery activities, this role is heavily influenced by the Customer Success methodology, Six Sigma principles, Golden Circle concept, Agile principles, and basic technology project management. 

As part of the Email product management team, the individual will work with product management, engineering, and vendors to ensure users are engaged throughout the product lifecycle and that teams are working efficiently and transparently.  The successful candidate:

  1. Will be an engineer at heart, who has advanced knowledge of scrum prioritization activities and knows how to apply Agile principles, so they are complimentary to a Service & Customer Success delivery model
  2. Has the ability to articulate points of view in a logical, thoughtful tone that creates momentum and finds common ground among stakeholders and customers
  3. Is a great written and verbal communicator and has the ability to put the end-user experience at the forefront of all that we do
  4. Looks to market and evangelize new products, services, and features through relatable, value driven conversations
  5. Is a data lover to the core, that drives measurable outcomes to determine success
  6. Is a detail-oriented project manager, who is excited by the opportunity to put the Customer Experience at inception of technology conversations, solve user adoption challenges and transform business operations via technology and innovation 

The Product Success & Engineering Delivery Team partners with internal/external stakeholders across business units and functional groups globally to drive strategic e-mail and collaboration initiatives that deliver customer outcomes, while creating and maintaining an outstanding customer experience, at scale. This means dissecting and translating user business needs and requirements, prioritizing efforts into a product roadmap that is aligned with outcomes, success criteria and measurement. To put it simply, Product Success and Delivery Managers are the “Creators, Facilitators & Moderators of the Customer Experience” and are key to creating an environment of transparency, rigor, collaboration, value and speed in the design and implementation of the changes we are driving as a firm.  

RESPONSIBILITIES AND QUALIFICATIONS

How will you fulfill your potential?

  • Intimately Know Your Customer:   
    • Work with core delivery teams to identify, build, maintain, and evolve your relationship with stakeholders and customer base. We need to intimately understand pain points, success drivers, desired technology experience, ultimately knowing them better than they know themselves.
    • Drive customer business reviews, representing relatable value of deployed service/product within the customer environment using holistic metrics and alignment with stakeholder/business success criteria.
    • Be willing to enhance your “Human First, Customer Centric” mindset to encompass and exude “Intrinsic” behaviors that can be utilized across entire organization without the distinction of a specific Job Title or product/service attachment.
    • Develop and own the persona-based product/service adoption strategy.
    • Own the collection of technology and user experience feedback loop. Drive collective ownership among peer stakeholders to improve upon user friction points around process, delivery, or product.
  • Operating Rhythm & Risk Management: 
    • Manage the program delivery operating rhythm and milestones, ensuring that stakeholders are working towards common outcomes and clear timelines. Work with teams to craft content, frame and in some cases market ideas to generate the right level of discussion for different forums and audiences of various levels, including senior executives.
    • Proactively identify and manage key risks, issues, and dependencies. Ensure that stakeholders who need to collaborate are connected. Escalate as needed to facilitate removal of roadblocks.
    • Responsible for oversight and readiness of the product lifecycle and implementation plan to ensure execution timelines associated with rollout are in alignment with success criteria and business expectations.
    • Manage the completion of all enablement documentation for both technical support teams and end-users.
    • Responsible for overall product/service communication strategy, to include coordination and validation of all end-user communications for accuracy, transparency, and relatable information. Communications are inclusive of new products rollouts, enhancements, updates, migrations, and maintenance schedules. Goal is to create a seamless, simple, and pleasant experience. 
  • Cross-Company Planning & Alignment: 
    • Facilitate process of gaining shared vision and developing work plans by partnering with stakeholders across business units and functional groups. Guide teams through structured and principled approaches to solving problems. Surface tradeoffs and make recommendations.
    • Manage working with core Product & Delivery Stakeholders to implement GS HYPE framework and drive activities, hygiene, execution, and a great customer experience end-to-end for:
      • Security & Compliance
      • Communications
      • Engagement
      • Enablement (Training, Knowledge Management)
      • Support
      • Health Measurement
      • Reflection & Feedback 
    • Tracking & Accountability: 
      • Apply best practices that seek standardization and are encompassing, measurable and complimentary of the product life cycle, customer experience and end-to-end delivery program. 
      • Provide input that drives transparency, accountability, and rigor to continue evolving the customer experience and product delivery end to end. Own and maintain key work plans and action items.Work with Service Manager and Product Manager to ensure product SLAs are met and own end-user product communications in the event of an outage or incident. 
    • Thought Partnership & Business Analysis: 
      • Collaborate with business leaders to help recommend solutions and corresponding action plans for the business problems their work streams are solving. Provide quantitative and qualitative analytical support to support recommendations and identify new areas of opportunity.
      • Work in partnership with Product Delivery Managers, Service Delivery Managers and Spend Management & Automation teams to collect product/service, support, customer experience and feedback metrics. Manage the overall health of the customers. Develop metric muscle. 

Basic Qualifications

  • Bachelor’s degree in business or technical field 
  • 3-5 years of experience in Agile scrum, service management processes, running Agile ceremonies and performing program, product, project, technical, or account management. Comfortable in technical conversations and software development cycle.
  • 2 to 4 years of experience in a customer facing environment such as, Technical Customer Success position, Technical Account Management, Technical Service Delivery, Project or Program Management. 
  • High-level technical understanding of m365 office suite & VDI/SaaS/Hybrid/cloud platforms.
  • Experience in a customer/client facing engagement role. 
  • Great communication skills with a hint of marketing enthusiasm! Well-rounded interpersonal skill set with the capacity to build strong relationships with colleagues, stakeholders, leadership and customers. Strong communication (written/verbal), presentation and facilitation skills
  • Ability to work independently, prioritize work, resources while maintaining collaboration with other team members. Comfortable leveraging technology to effectively work with both in-person and virtual teams. Occasional travel may necessary
  • Candidates should be creative, innovative, and self-motivated with a history of high-quality execution and problem-solving.
  • Passion for growing one's skills, producing solutions to interesting problems.
  • Ability to context switch, manage multiple projects, tasks, activities simultaneously in a fast-paced and evolving environment with changing priorities.
  • Great editing, organizational and project management skills
  • Comfortable with ambiguity and excels at creating order out of chaos. Able to advance progress in gray areas and work through resistance or setbacks.
  • Bias for action and speed. Clears obstacles and navigates situations with a resourceful and creative approach.
  • Thinks both strategically and tactically--eye on bigger picture, while ensuring near-term concreteness
  • Able and willing to both lead and support. Will “go the extra mile” for stakeholders.
  • Passion for excellence and the desire to have a significant impact on the business. 

Preferred Qualifications

  • Familiarity with financial services workflows (sales, trading, investing, advisory, etc.) and collaboration platforms (Skype, Teams, Symphony, Zoom) preferred. 
  • 5+ yrs as a scrum master, running Agile ceremonies, specifically in product and service management.
  • 3+ yrs experience in a customer/client facing engagement role. 
  • 2+ yrs experience applying Six Sigma principles and project management.
  • High-level understanding of cloud, VDI, SaaS, hybrid, and IaaS solutions 

ABOUT GOLDMAN SACHS

The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

The Goldman Sachs Group, Inc., 2020. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.