Associate Product Manager (contract)

We are Indeed Flex. We Help People Get Jobs. Right now, we’re hiring!

The current staffing model is broken, with low wages and limited opportunities. As flexible work continues to grow, we’re taking a radically different approach: providing job seekers with control, ownership and choice, so employees can find the working patterns and scenarios to suit their lifestyles. In doing so, we aim to revolutionise the industry.

After demonstrating our approach throughout the UK under the Syft brand, we were acquired by Indeed.com in 2019 and we rebranded to Indeed Flex in 2020. With continued independence and phenomenal levels of support we’ve been able to accelerate our mission as we expand throughout the US as well as the UK. Fast growth creates tremendous opportunities - come and join a team of inquisitive, passionate, and driven individuals helping each other grow and building something meaningful!

Main Purpose

As an Associate Product Manager working on Support & Service Excellence at Indeed Flex - you'll act as a vital link between the Workforce Management Product & Engineering team and the broader Flex organization, ensuring seamless communication and resolution of customer issues. 

Your responsibilities will include prioritizing support tickets, deepening your understanding of our product's intricacies, and leveraging customer feedback to drive continuous product improvement. With your strong analytical skills and experience in software development, you'll contribute to making data-driven decisions and enhancing the overall customer experience while collaborating closely with cross-functional teams to achieve our goals and ultimately help people get jobs.

Responsibilities & Duties

• Act as a liaison between Workforce Management Product & Engineering and the wider Flex organization to ensure that customer issues are effectively communicated and addressed.
• Triage customer support tickets based on severity and customer impact, collaborating with the Engineering team to ensure timely resolution of critical issues.
• Identify support themes, advocate for operational priorities, and collaborate with other product managers and engineering partners to create and prioritize Jira issues
• Develop a deep understanding of the product and its features to provide accurate and helpful support to customers. This may involve creating documentation, FAQs, or knowledge base articles to help customers troubleshoot common issues.
• Use customer feedback and support data to provide recommendations for product improvements, enhancements, and new features that would address customer needs and improve the overall customer experience.
• Drive continuous improvement of support processes, implementing tools and training as needed.

Qualifications & Skills

• Experience in a fast-paced/ start-up environment
• Over 2 years of experience working on a software development team and using JIRA
• Bachelor of Science degree in Computer Science, Mathematics, Electrical Engineering or equivalent experience
• Strong analytical skills to interpret data. Ability to make data-driven decisions about product features and enhancements
• Excellent verbal and written communication skills to effectively communicate with cross-functional teams, stakeholders, and customers.

• Up to £350 per day (Outside IR35) for 12 Months

You’ll fit right in at Indeed Flex if:

• You’re a great communicator and highly collaborative. We’re best when we all pull in the same direction
• You don’t mind doing the work, whatever it is - you can see the impact at the end and you’re in it for the long haul
• Data is your heart and soul - you know you need it to drive you in the right direction
• You’re proactive and always willing to learn
• You can navigate the ambiguity and high levels of autonomy in a scale up environment - you know what we’re about and you want to be a part of it