Employer Industry: Financial Services
Why Consider This Job Opportunity
- Salary up to $151,600
- Eligibility for performance-based incentive compensation, including cash bonuses and/or long-term incentives
- Comprehensive and competitive health, financial, and other benefits supporting total well-being
- Opportunity for career advancement and growth within the organization
- Work remotely from anywhere, offering flexibility in your work environment
What To Expect (Job Responsibilities)
- Analyze data from closed incidents and recurring support cases to identify systemic problems and trends
- Create and maintain dynamic dashboards in Salesforce and Tableau to track key problem management KPIs
- Collaborate with Engineering and Product managers to prioritize bug fixes and feature enhancements
- Lead the L3 Problem Management and Root Cause Analysis (RCA) processes within the customer service lifecycle
- Present findings and strategic recommendations to executive stakeholders to secure buy-in for long-term solutions
What Is Required (Qualifications)
- Bachelor's Degree or Military experience
- At least 5 years of experience in project management, program management, or a senior technical support role within a B2B SaaS environment
- Proven experience in data analysis and reporting, with the ability to translate complex data into actionable insights
- Expertise with data visualization tools (Tableau preferred) and CRM platforms (Salesforce preferred)
- Exceptional communication and presentation skills, with a demonstrated ability to influence senior leadership
How To Stand Out (Preferred Qualifications)
- 8+ years of Project Management experience
- Experience with cloud technologies (e.g., AWS, Databricks, Snowflake)
- Formal project management certification (e.g., PMP, PRINCE2) or ITIL certification
- Experience in building new processes and reporting frameworks from the ground up
- Familiarity with Salesforce, Jira, Confluence, and ServiceNow
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