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LogMeIn Director, Care Support Platform Services (remote-centric) in Boston, Massachusetts

Job Description

Overview

LogMeIn is actively searching for a Director, Care Support Platform Services to join our Digital Workplace Technology team. Reporting to our VP, Digital Workplace Technology, this role will focus on supporting the growth and transformation of industry leading SaaS solutions, including, GoToConnect, GoToMeeting, GoToWebinar, Rescue, Grasshopper and LastPass.

The vision of our Care Support Platform (CSP) is to provide an evolving support ecosystem that drives loyalty by exceeding customer expectations. We achieve this by providing delightful, open, and simple support experiences that our customers love. Our goal is to evolve the self-help platform so that our self-help is personalized and relevant in meeting our customers’ needs at the right place, at the right time and across devices.

As the Director of Care Support Platform (CSP) for LogMeIn (LMI), you will establish an exciting vision for how self-help and self-service solutions can deliver experiences that our customers love.

This is a remote-centric position. For this particular role, LogMeIn is open to hiring within the contiguous United States or within the Province of Quebec, Canada.

Responsibilities

  • Co-own (jointly with the VP of Care Operations) the vision, strategy, and roadmap for CSP that will evolve with and across all LMI product lines

  • Building, leading and coaching a product development team across multiple sites in the U.S. and Hungary, which includes Product Managers, Software Engineers and Technical Architects

  • Closely partner and collaborate with Care functional leads to ensure the continuity of customer journey between online and assisted support experiences. Understand the impact of the web experience on the operations of assisted support group

  • Understand and plan for how the CSP platform interacts/integrates with other customer support systems (Salesforce, ININ telephony, live chat, chatbot, etc.)

  • Partnering with LMI’s product groups to create in-product help/service experiences

  • Partner with Marketing/eCommerce group to ensure alignment and consistency of brand and web design

  • Innovating on behalf of our customers who seek to interact with the LMI products via self-service, including but not limited to support for a problem or question or self-service account management

  • Working with Product Managers to develop product plans that contain initiatives and strategies that align with our company objectives

  • Developing deep customer insights using quantitative and qualitative data through customer research and analytics to support recommendations for web channel solutions

  • Envisioning, designing, and delivering a seamless handoff from self-service to agent-assisted support

  • Collaborating with design, engineering, usability, analytics, and product teams both within customer service and across the company to test and launch self-service features and products

  • Driving definition of scope, business case development, and approval of requirements

  • Working with creative resources to drive development of necessary content and experiences

  • Leveraging A/B in-market testing to drive innovation, according to relevant developments in the wider market

  • Having a fundamental understanding of all upstream and downstream systems and processes; analyzing and risk-managing the technology impact of any changes

Qualifications

  • A digital support leader that is customer obsessed, bold innovator, who practices lean and focused way of executing projects and is deeply passionate about the Care Support space. This person should bring people and teams in the organization together to achieve the missions and goals of the company

  • A person who is a lifelong learner, who is not afraid of making recommendations on how to solve problems and is a subject matter expert in Care Support (especially from a digital perspective)

  • Excellent understanding of the processes & technology used in the customer service domain (including web development, web-user interface design and user experience)

  • One who nurtures talent, by sharing domain knowledge and wisdom to anyone who asks. Doesn’t hesitate to step in and provide best practices and frameworks. Encourages mutual sharing and learning through interactions with others, even in an informal capacity

  • 8 years of related experience preferably within a technology environment

  • 5+ years’ experience in Product Management, Customer Service or Web Analytics and development and 3+ years management experience

  • Demonstrated track record of success working with cross-functional teams with the ability to sell ideas and plans to internal constituencies, executives, customers, and partners

  • Able to inspire and influence teams to band together and charge towards a common company goal (vs optimizing only for individual teams)

  • Analytical and quantitative skills; mastered “test, measure, learn” feedback loop skills (always close tests / experiments with data). Can clearly define the target customer, their problem, and the unique value we deliver

  • Proven track-record developing customer self-service and agent-assisted support experiences and have some experience in designing customer-facing products and services

  • Able to manage a major project, including the various moving parts and complications, adapting as the project progresses. Makes no excuses - takes responsibility for decisions. Finds opportunities to give the spotlight to the team when it outperforms. Has the courage to step up and defend decisions, and the capacity to learn from criticism

  • Develops the team by harnessing growth opportunities, assigning challenging goals, investing in the team’s continual improvement

  • Demonstrated strong attention to detail including precise and effective customer communications

LogMeIn Product Portfolio: https://www.logmeininc.com/products

Keywords : A/B Testing, Analytics, Brand, Communications, Cross-Functional, Customer Care, Customer-Facing, Design, Digital, eCommerce, Engineering, Innovation, Integration, Leadership, Partner, Process, Product Manager, Research, Risk Management, RPJ, SaaS, Self-Service, Strategy, Support Web, Systems, Technology, Vision

About

LogMeIn’s category-defining products unlock the potential of the modern workforce by making it possible for millions of people and businesses around the globe to do their best work simply and securely—on any device, from any location and at any time. A pioneer in remote work technology and a driving force behind today’s work-from-anywhere movement, LogMeIn has become one of the world’s largest SaaS companies with tens of millions of active users, more than 3,500 global employees, over $1.3 billion in annual revenue and approximately 2 million customers worldwide who use its software as an essential part of their daily lives.

At LogMeIn, Inc., we build category-defining products that unlock the potential of the modern workforce, making it possible for millions of people and businesses around the globe do their best work, whenever, however, and most importantly, wherever. We’re a pioneer in remote work technology and a driving force behind today’s work-from-anywhere movement, and have become one of the world’s largest SaaS companies with tens of millions of active users, more than 3,500 global employees, over $1.2 billion in annual revenue and more than 2 million customers worldwide who use our software as an essential part of their daily lives. We’re headquartered in Boston, Massachusetts with additional locations in North America, South America, Europe, Asia and Australia.

LogMeIn, Inc. is committed to providing equal opportunity in employment to all employees and applicants for employment. No employee or applicant shall be discriminated against in the terms and conditions of employment on the basis of race, color, religious creed, gender, sex, pregnancy, religion, marital or domestic partner status, age, national origin, ancestry, physical or mental disability (including AIDS/HIV), medical condition, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, application for or denial of family and medical care leave and/or pregnancy disability leave, or any other basis protected by federal, state or local law or ordinance or regulation. LogMeIn, Inc. also prohibits discrimination based on the perception that anyone has one of these characteristics or is associated with a person who has or who is perceived as having any of those characteristics.Each officer, manager, and employee is expected to support, cooperate with, and carry out this policy. Any employee who believes he or she has been the victim of employment discrimination, or has witnessed discrimination in the workplace based on any of these factors should report the matter immediately to Human Resources.

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