Manager, Product Experience-Carmel, IN (Hybrid)Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.
Job Summary:The Product Experience Manager will lead a team of Product Experience Specialists. They will assist in defining, planning, and driving product experience-based testing of new and updated Allegion products. The Product Experience Manager will collaborate directly with Product Development, Product Management, Product Lifecycle, Engineering, Technical Services, and other key internal and external stakeholders in the NPD process. They will be involved with PACs Beta process for our RealSync technology. The Product Experience Manager will manage a project-based team that focuses on creating and facilitating validation testing from a customer perspective. This is a player/coach role where the manager will lead a team as well as take on projects of their own. In addition to owning the product experience processes, the Product Experience Manager will have significant responsibility in driving employee engagement, developing Product Experience Specialists, and managing internal and external relationships.
What You Will Do:- Work closely with key internal and external stakeholders to effectively communicate witnessed and anticipated customer interface and experience-based concerns to drive user expectations into our new product offerings.
- Develop and challenge the status quo to improve performance through systems utilization and process improvements aligned directly to the voice of the customer to drive sustained customer centric culture.
- Manage inputs from the team to develop and deliver product training materials that fully explain new products, answer anticipated customer questions, and provide solutions.
- Collaborate with Technical Publications, Product Management, and the NPD teams to ensure documentation is delivered timely and accurately.
- Collaborate with the Sales organization to identify locations for effective field testing in different environments.
- Partner with call center and field specialist support teams to ensure they are prepared and knowledgeable for new product launches; this includes, and is not limited to, providing training, supporting documentation, and product details.
- Foster a collaborative atmosphere for the review of historical customer feedback and consult with current customers, marketing, sales, and product support to understand attributes of similar products offered and identify customer experience improvement opportunities and features in each new product offering.
- Develop and coach the team to help them define and verify anticipated customer experience issues and concerns with new products or products with significant updates, while focusing on the real customer experience being delivered.
- Discover and identify creative ways of testing methodologies to deliver key information early (Gate 1 or Gate 2) to the NPD team to allow for agile reactions to correct product development.
- Perform early prototype product, minimal viable product testing and system validations with use case driven scenario testing to discover, manage, and avoid product frustrations and fielded product problems.
- Drive common features across similar products so that Allegion products interface and work better together.
- Advance the Collaborative atmosphere to work closely with project teams, business stake holders and external vendors or contracted sources to define actions, budget, and schedule customer experience validations with actual product installations and real-life installations and product use at customer sites.
- Support Beta projects with Allegion partners across all Brands affected.
- Provide supervision to the team for all aspects of performance management including interviewing, hiring, training, employee development, performance management, discipline, recognition, monthly report outs, individual performance metrics.
- Report on findings and issues from the Product Experience Team to the appropriate business leaders.
- Conduct team meetings for related business needs and to drive employee engagement.
What You Need to Succeed:- 3-5 years' experience working with:
- Implementation and use of consumer/commercial electronic locking and security devices
- Customer facing Use Cases development and User Interface standards
- Bluetooth and Wi-Fi product connectivity and use
- Experience in Access Control and Electronic Security Industry a plus
- Bachelor's degree in Engineering, Information Technology, Business Administration or related degree
- Must be computer literate and comfortable working with Microsoft Office Applications
- Strong knowledge of Electro-mechanical Locking Devices, Gateway/Bridge Communication, Access Control, Mobile Applications, POE power, and Cloud components
- Great presentation skills for customer-facing communications and internal business stakeholder product documentation and training
- Mechanical inclined, able to use small hand tools effectively
- Excellent verbal, written, computer, and presentation skills
- Ability to clearly communicate complex solutions in ways the customer will understand and be able to successfully use
- Effective communication of the customer experiences to the technical development team
- Documentation and training technical product support teams
- Communicating Product Experience needs/issues with the Product Experience Manager
- Travel up to 25%
Why Work for Us? Allegion is a Great Place to Grow your Career if: - You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".
- You're looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
- You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!
- You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.
What You'll Get from Us: - Health, dental and vision insurance coverage, helping you "be safe, be healthy"
- A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
- Health Savings Accounts - Tax-advantaged savings account used for healthcare expenses
- Flexible Spending Accounts - Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
- Disability Insurance -Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
- Life Insurance - Term life coverage with the option to purchase supplemental coverage
- Voluntary Wellness Program - Simply complete wellness activities and earn monetary rewards
- Employee Discounts through Perks at Work
- Community involvement and opportunities to give back so you can "serve others, not yourself"
- Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching
Apply Today! Join our team of experts today and help us make tomorrow's world a safer place!
Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.
