Define and ensure delivery of advanced support readiness activities before new device launches, features, content changes, promotions, and major events. Readiness activities include consumer self-help messaging and documentation, agent training, process documentation, and reporting.
Define, champion and lead the implementation of innovative support strategies to raise product recognition.
Translate product needs into support requirements to drive consensus with executive management and partners.
Define and review the customer journey with other Product leaders such as engineering, marketing, and design departments to highlight risks and work on mitigation strategies.
Host cross-functional meetings with a large number of contributors to ensure objectives are met and each meeting is followed up with notes, actions, and owners.
Prepare and present support plans, incident recaps, and ef