Senior Product Knowledge Manager

Job Description

The Senior Product Knowledge Manager will be focused on the success of Poshmark s support teams as well as the leadership of their own highly collaborative team. This is a great opportunity for someone with a desire to drive exciting, innovative projects, be part of product feature releases, and identify and solve issues. The Senior Product Knowledge Manager will report to the Director of Community Operations and will work collaboratively with the support leadership team to execute on projects that will result in significant impacts on the success of the team, the business, and our customers.The ideal Senior Product Knowledge Manager.

• Listens to and understands the needs of our Community team
• Prides themselves on their strong communication and collaboration skills
• Thrives off balancing multiple high-stakes projects at once
• Is excited about working on a diverse support ops team
• Is skilled in collecting and analyzing requirements from stakeholders and then planning/executing projects to meet those needs
• Is known for poking holes in logic, identifying open items and problem areas in workstreams, and ensuring each step of a project flow is confirmed and explicitly stated

Responsibilities:

• Provide leadership, guidance, and career development to a diverse team of project managers, specialists, and writers of varying skill levels
• Encourage team collaboration on all levels
• Creatively support team culture and morale
• Help shape team strategy and vision, establish team goals, and work with direct reports and leaders throughout the organization on strategies for executing, measuring progress and sharing results
• Drive Operations team goals and metrics
• Contribute to the Community department metrics and objectives
• Regularly propose opportunities for team growth and evolution
• Work cohesively with the Product team to understand roadmap and project prioritization
• Ensure that the Community team is educated on product initiatives and projects
• Collaborate with Community directors and managers to generate innovative solutions for both internal and external users
• Partner with IT and engineering teams to evolve our CRM and other support tools
• Anticipate requirements, uncover areas for improvement, and suggest areas of improvement
• Use data to drive strategic planning and evaluate project success
• Drive schedules, meetings and deliverables to meet timelines as required
• Balance focus between near term business needs and long-term strategy
• Build strategic relationships with global and cross-functional partners to drive improvements to the community support experience

6-Month Accomplishments:

• Build knowledge of foundational Poshmark operations information, including building an understanding of our community
• Onramp to the existing team projects and take ownership of one high-level project
• Evaluate team needs and initiate 1+ project initiatives for the Product Knowledge team
• Develop a partnership and process flows between various operational teams

12+ Month Accomplishments

• Become an expert in Poshmark operational knowledge
• Partner with the Director of Operations to own key strategic initiatives including 2+ high-level projects

Desired Skills:

• Bachelor s degree/foreign equivalent in a related discipline or meaningful relevant on the job experience
• 5+ years of project management experience
• 2+ years of people management or leadership experience
• Proven history of working with cross-functional and collaborative teams
• Past work experience includes working alongside or servicing customer support teams
• Experience driving a variety of initiatives, including those centered around CRMs or other support tools
• Experience using data to support business decisions and drive strategy
• Validated experience in a high growth environment
• Experience with Salesforce Service Cloud and/or Einstein is a plus

About Us:Poshmark is a leading social marketplace for new and secondhand style for women, men, kids, pets, home, and more. By combining the human connection of physical shopping with the scale, ease, and selection benefits of ecommerce, Poshmark makes buying and selling simple, social, and sustainable. Its community of more than 80 million registered users across the U.S., Canada, Australia, and soon India, is driving the future of commerce while promoting more sustainable consumption. For more information, please visit www.poshmark.com , and for company news and announcements, please visit investors.poshmark.com . You can also find Poshmark on Instagram , Facebook , Twitter , Pinterest, and YouTube .Why Poshmark At Poshmark, we re constantly challenging the status quo and are looking for innovative and passionate people to help shape the future of Poshmark. We re disrupting the industry by combining social connections with e-commerce through data-driven solutions and the latest technology to optimize our platform. We re nothing without our amazing team who deliver an unparalleled social shopping experience to the millions of people we connect each day.We built Poshmark around four core values: 1) focus on people to create empowered communities that drive success; 2) together we grow to support each other to strive for our dreams; 3) lead with love to foster genuine connections built upon a foundation of respect; and 4) embrace your weirdness to accept and empower one another on their own unique journey. We re invested in our team and community, working together to build an entirely new way to shop. That way, when we win, we all win together. Come help us build the most connected shopping experience ever.Here s what we ll set you up with:

• A team that is invested in your career growth and training
• Competitive salary and equity, based on experience
• Company sponsors up to 100% cost for your health, dental and vision plans and up to 90% for your dependents
• Work alongside world-class talent
• Flexible vacation / paid time off policy
• Parental leave
• Personal style encouraged (or not, whatever you re in to)

Poshmark is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.,

Keyskills :
project managerscommunity supportbrand managementanalyticscontent managementsocial shoppingbrandingconferencespeople managementcustomer supportstatements of work sow