Location
Waterloo, ON

The Opportunity
The Support Product Manager will be responsible for assisting Customer Support Operations (CSO) with NPI strategic planning activities. This includes engaging with appropriate RIM NPI teams early in the product development cycle to understand: Strategic Objectives, Target Market, Go To Market approach, Financial Targets, Uptake Rates, Product Complexity, Infrastructure and Serviceability Requirements.

The Support Product manager will produce Support Roadmaps and associated Business Impact Assessments for all impacted stakeholders, and will work closely with them on supportability planning and services alignment and assist the project team in project definition, development and implementation activities to ensure CSO is fully prepared to support all new products.

Key Responsibilities:

• Proactively gathers product roadmap and go to market information from Product Management teams and summarizes the relative impact to CSO.
• Works closely with the BlackBerry Technical Support Services Offering Manager to align, bundle or create new services as it pertains to new product requirements
• Providing feedback on strategic alignment between CSO and Product Management
• Prioritize NPIs based on strategic importance and impact
• Assist Product Management in designing products for supportability based on relevant supporting data and customer feedback
• Develop Product Support Roadmaps to provide a comprehensive view of products, technologies and go to market strategies that will impact CSO, and outlines the resulting readiness requirements (technical competencies, global scalability, multi-lingual needs, cost to support, infrastructure requirements, Beta support and staffing, self service development, etc) that must be addressed to guarantee a CSO state of support readiness.
• Act as a Champion for Support Readiness Project Managers, assisting in removing barriers and providing input into the execution phase as a key Stakeholder
• Developing Standard Processes and defined SOA Services for all aspects of NPI and engagement with Product
• Develop and maintain a product quality index product, and provide product management teams with an understanding of the costs and effort required to support their products relative to other supported products.
• Acts as an ombudsman and a diplomat on behalf of CSO, raising key product supportability issues and working to find mutually beneficial solutions

Who Should Apply
• The successful candidate is driven by a passion for continuous improvement.
• A minimum of 5 years of experience focused on managing in-life products and programs
• Attention to detail and problem solving
• Able to negotiate win-win solutions
• Project Management experience
• Ability to interact with various levels within a company
• Demonstrated customer interaction
• Experience working in a call centre would be an asset

About the Company
Analysts recommend them, investors buy them, and if you’re Canadian – you brag about them. With a history of developing breakthrough wireless email devices and connected enterprise solutions, Research in Motion is a world leader in mobile communications. As a global technology powerhouse, they continue to enjoy explosive growth.

Contact
To make an inquiry or to submit a resume, please contact: Heather Holmes