Associate Product Manager, Customer Portal

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

001-CAR-775 Regular Full-Time Remote, US

2 days ago Requisition

Salary Range: $ To $ Annually

Ready to turn your passion into a career? Do you dream of working in a dynamic and fast-paced logistics environment, supporting major events in sports, music, automotive, fine art, and film? Want the chance to collaborate with some of the biggest names in entertainment, media and luxury? Look no further! We’re looking for talented and passionate individuals like you to join our logistics team.

The Rock-It Company provides mission-critical specialty logistics for complex, time-critical operations around the world. Built on a 48-year legacy, The Rock-It Company brings together specialized expertise across concert touring, major sporting events, broadcast, film and television, experiential activations, workforce infrastructure and rapid response, as well as the transport and protection of fine art, rare automobiles and other irreplaceable assets. With a network spanning more than 160 countries, The Rock-It Company provides the expertise and global execution required when there is little margin for error.

We are seeking an Associate Product Manager, Customer Portal. The
Associate Product Manager, Customer Portal
will be responsible for furthering the strategy and development of Rock-It’s customer-facing portal(s). This role will serve as a critical link between users and the development team, helping to drive technology decisions, resolve technical issues, enhance the user experience, and manage overall system improvements. Key responsibilities include troubleshooting users' issues, documenting and escalating complex issues, and developing clear and detailed specifications for new feature requests.

The APM will also perform thorough testing of new features and updates, ensuring they meet requirements and function seamlessly before deployment. Ideal candidates will have strong communication skills, keen attention to detail, and a background in customer portals, technical support, product management, quality assurance, or software testing. This role requires the ability to understand and anticipate user needs while maintaining a collaborative relationship with both users and internal teams.

Location: This position is remote; however, occasional travel to US and International company offices and customer locations throughout the United States is required as needed.

• Monitor and manage the Customer Portal ticketing system and support channels to triage requests and issues from users
• Work to mature customer support ticketing and processes
• Ensure high-priority tickets are captured, assigned, and actioned appropriately
• Provide first line response and support to user tickets and requests
• Escalate tickets as needed to higher level support and development, while ensuring communication to users is prompt and thorough
• Review ticket requests and determine patterns and groups of tickets that can become feature enhancements
• Gather requirements and scope new features and enhancement requests
• Participate in weekly development sprint planning meetings and surface high priority or stagnant/old tickets to be addressed
• Produce and enhance systems documentation and training
• Participate in systems configuration and QA testing including developing test cases and procedures
• Participate in implementation meetings and scoping solutions to ensure requirements are defined for new features needed for implementation
• Engage business units to improve and enhance existing systems and processes
• Provide research assistance for new system…