Responsibilities

• Support responder responsibilities, including the resolution of bugs and product feedback reported by Muck Rack team members and users, and production support through alerts and automated systems
• Partner closely with the Customer Support team to diagnose and see through resolution for User Issues
• Proactively communicate ongoing issues for maximum visibility across GTM teams
• Gather, analyze, and help compile product data and reports to surface trends, issues, and feedback to relevant teams to inform the direction and understanding of key features
• Support and execute systems that improve the visibility of Muck Rack’s product roadmap to both internal and external stakeholders
• Compile reports on recent feature requests and upcoming launches to share with internal stakeholders
• Build and iterate on systems that inform the product team of feature improvements, bugs, and overall Quality Assurance
• Occasionally manage projects related to feature development and maintenance that sit within the product, engineering and design teams

How success will be measured

• Ability to effectively resolve user issues as they arise
• Ability to swiftly escalate performance issues to correct Engineering and on-call squads
• Ability to find gaps or redundancies in our processes and propose or contribute to solutions
• This role is execution-focused, with an emphasis on learning Muck Rack’s platforms, workflows, and escalation paths during the first several months.

Requirements

• 1-2 years of project management, operations or product management experience, preferably in software development
• Experience with project management and workflow tools like Shortcut, Productboard, and Slack
• Experience with production support and queue monitoring tools like Datadog, Grafana, PagerDuty
• Comfort with Google Apps (Docs, Spreadsheets, Slides) or similar product suites like Microsoft Office
• Awareness of business models and pricing strategy as it relates to feature development
• Familiarity with agile, waterfall and similar product management methodologies
• Experience with QA and logging/tracking bugs for our Product and Engineering teams
• Ability to collaborate with remote teams
• Experience with SQL and platforms like Redash is a plus, but not required