Associate Product Manager, Customer Portal

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $100k - $115k / year

⏰ Full Time

🟡 Mid-level

✅ Product Manager

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GCL Global Holdings

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

💼 Consulting

📣 Marketing

✈️ Travel

Consulting • Marketing • Travel

GCL Global Holdings is a leading global logistics provider specializing in delivering extraordinary experiences and transporting the world's most precious assets. With over 45 years of expertise in live event logistics, the company supports diverse industries through its brands, offering services such as time-sensitive freight movement and specialized transportation for luxury goods, including fine art and rare vehicles. GCL Global Holdings is committed to forming dedicated partnerships with clients to help realize their most impactful visions.

📋 Description

• Further the strategy and development of Rock-It’s customer-facing portal(s) • Serve as a link between users and the development team • Monitor and manage the Customer Portal ticketing system and support channels • Triage user requests and issues • Mature customer support ticketing and processes • Ensure high-priority tickets are captured, assigned, and actioned appropriately • Provide first-line responses and support to user tickets and requests • Escalate tickets to higher-level support and development while maintaining prompt user communication • Review tickets to identify patterns and potential feature enhancements • Gather requirements and scope new features and enhancements • Participate in weekly development sprint planning meetings • Surface high-priority or stagnant tickets for resolution • 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 solution scoping • Engage business units to improve existing systems and processes • Research new system specifications • Follow up and collect business feedback on provided solutions • Troubleshoot user issues, document and escalate complex issues, and resolve technical issues • Perform other job-related duties as assigned

🎯 Requirements

• 3-5 years' experience related to Customer Portals, Information Technology, Business & Process Analytics, and/or Freight Forwarding • Degree not required; degree experience considered • Must be able to travel internationally to support business needs as required • Proficient with, or able to quickly become proficient with, general and specialized applications, software, and hardware • General understanding of information technology procedures and practices • Knowledge of ERP concepts and implementation is a plus • Strong analytical and creative problem-solving skills • Strong communication and customer service skills • Strong organizational skills • Ability to create and present audience-appropriate written and verbal communication • Ability to work positively with diverse business groups and a global IT team • Proven experience in user change management, including in an M&A environment • Experience with technology enablement concepts • Self-starter able to engage a remote team in project work

🏖️ Benefits

• 18 vacation days annually • 2 floating holidays • 7 sick days • 11 paid holidays annually • Comprehensive medical, dental, and vision plans • Employer HSA contributions with a high-deductible health plan • Telemedicine through MDLive • Mental health support through an Employee Assistance Program • 401(k) match • Employer-funded Basic Life, AD&D, Short-Term Disability, and Long-Term Disability insurance • Paid parental leave for all parents • Continuing Education Reimbursement • Charitable Donation Matching • Free tickets to client events when available • Regular company events, including birthday lunches, sports outings, and volunteer opportunities • Supplemental insurance options through MetLife • Pet insurance through MetLife • Potential discounts on home and auto insurance through Farmers Insurance • Reasonable accommodation for persons with disabilities during the hiring process

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