ChargePoint

Software Product Manager, Support Excellence

Company: ChargePoint

Location: Scottsdale, AZ, United States

Posted on: September 23

About Us

With electric vehicles (EVs) expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint is at the center of this revolution, powering one of the world's leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on EV charging and established a business model that's been validated by more than a decade in business and thousands of customers. As now a public company, we remain focused on broadening our market leadership and building on years of innovation. ChargePoint offers a once-in-a-lifetime chance to build our all-electric future and dominate a trillion-dollar market.

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Discover what it's like to help build the fueling network of the future - check out our Engineering Blog.

Reports To

Director of Product Management

What You Will Be Doing

As Product Manager for Support Excellence, you will be responsible for defining Service Level Agreements for ChargePoint products and services, and for defining the product features that are necessary to monitor, measure, and deliver on those SLAs. This exciting role involves collaborating with Sales, Customer Support, your fellow Product Managers, and Engineering to maintain and expand ChargePoint's leadership in supportability of the product line and our world-class customer support. You will also be responsible for integrating the advanced monitoring and troubleshooting tools at ChargePoint, converging them, and taking them to the next level for our customers, both external and internal.

In this role, you will

  • Work with the commercial and technical teams to define SLAs for ChargePoint cloud applications, APIs, and hardware
  • Define requirements to measure and report on Availability and Uptime to customers, both internal and external
  • Define requirements to converge and evolve ChargePoint's industry-leading suite of monitoring, alerting, and automatic response capabilities for hardware and software issues
  • Work with fellow product managers to define requirements for enhancements to the entire product line, HW and SW, to improve the efficiency of the support organization
  • Define and drive continuous improvement in all relevant metrics related to serviceability and uptime
  • Work with PM and Engineering to refine product requirements for reliability and serviceability based upon those metrics

Qualifications & Experience

  • BS in Computer Science or equivalent technical degree is a plus
  • MBA or equivalent business experience is a plus.
  • 5 years of experience in software product management and experience and a track record of successfully delivering complex projects in cross-functional environments
  • Demonstrated commercial and technical acumen with a track record in delivering global products and understanding of local and regional differences.
  • Experienced at meeting with customers and partners, internal and external, to understand market requirements and translating them into technical requirements for engineering teams
  • Excellent written and verbal communication skills
  • Experience in the Electric Vehicle space is a plus
  • Experience in hybrid hardware/software environments, and IOT devices, is a plus
  • Ability to travel to understand customer requirements in all regions
  • Passionate about ChargePoint and our mission
  • Language: English

Location

Scottsdale, AZ

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer.
Applicants only - Recruiting agencies do not contact.

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