Manager, Support Product Management

hace 7 meses


San José, Costa Rica Cloudera A tiempo completo

Job Description

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

We are looking for an experienced, dedicated, detail-oriented, hands-on Manager to lead our Support Product Management Team, who is passionate about helping drive the success of our internal technical customer support tools. You will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and roll-out internal products that deliver the company’s vision and strategy. 

Your focus will be on designing, developing and managing activities for a specific hardware or software product or group of products from product definition and planning through production, release, and end of life. You will be the central resource with design, process, production, test, quality, and Change Management as the product(s) move to live availability.

As a Manager, Support Product Management you will....

Identify and communicate customer needs and pain points to improve customer experience and drive efficiency

Create buy-in for the product vision both within Support and with key external partners

Work with our UX designer to translate product strategy into detailed requirements and prototypes for our developers

Scope and prioritize activities based on business impact

Manage the release cycle for your products from specs to implementation

Work closely with engineering team to drive internal product launches 

Keep team and documentation updated on feature and functionality updates

Troubleshoot bugs/functionality misunderstandings with internal users

Act as a product evangelist to build awareness and understanding

Possess strong analytical skills to make data-informed decisions

Successful candidates are driven by high-quality standards for product delivery and are comfortable working in a fast-paced environment

We are excited about you if you have....

Bachelors’ degree or equivalent experience with 3+ years of related management experience.

Proven track record of managing all aspects of a successful product throughout its lifecycle (3 years minimum experience)

Skilled at working effectively with cross functional teams in a matrix organization

Excellent written and verbal communication skills

Able to develop documentation for user processes and procedures

Has experience working in short, fast-paced development cycles to deliver results quickly

You may also have...

Experience with Salesforce a bonus but not required

Experience in a Customer Support organization also a plus

What you can expect from us:

Generous PTO Policy 

Support work life balance with

Flexible WFH Policy 

Mental & Physical Wellness programs 

Phone and Internet Reimbursement program 

Access to Continued Career Development 

Comprehensive Benefits and Competitive Packages 

Employee Resource Groups



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