Associate Product Manager, Customer Portal
GCLReady 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.
Responsibilities- Working closely alongside the CargoScience Product Owner and the Development team, the person in this role will:
- 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 specifications
- Perform follow-up and collect business feedback on provided solutions
- Performs other job-related duties as assigned
Qualifications & Requirements
Required Technical Skills
- 3-5 years' experience related to Customer Portals, Information Technology, Business & Process Analytics, and/or Freight Forwarding
- Degree not required but considered as experience
- Must be able to travel internationally to support business needs as required.Proficient with, or able to quickly become proficient with, a range of general and specialized applications, software, and hardware used in the organization and industry.
- General understanding of information technology procedures and practices and willingness to continue learning.
- Knowledge of ERP concepts and implementation is a plus.
Other Requirements
- Must be able to travel internationally to support business needs as required.
- Strong analytical and creative problem-solving skills
- Strong communication and customer service skills
- Strong organizational skills
- Proven ability to create and present written and verbal communication that is audience appropriate. Maintain a positive attitude in working 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 who can engage a remote team in project work
Don't meet every single requirement? We are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
What Rock-It Company Will Offer You:
A growing logistics platform within the entertainment and luxury import/export logistics industry providing unrivaled experience and expertise for live events, touring, sports, luxury auto and art freight forwarding. Our teams serve as the premier freight forwarders handling some of the world’s biggest concerts, festivals, and sporting events for many high-profile clients across the music & sports industries to make the greatest shows and events possible across the world.
Work with some of the most well-known and successful companies in the world. Your work will make an impact and be appreciated by others.
Benefits & Perks That Rock!
- Recharge & Reset: Enjoy a generous PTO package with 18 vacation days, 2 floating holidays, 7 sick days, and 11 paid holidays annually. We know work-life balance is key.
- Your Health, Our Priority: Comprehensive medical, dental, and vision plans are just the start. Get employer contributions to your HSA if you choose a high-deductible health plan, plus access to convenient telemedicine through MDLive and mental health support through our Employee Assistance Program.
- Financially Fit: Secure your future with our 401(k) match and comprehensive employer-funded insurance (Basic Life, AD&D, Short-Term Disability, and Long-Term Disability).
- Family Matters: Welcoming a new addition? We offer generous paid parental leave for all parents.
- Perks with a Purpose: Grow professionally with Continuing Education Reimbursement, give back with Charitable Donation Matching, and even snag free tickets to client events (when available)!
- Culture Club: We love to celebrate! Join us for regular company events like birthday lunches, sports outings, volunteer opportunities, and more.
- Optional Add-Ons: Customize your benefits with supplemental insurance (accident, critical illness, hospital indemnity) and pet insurance through MetLife.
- Sweet Savings: Score potential discounts on home and auto insurance through Farmers Insurance.
The Rock-It Company is committed to the inclusion of all qualified individuals. As part of this commitment, Rock-It will ensure that persons with disabilities are provided with reasonable accommodation for the hiring process. If reasonable accommodation is needed, please contact hiring@rockitcompany.com. Rock-It provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to legally protected characteristics under applicable federal, state, or local law pertaining to the employee’s state of employment.