at National Restaurant Association in Chicago, Illinois, United States
Job Description
The National Restaurant Association and National Restaurant Association Educational Foundation are proud to be part of a highly respected industry, providing hospitality, opportunity, and quality of life. Much like the industry we represent, we have a dynamic, diverse, and inclusive culture, grounded in trust, hospitality, collaboration, and innovation. These are the core values that inspire our work, and what we’re looking for in a pivotal new role as Senior Product Manager, Implementation Services, overseeing the platform and driving customer solutions in support of our portfolio of learning products.
The learning products offered by the National Restaurant Association reach a global audience of nearly two million individuals a year through our educational offerings and operational support services. We focus on both compliance-driven and career-development engagements for the restaurant and hospitality industry.
As Senior Product Manager, Implementation Services you will own end-to-end outcomes for solutions and integrations that facilitate the purchase, access, and reporting data associated with our products. These responsibilities center on features leveraged by some of the Association’s largest and most complex customer relationships. You will lead and collaborate with a cross-functional team including Technology, Marketing, Sales, and Customer Care partners, in pursuit of outstanding customer experiences, sustainable business and retention, and a process-driven delivery model.
Ideal candidates bring a minimum of seven years of experience in customer facing B2B digital delivery and significant technical background including knowledge of software, system integrations, Agile methodology and learning technologies. Position requires a highly collaborative, consultative, and solutions-driven leader with the ability to influence and drive execution with key partners and customers.
This role operates from our Chicago office, following our hybrid work structure with a required three days onsite, Monday - Wednesday and remote days Thursday and Friday.
The work you will do in this role will allow us to re-imagine customer experiences that drive measurable business impact. We look forward to hearing from you!
We are proud to offer our team members comprehensive benefits, designed to support their financial, professional, and personal well-being. In addition to outstanding healthcare coverage (medical, dental and vision), competitive salaries, generous vacation and leave time, we offer a matching 401(k) plan, a unique collection of corporate discounts and memberships, as well as programs to support career and skills development, including coaching, learning and tuition assistance, and so much more.
Responsibilities
- Lead and manage the access and data portions of the Business Services learning platform, accounting for the financial analysis, customer input, and market activity required as such.
- In collaboration with product portfolio leaders, define and execute strategies for implementation solutions centered on product acquisition and reporting, ranging across market segments and all aspects of the customer experience.
- Serve as the expert in these solutions for the Association; provide insights and perspective on competitive offerings, customer perception, and market position.
- Advocate for customer needs and internal delivery effectiveness in equal measure; protect the Association’s data, content, and platform integrity while designing solutions that solve for customers’ challenges.
- Monitor the health of existing solutions as well as feedback to inform upcoming investment.
- Drive the roadmap from concept through execution of technology-based delivery features, integrations, maintenance, and services that grow and extend revenue.
- Design, document, implement, and refine the business-side workflow and documentation for client-based implementation solutions.
Requirements
- Bachelor’s degree required. Concentration in Business, Educational Technology, or related preferred.
- Minimum of seven years of experience in digital delivery, preferably within B2B digital products; consumer-based product experience a plus.
- Proven technical skills including troubleshooting, and understanding of directory, file structures and systems.
- Experience in Agile development environment and customer-facing solution engineering.
- Effective communication skills verbal, written and presentation.
- Dynamic interpersonal and diplomacy skills.
- Self-motivated, customer focused, and proven ability to build collaborative partnerships.
- Ability to accept constructive feedback from team members and supervisors, address conflict professionally and productively.
- Adaptable, flexible; responsive and accepting of change.
- Highly effective organizational, time-management, and prioritization skills.
- Computer proficiency across MS Office including strong Excel and PowerPoint skills; ability to learn other computer software programs as needed.
- Ability to travel quarterly or as needed.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, genetic information and testing, family, and medical leave, protected veteran status, or any other characteristic protected by law. We strongly encourage women, people of color, people with disabilities and veterans to apply for our job openings. This commitment supports our policy of developing and capitalizing on the abilities of all our team members, as well as selecting, developing, and promoting those who are best qualified.
