Company Description
Uncommon Schools is a nonprofit network of high-performing, public charter schools providing an outstanding K-12 education in historically under-resourced communities. We have proudly built schools that reflect our student population, with more than 60% of our teachers and staff across our network identifying as a person of color. Uncommon currently manages 53schools serving more than 20,000 students in five cities: Boston, Camden, New York City, Newarkand Rochester. We are proud that Uncommon graduates persist in and graduate from college at five times the rate of their peers nationally. We achieve this by offering strong academic, co-curricular, and social-emotional learning that prepares students for success in college and beyond.

Job Description
Position Overview

As a member of Uncommon's Product Management Team, the Product Manager will own work streams that will help ensure the Team achieves its goals and objectives. Beyond technical knowledge, the Product Manager should have strong organizational change, planning, and communication skills in order to lead technology and processes at Uncommon's scale and high standard. Star team members are focused, driven, fast, and hold themselves and their work to a high standard.

Core Duties and Responsibilities

Administration of Products in Your Portfolio [Zendesk for Ticketing System, and Knowledge Management Platforms like Zendesk, SharePoint, Shared Drives, Google Drives, Video Platforms, etc]

• Deeply understand partners' goals and use cases (i.e. respond to general inquiries, track SLAs, coach new support staff, and understand how documents and files are stored and used by Instruction, Operation, and team like HR in support of our schools)
• Develop and lead implementation of all processes for day-to-day platform use (i.e. automations, security protocols, deletion policies, standard methodologies for cross-team work)
• Build policy resources, including user management policy around roles, access level, and responsibilities for partners and the Data & IT team
• Troubleshoot & work with vendor to resolve Tier 3 issues
• Lead system upgrades, backups, testing, connectivity with other enterprise applications
• Attend training/webinars offered by vendor to build expertise

Work with Business Process Owner(s) to understand and champion the appropriate long-term vision for the platforms [Zendesk].

• Use robust product knowledge to improve systems and process
• Identify new areas/ways the product can be used (either internally and externally)
• Support the implementation and roll-out of new applications

Training and documentation

• Own creation and management of all internal and school-facing Knowledge Base articles on support, troubleshooting, and standard methodologies for the platform[s]
• Develop and facilitate training for school leaders, which they will turnkey to their staff
• Help define and coordinate vendor-offered training sessions at the right level for those leading the Service Desk and Relationship Managers.
• Document existing processes related to supported applications (e.g. documentation of methods and procedures)

Vendor Management

• Run renewal and payment of yearly contract
• Establish relationship with vendor, act as liaison between vendor and Uncommon on any projects, and own school-level partner concerns & difficult conversations.
• Work with Director to handle vendor issues

Organizational Relationships

• Work closely with regionally-based Associate Chief Operating Officers, school-based Directors of Operations, other Home Office Leaders, and members of the Data and IT Team.

Qualifications
Required:

• Bachelor's degree required OR Zendesk certifications and experience requirements listed below
• 5+ years work experience,1-2 years of directly related experience
• Experience managing on a customer service desk or ticketing platform
• Experience creating and managing shared knowledge sharing sites
• Excellent customer service skills and ability to prioritize and communicate effectively with non-technical users
• Demonstrated ability to diagnose issues, identify root causes, and implement effective solutions
• Excellent verbal and written communication skills, and experience developing communication plans
• Proven ability to create and execute complex, detailed project plans affecting more than fifty stakeholders
• Experience developing systems for a team that improve the team's work quality and/or efficiency

Additional Information
Our people are what make us uncommon.It's important to us that our compensation practices align with our values and enhance our ability to attract and retain talent. Our compensation philosophy is focused on equity and fairness, retaining our talented staff and valuing their expertise, and transparency and clarity.

Compensation for this position:The starting compensation for this role based in New York is between $95,200-$112,000 and generally, we expect that qualified candidates in this location will be made an offer between $95,200 and $100,800. The starting pay will depend on a variety of factors that may include but are not limited to experience, education, training, certification, and location. Because we value staff staying in their roles over time, we do not currently cap salary ranges.

Uncommon Schools believes in the importance of being a diverse, equitable and inclusive organization that enables our students and staff to thrive. We are committed to building a talented team that reflects the diverse backgrounds and experiences of our students. At the same time, we work to ensure an inclusive community through creating a space for meaningful dialogue about issues of race and identity for our staff and students. As an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.