Product Manager specializing in vaccines at GSK. Leading commercial strategies to protect Canadian patients from vaccine - preventable diseases.
About the role
- Leading Product Support strategy and team in modernizing critical software technology at Mechanical Orchard. Overseeing customer experience, product excellence, and operational rigor.
Responsibilities
- Build, scale, and lead a world-class Product Support organization
- Define the support vision and strategy aligned with company and product strategies
- Build and mentor a high-performing team of Product Support Specialists, Technical Support Engineers, and Support Operations professionals
- Represent Product Support at the leadership level and drive cross-functional initiatives
- Establish a customer-obsessed, data-driven, and technically rigorous culture
- Design scalable support workflows, escalation paths, and quality standards
- Define and manage SLAs/SLOs aligned with customer and partner expectations
- Implement support tooling (ticketing, knowledge base, monitoring, automation)
- Own support analytics: volume, root causes, trends, friction points, and performance metrics
- Partner with Engineering to build automation that reduces repetitive work
- Build tight feedback loops between customers and Product
- Influence roadmap decisions and collaborate with other teams to improve onboarding and self-serve pathways
Requirements
- 7+ years in Support, Technical Support, Developer Support, or Customer Experience roles, 3+ years leading teams
- Experience building or scaling support functions in modern tech environments (SaaS, cloud, AI, developer tooling)
- Strong technical fluency (APIs, debugging, cloud platforms, logs/metrics, dev workflows)
- Proven ability to operate cross-functionally and influence product direction
- Experience with modern support tooling and AI-enabled workflows
- Experience supporting developer-facing or highly technical products (preferred)
- Experience designing scalable self-serve support models (preferred)
- Background in support operations, quality management, or process engineering (preferred)
- Comfort building systems from scratch in ambiguous, high-growth environments (preferred)
Benefits
- Equal Opportunity Employer
- Prohibits Discrimination and Harassment of Any Kind
- Committed to providing employees with a work environment free of discrimination and harassment
- Reasonable accommodation to employees with protected disabilities
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