Project Manager, Publishing Support CA-Burnaby

Nokia is committed to connecting people to what matters to them, giving them the power to make the most of every moment, everywhere, anytime. At Nokia, you have a personal opportunity in an inspiring environment to make a global difference. Build a career that you will be proud of. Go on an adventure every day. Help shape a new era in the mobile industry. It's your world. This is your moment to shape it.

The Project Manager in Tier 2 Publisher Support will be:

1) understanding the situations from both a developer/publisher's prespective

2) evaluating the customer experience

3) escalating requirements or changes to Product Owners to ensure a positive customer experience

4) taking ownership and advocating on behalf of the Tier 2 Publisher Support team and publishers

The Project Manager will work very closely with Developer Business Operations including Media Processing, R&D, and API teams. The project manager will also be responsible for:

Providing guidance and leadership to the Nokia Store Publisher Support team as well as providing support for Nokia Store and Nokia Publish issues.
Aligns best practices between different functions in Publishing Support
Plans new development projects to improve customer satisfaction. Analyzes customer feedback data and plans actions for the group to meet the customer satisfaction targets. Implements and continuously improves Publishing Support key processes and conducts key event reviews
Brings Nokia Store publisher voice to R&D, represents Nokia Store publisher in relevant meetings and workshops

Qualifications

Bachelor's/Master's degree
5+ years of experience in customer support organization or quality improvement organization, preferably in mobile industry
Excellent Project Management skills
Experience in coaching people
Knowledge of issues management ticketing systems and product quality improvement projects
Experience in analyzing qualitative and quantitative customer support feedback data and driving improvement actions based on data
A very strong knowledge of the English language
Solid communications skills, experience in presentations
Ability to deal with customer feedback and take concrete actions without getting emotional
Understanding of mobile storefronts and developer ecosystems in mobile space

Our culture is founded on openness, collaboration and honesty, with colleagues who are brilliant in their field, resilient, and above all, strive for the best. One team, where everyone makes a difference and everyone is heard. We care. Even in tough times.

We are driven by a better tomorrow, not just by past success. We make great products and services for millions of people, positively improving their daily lives. We are on a path where simplicity and "thinking big" can lead to great things.

Job

Services

Primary Location

CA-Burnaby

Organization

Mobile Phones

Schedule

Full-time

Job Level

Individual Contributor

Education Level

Bachelor's Degree (±16 years)

Job Type

Experienced

Employee Status

Regular

Travel

Yes, 10% of the time

Ongoing