Joelrodney Johnson Email & Phone Number

Addison, Tx, Us

Dallas, Texas, United States

* Establish and execute support strategies that meet the needs of our growing product portfolio* Increase the Customer Experiences teams value and impact at Mozilla by ensuring scalability of support per product and surfacing the Voice of the Customer to Mozilla product leadership* Build cross functional relationships and strategic partnerships with product, design, content, marketing, PR, and legal teams within Mozilla* Administrate headcount, resources, and bandwidth for the Product Support functional area* Act as hiring manager for roles that open within the Product Support functional area* Manage the Product Support Functional team consisting of product support managers, team leads, and front-line staff

* Responsible for support operations including customer support, product team engagement, release management, and reporting management. * Interact with teams across Mozilla to understand how we can best support their efforts while collaborating with our support.mozilla.org platform and content teams to make sure efforts are aligned and executed on time. * Manage a set of Product Support Managers who coordinate front line contracted agents and team leads to a execute support strategy and tactics across Mozilla's Supported products.

* Product subject matter expert who works cross functionally within Mozilla and with contributors to ensure effective participation and collaboration exists between support and product* Creates effective reports that include both qualitative and quantitative support data to improve customer experience across product, engineering and marketing.* Responsible for monitoring and communicating about upcoming releases and new product launches, and coordinating with product teams to set up the right support plan.* Deliver actionable insights from support data to the Product Management and other product teams through regular reporting every release in order to improve the quality of our products and customer satisfaction.* Work with data scientists and product management to continuously and iteratively design and implement dashboards to enable insights reporting from support data.* Work with the rest of the support team: especially paid support staff, content editor and community managers to make sure user support documentation is complete for every release in order to improve the quality of self serve support for our products.* Develop and maintain support release plans for new products and major product launches.* Develop a framework to support product releases and larger product launches * Work with PMs and product owners to continuously improve our processes and ability to create meaningful reports and share valuable user insights

Dallas/Fort Worth Area

* Manage (remote) Customer Support creating processes, reporting and tracking on quality of support and training a customer support team for new products. * Manage and deliver best-in-class support for Mozilla for both paid and free products* Manage and execute support for ongoing releases as well as new product launches* Track, report and communicate on Support insights to product leads* Track, report and communicate on Support operational KPIs to stakeholders.* Improve and optimize processes and reporting for analyzing and tracking user, product and systems issues. * Collaborate cross-functionally with Product, Engineering, Marketing, and Operations

Dallas/Fort Worth Area

* Build out operational infrastructure for a growing support department* Facilitate product review and feedback loops between support and engineering * Create FAQs, troubleshooting docs, and in-app videos to support user success

Addison Tx

* Oversee the hiring, onboarding, and training for new operations office* Facilitated feedback loops between users, support team, and product team* Meet weekly with product and marketing teams to disseminate new product information* Community coach providing process and product knowledge between departments* Create process and product FAQs and training materials both user and employee side

San Francisco Bay Area

* Implemented process and instruction tutorials for consumer and editorial use* Supervised quality control and customer satisfaction between 3 consumer-facing websites* Facilitated site updates while managing the company's social media outlet * Tracked and submitted bugs for resolution using GitHub