Technical Product Manager, CDP
Technical Product Manager, CDP & Service Now
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.
Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.
Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.
About the Opportunity:
The Technical Product Manager will provide oversight, leadership, and support for the Customer Data Platform (CDP), which serves as a critical component of the institution's overall enrollment marketing technology stack, as well as for the ServiceNow platform and associated applications.
For the CDP, the product manager will focus on the core specifications and capabilities of the platform, and play a significant role in setting up and managing overall data structures within the CDP. Working very closely with both members of the enrollment marketing team and integration architects within Information Technology Services, the product manager will work to ensure that the CDP is being leveraged to its fullest capabilities by providing the organization with the ability to engage with its various constituents in a very robust and personalized manner.
The work will include writing user stories and product requirements, configuring the system to meet new business requirements, and keeping a sharp eye on competitors and the broader marketing technology landscape to identify new trends and customer engagement solutions. The CDP product manager will collaborate closely with other technical product owners across the university to ensure that the various components of the enrollment systems technology stack are in sync and operating at maximum efficiency. The Manager will assist with defining the CDP roadmap and will be involved in setting the long-term product strategy. The manager will also ensure that system and process documentation is created and maintained.
For ServiceNow, the work will include providing day to day support and maintenance, working with the functional team to maintain/develop solutions in ServiceNow CSM, and coordinating support and development efforts within the admin team. Responsibilities will also include monitoring the health, usage, and compliance of ServiceNow, coordinating application and platform upgrades, load, manipulate, and maintain data between ServiceNow and other systems, and create ServiceNow reports and dashboards.
The role requires a cross-functional perspective and a high-level oversight of enhancements to existing—and new—functionality. The product manager will create product initiatives that support the overall enrollment goals of the university and move the institution forward in achieving its aspirations in the areas of lifelong learning, personalized educational experiences, and customized learning journeys.
- 7-9 years of experience with CDP (Customer Data Platform) or other marketing/engagement data management platforms.
- 4+ years of relevant experience with a ticketing or incident management system
- Relevant exposure to Customer Service and Service Management modules; CSM and ITSM Modules
- Experience with Customization & Administration of SaaS platforms
- Experience in 3rd party Integrations with 1st party platforms
- Work experience as a Product Owner or similar role in product management
- Familiarity with agile software development methodology and practices is a plus
- Hands-on experience managing all stages of the product life cycle
- Technical background with knowledge of software development, web technologies, and database management
- Experience with higher education organizations is a plus
- Team spirit and good communication abilities
- Good organizational skills
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.
To apply, visit https://careers.pageuppeople.com/879/cw/en-us/job/503783