Product Manager - Support Hub

POSITION SUMMARY:

The Product Manager leads the growth and evolution of the Support Hub. This platform is a critical touchpoint for AbleNet customers, providing essential resources and support for individuals using our medical funding service for the QuickTalker Freestyle speech device and assistive technology solutions. In this role, you will bring the vision to life, prioritize improvements, and drive enhancements that make it easier for speech-language pathologists (SLPs), families, clinicians, support teams, and product users to find the help they need. You’ll collaborate across departments to deliver a best-in-class self-service experience that strengthens customer success, reduces support barriers, and reflects AbleNet’s commitment to empowering every individual we serve. This role requires embracing technology, continuously being curious, always showing a sense of urgency, and aligning with AbleNet’s guiding principles.  

POSITION RESPONSIBILITIES: 

1. Product Strategy & Roadmap:  Own the roadmap, feature set, and performance of the Support Hub platform.
2. User Experience:  Ensure the Support Hub is intuitive, accessible, and helpful across all user types, including SLPs, families, clinicians, support teams, and product users.
3. Content Strategy:  Develop and maintain a clear content plan by partnering with AbleNet stakeholders to ensure all resources are accurate, accessible, and aligned with user needs across product lines.
4. Continuous Improvement:  Use data, analytics, and feedback to identify opportunities for optimization in navigation, search, engagement, and content quality.
5. Platform Management:  Partner with external development team to maintain the WordPress platform functionality and develop new features as needs change. 
6. Metrics & Optimization:  Define success metrics for the Support Hub (e.g., utilization, search success, content engagement) and drive continuous improvement based on those KPIs.
7. All other duties as assigned by manager.

CORE COMPETENCIES, SKILLS & ABILITIES: 

1. Experience managing web-based self-service platforms or knowledge centers.
2. Familiarity with tools like WordPress CMS platform, GA4, HotJar, Salesforce, or other support technologies.
3. Strong understanding of UX principles, content strategy, and analytics-driven decision-making.
4. Excellent communication and cross-functional collaboration skills.
5. Passion for improving customer experiences and empowering users through accessible resources.

POSITION REQUIREMENTS:

Education & Experience

• Bachelor’s degree required; technical or UX background is a plus.
• 3–5 years of product management experience, preferably in SaaS, digital platforms, customer support systems, or educational technology.

Physical, Time, Presence & Other Requirements

Physical: 

 Up to 8 hours of computer keyboarding and handling customer correspondence via phone, emails, chat, and/or video conferencing

Time:

 Full-Time, Exempt employees work an average of 40 hours per week.  Additional hours may be required as necessary.

Presence: 

This role can be performed in an onsite, hybrid, or fully remote capacity. 

Travel:

Up to xx% of domestic travel may be expected