The Global Real Estate and Facilities (GREF) organization is seeking a strategic and innovative Principal Product Manager to drive the development and enhancement of operational and analytical tools used by our Customer Support teams. In this pivotal role, you will own the tools and analytics roadmaps, translating business needs into technical requirements and partnering closely with end users and technical teams. Your expertise will be crucial in structuring testing processes and spearheading change management efforts associated with new feature rollouts. This position demands a blend of technical acumen, strategic thinking, and exceptional stakeholder management to deliver continuous improvement in our support operations.

You will work effectively with customers, stakeholders, and engineering teams to deliver significant features successfully, ensuring that your efforts result in measurable improvements to the customer experience. Your ability to influence technical priorities and business strategy through data-driven contributions will be essential in shaping the direction of our support tools. As a simplifier, you will judiciously add, refine, and remove features, focusing on delivering the right solutions that make a real impact. Your proactive approach to risk identification and mitigation will be crucial in keeping projects on track. You'll bring potential issues to the attention of your team and stakeholders, presenting plans for mitigation before they become roadblocks.

This role offers an exciting opportunity to shape the future of GREF's support operations for our global workforce of over 300,000 employees through innovative product solutions. The ideal candidate should have extensive product management experience, preferably in enterprise software or analytics platforms, and demonstrate a proven track record of delivering impactful products that solve complex operational challenges. Your expertise in translating business requirements into technical specifications, combined with your ability to lead cross-functional teams, will be crucial in bridging the gap between user needs and technical solutions.


Key job responsibilities
• Own the roadmap for GREF Customer Support tools and analytics, establishing a strategic vision for major features and leading all stages of delivery
• Communicate roadmap and feature recommendations effectively to diverse audiences through narratives, PR/FAQs, and other strategic documentation
• Define and prioritize business requirements, distilling clear specifications from input provided by customers, partners, and vendors for development teams
• Build and maintain strong partnerships with end users, technical teams, and regional stakeholders to ensure alignment on product vision and execution
• Lead the design and implementation of comprehensive testing strategies to ensure product quality and reliability
• Develop and execute effective communication and change management plans for new feature rollouts
• Analyze user data, feedback, and operational metrics to identify trends, risks, and improvement opportunities across support tools
• Create and maintain product performance dashboards that effectively communicate insights and track progress toward service delivery goals
• Conduct regular product reviews with technical and business teams to drive action and accountability, resulting in measurable improvements to customer experience