Digital Workplace Engineer

The Digital Workplace team is leading Goldman Sachs into the digital age, introducing innovative technologies and workflows that change the way Goldman Sachs does work and engages with its customers. The Product Success and Delivery Manager role is more than just a member of the team that is responsible for the digital transformation of chat and collaboration services, they are responsible for injecting a “human first, customer centric” mindset into everything we do end-to-end. While primarily focused on service delivery, this role is heavily influenced by the customer success methodology, Six Sigma principles, golden circle concept, Agile principles, and basic technology project management.  

As part of the product management team, the individual will work with product management, engineering, and external partners to ensure users are engaged throughout the product lifecycle and that teams are working efficiently and transparently.  The successful candidate:

1. Will be an engineer at heart, who understands Agile principles and has knowledge of scrum prioritization activities. 
2. A master negotiator who can articulate points of view in a logical, thoughtful tone that creates momentum and finds common ground.
3. Is an expert communicator who focuses on end-user experience, looks to market, and evangelize new products, services, and features through relatable, value driven conversations.
4. A data lover to the core, that drives measurable outcomes to determine success. 
5. A detail-oriented project manager that is excited by the opportunity to help govern and shape technology delivery, that is led by a desired Customer Experience to solve user adoption challenges, and transform business operations through innovation.  

The Product Success & Engineering Delivery Team partners with internal/external stakeholders across business units and functional groups globally to drive strategic chat and collaboration initiatives that deliver customer outcomes, while creating and maintaining an outstanding customer experience, at scale. This means dissecting and translating user business needs and requirements, prioritizing efforts into a product map that is aligned with outcomes, success criteria and measurement. To put it simply Product Success and Delivery Managers are the "Creators, Facilitators & Moderators of the Customer Experience" and are key to creating an environment of transparency, rigor, collaboration, value and speed in the design and implementation of the changes we are driving as a firm.  

How will you fulfill your potential?

• Intimately Know Your Customer:  
  • Identify, build, maintain, and evolve your stakeholder and customer network. We need to know and understand them better than they know themselves.
  • Drive customer business reviews, representing relatable value of deployed service/product within the customer environment using holistic metrics and alignment with stakeholder/business success criteria.
  • Be willing to enhance your “Human First, Customer Centric” mindset to encompass and exude “Intrinsic” behaviors that can be utilized across entire organization without the distinction of a specific Job Title or product/service attachment.
  • Develop and own the persona-based product/service adoption strategy.
  • Own the collection of technology and user experience feedback. Facilitate collective ownership among peer stakeholders to improve upon user friction points around process, delivery, or product. 
• Operating Rhythm & Risk Management: 
  • Manage the program delivery operating rhythm and milestones, ensuring that stakeholders are working towards common outcomes and clear timelines. Work with teams to craft content, frame and in some cases market ideas to generate the right level of discussion for different forums and audiences of various levels, including senior executives.
  • Proactively identify and manage key risks, issues, and dependencies. Ensure that stakeholders who need to collaborate are connected. Escalate as needed to facilitate removal of roadblocks.
  • Responsible for oversight and readiness of the product lifecycle and implementation plan to ensure execution timelines associated with rollout are in alignment with success criteria and business expectations.
  • Manage the completion of all enablement documentation for both technical support teams and end-users
  • Responsible for overall product/service communication strategy, to include coordination and validation of all end-user communications for accuracy, transparency, and relatable information. Communications are inclusive of new products rollouts, enhancements, updates, migrations and maintenance schedules. Goal is to create a seamless, simple and pleasant experience. 
• Cross-Company Planning & Alignment: 
  • Facilitate process of gaining shared vision and developing work plans by partnering with stakeholders across business units and functional groups. Guide teams through structured and principled approaches to solving problems. Surface tradeoffs and make recommendations.
  • Work with core Product & Delivery Stakeholders to facilitate framework activities, hygiene, execution, and a great customer experience.
• Tracking & Accountability: 
  • Set foundational best practices for standardization activities that are encompassing, measurable and complementary to the product life cycle, customer experience and end-to-end delivery program.
  • Establish and evolve muscle memory that promote building, improving and maintaining process, driving complementary tool innovation, transparency, accountability, and rigor in execution. Maintain key work plans and action items.
  • Work with Service Manager and Product Manager to Ensure product SLAs are met and own end-user product communications in the event of an outage or incident.
• Thought Partnership & Business Analysis: 
  • Collaborate with business leaders to help recommend solutions and corresponding action plans for the business problems their work streams are solving. Provide quantitative and qualitative analytical support to support recommendations and identify new areas of opportunity.
  • Work in partnership with Product Managers, Service Managers and automation teams to collect product/service, support, customer experience and feedback metrics. Manage the overall health of the customers. Develop metric muscle. 

Basic Qualifications

• 4 to 6 years of experience in a Technical Customer Success position, Technical Account Management, Technical Service Delivery, Project or Program Management
• Bachelor’s or Master’s degree in business or technical field
• High level technical and workflow understanding of modern collaboration platforms like Slack, Teams, Symphony and consumer tools like WhatsApp, Telegram, Discord.
• Comfortable in technical conversations and understands Agile Principles, software development lifecycle.
• Experience with Agile scrum and service management processes i.e., running Agile ceremonies. 
• Experience in a customer/client facing engagement role. 
• Exceptional communication skills with a hint of marketing enthusiasm! Well-rounded interpersonal skill set with the capacity to build strong relationships with colleagues, stakeholders, leadership and customers. Strong communication (written/verbal), presentation and facilitation skills
• Ability to work independently, prioritize work, resources while maintaining collaboration with other team members. Comfortable leveraging technology to effectively work with both in-person and virtual teams.
• Comfortable with ambiguity and excels at creating order out of chaos. Able to advance progress in gray areas and work through resistance or setbacks.
• Thinks both strategically and tactically--eye on bigger picture, while ensuring near-term concreteness
• Able and willing to both lead and support. Will “go the extra mile” for stakeholders.
• Passion for excellence and the desire to have a significant impact on the business.
• Ability to context switch, manage multiple projects, tasks, activities simultaneously in a fast-paced and evolving environment with changing priorities.
• Candidates should be creative, innovative, and self-motivated with a history of high-quality execution and problem-solving.
• Passion for growing one's skills, producing solutions to interesting problems.
• Exceptional editing, organizational and project management skills
• Well-rounded interpersonal skill set with the capacity to build strong relationships with individual contributors and senior executives. Strong communication (written/verbal), presentation and facilitation skills
• Bias for action and speed. Clears obstacles and navigates situations with a resourceful and creative approach.

Preferred Qualifications

• Familiarity with financial services workflows (sales, trading, investing, advisory, etc.)
• 3+ yrs experience in a customer/client facing engagement role.  
• 5+ yrs experience applying Six Sigma principles and project management.