Vicki James on LinkedIn: Product Manager, TSA PreCheck (2024)

One reason I love Player Support is because of its scope, and potential - we sit at the end of all things for a business, and build bridges between colleagues and our players. We help companies keep their customers by caring about their holistic experience. From what I’ve seen, this discipline emerged from the catchall origins that still occur today. Whatever it is that needs doing, but others do not want to be bothered with, falls into our lap. One could be sour about this fact, but I choose to take the positive angle - that it is a valuable vantage point from which to truly understand the challenges the entire company faces across all of its products and services. The historic challenge I've seen many of my colleagues struggle with is how to translate all of that data into actions that improve the player experience.This week's focus is going to be on a role that we dubbed "Product Support" during my time at Epic, though it has been an evolving role on various teams I've built since 2014. Note: I am of the mind that embed roles don't typically work because they inevitably get absorbed into that team as an extra pair of hands, and lose purpose quite easily. This leads to a lack of clear goals and deliverables, setting these good people up for failure.

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When I was a Head of People in a start-up, I thought it was my job do do everything...Design, build, execute, and maintain....What this led to was overwhelm, under delivery and frustrationFrustration for me, my key stakeholders and at times, employees tooSo, if you are a Head of Peopleto help understand the role we play as PX Product Managers and to avoid overwhelm and frustration for you, your team and your stakeholders, consider this... Engineers don't fly the planes ✈️Ok, lets unpack this (silly😆) but simple analogy...Engineers don't fly the planes they build Pilots don't build the planes they flyBut, engineers will still spring into action if the plane malfunctions… and they will still look for ways to improve the planes performance over timeThis is pretty much it in People Ops / PX too...We design and build the plane, we add new features to enhance the flying experience (for pilots, crew and passengers), we upgrade the engine so the plane flies more quickly, we fix malfunctioning components to keep the plane in the air, we may even train the pilots on how to operate the plane...But, we don't fly the plane ✈️ If you feel overwhelmed right now, ask yourself, am I being an engineer or pilot? 🤔If it is the later, you may want to adopt the PX Product Maxim:"Achieve everything through others"To quote Jessica Z. "Whenever I am asked to build a process, tool, or policy I do everything I possibly can to work out how I can build something which needs almost zero People-Team interaction on completion, while still delivering exceptional experiences"YES to this 👆🏻#peopleexperience #peopleops #humanresources

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Opportunity

🕵️♂️🔍 The quest for the ultimate dream team members continues! We've got three vital roles up for grabs:✅ Head of Product✅ UC XL Product Manager (Broadworks)✅ Analytics Product ManagerThink you've got what it takes? Or maybe you know someone who eats, sleeps, and dreams product perfection? If you're nodding your head or pointing fingers (figuratively, of course), don't be shy – hit up Annabel Talbot, our Talent Acquisition & HR Business Partner, at pc@access4.com.au. Or apply using the links in the comments!

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'The customer is always right,' they say.An impressive 95% of our customers would recommend Zevoy to a friend or colleague based on their onboarding experience. 🏆 According to our customers, this is mainly due to the ease of setting up a Zevoy account since users can efficiently tackle expense management-related hurdles from day one. Wow, thank you for the great feedback! ❤️Interested in automating your expense management processes and experiencing this for yourself? Book a demo: https://lnkd.in/eSU26YP5

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🌍 Happy World Product Day! 🚀Today, May 15th, we celebrate the incredible impact of Product Management and the profound ways it shapes our world. I'm reminded of the two overarching themes I've used in my Product career that have helped guide me in deciding which companies, people and projects to work. They are:1. 🔑 Everyone has a right to have an identity: In our interconnected world, a verified identity is more than a name; it's essential for accessing vital services. Product managers are at the forefront, creating secure, inclusive technologies that allow everyone to establish and safeguard their identities.2. 💵 "Everyone has a right to have access to financial services": Financial inclusion is critical for empowerment. Our role in Product involves innovating and developing accessible tools that break down traditional barriers—think mobile banking and micro-loans. These products are not just conveniences; they are necessities that drive community and economic growth.🎯 The Impact: By focusing on user empathy and technological innovation, Product folks like myself ensure that these fundamental rights transform into accessible, reliable services. Our commitment to enhancing user experiences and security helps foster trust and broadens technology's reach.As we mark this #WorldProductDay, let’s recognize and appreciate the societal changes driven by thoughtful product management. Here's to all the product managers and teams out there championing the dignity and potential of every individual through your work!#ProductManagement #Innovation #FinancialInclusion #DigitalIdentity #Empowerment

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Have you ever asked yourself:What does the customer need?How should we build solutions?What impact does our work have? Join Lane Shackleton, Coda’s Chief Product Officer, in a conversation about rituals employed by the strongest product teams to turn that ambiguity into clarity. https://bit.ly/4avjXqA

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Delighted to share the success story of ZEE5 Customer experience in the global region! We started with innumerable customer issues in subscripion domain and have overcome all the challenges with:1. Weekly cross-functional calls, uniting key players from product, tech, support, and delivery teams.2. Agile alignment, resource sharing, and strategic solutions that fueled success.3. Dedicated ownership and support during peak hours, resulting in enhanced turnaround time.4. Streamlined communication – daily stand-ups reduced to weekly as issues dwindled.Kudos to the dedicated teams – from customer support to developers, QA, and delivery managers! Big shout out to everyone for their hard work and commitment!ZEE5 ZEE5 Global Shimpu Hegde Debolina Konar Mahak Garg Prabal Saha PANKAJ SAINI Thirupathi Chindam Patel Aditi Singh Aditya Rao Harsh Gupta Ritin Kurve Archana Kumari #zee #workatzee #customerexperience #globalsuccess #teamcollaboration #productdevelopment #productmanagement

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Driven Auto Care is in a growing mindset, but not yet a growing phase.What that means - is we are focused heavily on creating and refining process, policy, and procedure while we are small.When I first took over the business, I hired aggressively, but had no onboarding process in place, no standard procedures, and minimal policies dictating how I wanted the work to be done.YET I had all sorts of passionate opinions about how I wanted us to work.This led to a fantastic suite of problems for me and my employees.They only learned how Driven Auto Care operates when they stepped out of bounds and were guided back in.That's some lazy and inefficient leadership.So, before we grow, I am building all of the process, policy, and procedure that I can think of to give my team the structured guardrails within which they can exercise their automotive service excellence.To that end, I have created an internal document called "How to Create a Driven Customer Experience" which I will be sharing piecemeal with you all here.Creating the best automotive service in the world.Stay tuned. Stay Driven.

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It’s 3 days left until we unveil our growth product management program designed specifically for YOUWant to be the first to hear about it? Join our waitlist to gain access to program details, enrollment perks, and early-bird opportunities.Join here: https://lnkd.in/d-BtT4pA#growthproductmanagement #growthpm #waitlist #growthproduct #productmanagement

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