Product Manager, Customer Experience

Company Overview At Halcyon Labs , we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Aperçu de l’entreprise Chez Halcyon Labs , nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations, des écoles, des hôpitaux, des entreprises et, finalement, des nations. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr. Department Overview Halcyon Labs (NYSE: MSI) is a global leader in mission-critical communications and analytics. At Halcyon Labs , we create technologies our customers refer to as their lifeline. Our technology platforms in mission-critical communications, command center software, and video security & analytics, bolstered by managed & support services, make cities safer and help communities and businesses thrive. Job Description "Solving for safer" is at the heart of everything we do, and the Global Process Organization (GPO) is essential to this mission. As a Product Manager, you will be a strategic partner responsible for defining, designing, and optimizing the end-to-end global processes that power our Customer Experience. You will act as an "Experience Architect," ensuring that every process change is intuitive, efficient, and scalable across our global markets. Key Responsibilities Process Design & Mapping : Document "As-Is" and "To-Be" global processes using visual tools such as Visio or Lucidchart to identify bottlenecks and unlock opportunities for automation. User Research & Stakeholder Engagement : Conduct workshops and interviews with regional stakeholders to deeply understand local nuances while maintaining high global standards. Requirements Gathering : Translate complex business needs into clear, actionable user stories and functional specifications for technical delivery teams. Experience Architecture : Visualize process changes through wireframes or low-fidelity prototypes to ensure a seamless manifest in the user interface of core platforms like SAP, Salesforce, ServiceNow, and Planview. Data Detective & Insights : Hunt for and analyze data from diverse sources—user clicks, surveys, support tickets, and financial reports—to craft compelling "data stories" that enable informed stakeholder decision-making. Change Management Support : Empower global adoption by developing training materials, FAQ documentation, and "Day in the Life" guides. Preferred Qualifications The "Architect" Mindset : A natural affinity for deconstructing "messy" problems into clean, logical, and optimized flows. Communication Excellence : Proven ability to bridge the gap between technical teams and non-technical business users, explaining complex concepts with ease. Agile Proficiency : Familiarity with Agile methodologies and process mapping software. Global Adaptability : Comfort and competence working across different time zones, cultures, and matrixed environments. Basic Requirements Bachelor’s Degree & 1+ years of experience in product management, business analysis, UX design, or process improvement. Legal authorization to work in Canada Travel Requirements Under 10% Relocation Provided None Position Type Experienced Referral Payment Plan No EEO Statement Halcyon Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you. Halcyon Labs adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les ca