Senior Product Manager | Service Desk

Apply now for a career that puts wellbeing first!

GET TO KNOW US

Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment - but you'll make wellbeing universal, so everyone can be happy and healthy. 

THE OPPORTUNITY

We are hiring a Senior Product Manager to our Service Desk team in São Paulo! 

The Service Desk area that is part of the tech team is responsible to provide day-to-day support and escalation on bugs and issues faced by our Gympassers and/ or customers. Our mission is to be a centralized point of contact for bugs and issues management and we are committed to a fast and quality help through teamwork and a proactive approach identifying and solving problems.

YOUR IMPACT

• Leading a team of 3 service desk specialists;
• Ensure the team is able to perform triage, assign, resolve, and escalate requests in the most effective way;
• Participating in team ceremonies including planning meetings, daily stand-ups, and retrospectives;
• Managing a request queue to prioritize requests based on customer needs, business priority and staff availability;
• Liaising with all Product Team and Business Areas in order to meet key metrics agreement by collaborating closely with different Squads to guarantee incidentes resolution;
• Hold periodic meetings with Squads to understand their key pain points to help improve Service Desk processes;
• Planning and delivery of Service Desk project/continuous improvement initiatives;
• Create and maintain training documents, troubleshooting guidelines and standard operating procedures  to speed up issues resolution;
• Utilize analytical skills to investigate the root cause of issues to help develop robust solutions to solve it once for all;
• Develop, maintain and understand a variety of monitoring, alerting, and reporting tools;
• Communicate alerts to team members and different stakeholders related to issues that may impact different areas.

WHO YOU ARE

• Bachelor's degree in Computer Science, Computer Engineering, or related discipline or equivalent practical experience;
• Previous experience supporting tech incidents from different stakeholders;
• Demonstrable knowledge of Jira Service Desk;
• Experience on ticket analysis and understanding issue trends;
• Self-motivated with a desire to learn quickly;
• Ability to apply critical thinking and root cause analysis to complex requests to deliver the best possible solution;
• An excellent communicator with presentation and facilitation skills, combined with a strong analytical/ technical aptitude;
• Ability to influence people in the pursuit of problem resolution and continuous improvement;
• Comfortable in a fast-paced changing work environment;
• Good proficiency in English language, both verbal and written.

If you also have some of the following topics you may stand out from the crowd:

• Project management skills;
• Good troubleshooting and problem-solving skills;
• Continuous and process improvement mindset;
• Experience with data query (SQL, R, or Python) and data visualization (Tableau/Power BI/Data Studio) tools.

WHAT WE OFFER YOU 

We're a wellness company that is committed to the health and well-being of our employees. Our flexible program allows you to customize your benefits, according to your needs! Our benefits include:

WELLNESS: Health, dental, and life insurance.

FLEXIBLE WORK: Choose when and where you work. For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

FLEXIBLE SCHEDULE: We give our employees some flexibility to adjust their working hours, letting them adjust their starting time within a range of 3 hours. 

GYMPASS: We believe in our mission and encourage our employees and their families to find their passion too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

PAID TIME OFF: We know how important it is that our employees take time away from work to recharge. 

BR: Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family.

BR: 100% paid parental leave of 6 weeks to all new parents, of both biological and adopted children, regardless of gender and parent's relationship with the co-parent, Also extended maternity leave under local legislation 

CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.  

CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page! 

And to get a glimpse of Life at Gympass… Follow us on Instagram @gympasscareers and LinkedIn!

Diversity, Equity, and Belonging at Gympass

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. At Gympass, we welcome and celebrate your authentic self.

Gympass is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

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