Product Specialist

Job Summary:
We are seeking a Product Specialist with experience in WordPress CMS to support the Leaders Edge Website Program. This role combines product ownership, customer support, and training responsibilities, serving both internal teams and travel advisor end users. The Product Specialist will work closely with Marketing, IT, and Support Services to enhance product experience, drive adoption, and ensure customer success.
Essential Duties and Responsibilities:
Product Ownership
Serve as the product owner and subject matter expert for the Leaders Edge Website Program, a templated website solution built on WordPress.Manage product enhancements and improvements based on business needs and user feedback.Gather, document, and prioritize business and user requirements to support product enhancements and strategic initiatives.Maintain and manage the product backlog, ensuring work is aligned with business objectives, customer needs, and available resources.Partner with stakeholders to define requirements, evaluate solutions, and establish priorities for product improvements.Coordinate with development teams throughout the software development lifecycle to support successful delivery of new features and enhancements.Monitor product performance, user adoption, and customer feedback to identify opportunities for continuous improvement.
Customer Support
Partner with Support Services to resolve complex customer issues.Provide Tier 2 support to travel advisors, troubleshooting issues and ensuring effective use of the platform.Collaborate with WordPress developers and technical teams to investigate, prioritize, and resolve escalated issues, ensuring timely communication and resolution for end users.
Training & Adoption
Serve as a confident and engaging presenter, regularly speaking to both internal and external audiences of varying technical skill levels.Lead live product demonstrations, training sessions, and large-group presentations at company meetings, webinars, and network events.Translate technical concepts into clear, user-friendly guidance tailored to diverse audiences.Participate in network events, conferences, and other customer-facing engagements in person as needed.
Cross-Functional Collaboration
Collaborate with Marketing, IT, and Support Services to align product initiatives with business objectives and customer needs.
User Feedback & Continuous Improvement
Collect, analyze, and prioritize user feedback to support product enhancements, feature development, and overall customer satisfaction.
Education, Knowledge and Skills:
Bachelor's degree in Business, Technology, or a related field, or equivalent professional experience.Strong experience with WordPress CMS, website administration, and web technologies including HTML and CSS.Knowledge of website design and development practices, including third-party integrations, CRM platforms, and marketing automation tools.Experience gathering business requirements, managing priorities, and working within Agile or similar product development environments.Understanding of software development lifecycle (SDLC) processes.Familiarity with SEO best practices.Experience with Salesforce or similar CRM platforms.Strong analytical and problem-solving skills with the ability to resolve customer issues effectively.Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.Ability to remain calm, customer-focused, and solution-oriented in a fast-paced environment.Strong presentation and public speaking skills, with experience delivering training and product demonstrations.Ability to engage and educate technical and non-technical audiences in both in-person and virtual settings.Experience with Microsoft Office Products