Sleep Number

  • Associate, Product Development In Home Testing

    Job Location US-MN-Minneapolis
    Req. #
    2018-20099
    Type
    Fulltime-Regular
  • Overview

    This role will have the exciting opportunity to help bring Sleep Number products to market by facilitating in home consumer validation of both hardware and software platforms.  Enabling and supporting the customer experience validation of Sleep Number products by developing and managing in home and lab testing timelines.  This role will help to support the integration of the wholistic Sleep Number product experience during the development and validation phases of all active projects.  Acting as the project coordinator, this role will fulfill all prep tasks necessary to support a successful test as well as working with cross-functional teams to collaborate and build holistic in-home timelines and report outs. 

     

    As the tech support lead for all non-production products, this role will be the bridge to support building training material with our organization support partners; including but not limited to customer service, home delivery and sales. Driving efficiencies within stage-gate hand-offs in support of organizational readiness and product launch activities.

     

    Responsibilities

    • Support hardware and software product development by developing and managing timelines to execute in home and in lab testing
    • Manage all development tests – work with cross-functional partners (Consumer Insights, Home Delivery, Supply Chain, etc.) to execute the test plan(s) set forth by the development team –
      • Responsible for recruiting and managing all in home testers – directly and indirectly in partnership with consumer insights
      • Leads legal agreements and processes needed to ensure tester confidentiality
      • Order and distribute product
      • Distribute and support development applications
      • Create tactical execution plans needed to deploy test plans and capture necessary feedback/data
      • Act as tech support and customer service for all development products
      • Communicate to test participants
      • Manage any tax implications for employee test participants
      • Manage any return logistics needed for test product
      • Partner with consumer insights to develop & deploy test feedback tools
        • Assess survey / feedback tools results, and disseminate to organization as needed
      • Develop any non-production user instructions to support testing
    • Build and manage in home tester sample data-base giving Sleep Number direct access to testers in a pre-production manner to accelerate feedback and support ongoing software development validation needs
      • Manage list of users/customer resource management
      • Act as tech support and customer service for all customers in the non-production environments – logging and managing issues through completion
      • Track tester compliance with test protocols
      • Support inactive testers in acquiring replacement parts when necessary
    • Support ongoing software development
      • Partner with the engineering and product team to review detailed sleep data and product usage
      • Compare software release performance
    • Develop efficiencies and documentation for repeatable processes
      • Partner with QA to define automation opportunities and support development
      • Create logic models for how tests are developed and executed
        • Sample size logic development
        • Partner with development to define how to define a test plan
      • Support the development of support organization training materials – acting as the liaison between product and customer service to help build and maintain knowledge management

    Qualifications

    Position Requirements 

    • Bachelor’s degree in business related field desired
    • 2-4 years of experience in a customer support or product organization
    • Strong written communication skills; with strong acumen in Microsoft word, excel and PowerPoint
    • Project management experience desired

     

    Knowledge, Skills & Abilities

     

    • Self-starter and finisher that can take development test plans and develop & execute plans
    • Ability to multi-task efficiently and handle complexity
    • Strong communicator
    • Positive disposition
    • Understanding of Jira and project management tools
    • Be willing to perform soup to nuts – including possibly physically moving product

     

    Equal Opportunity Employer

     

    Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

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