Position Overview:

The Platform Product Specialist will support both the operational and strategic management of the Monumental+ Platform, focusing specifically on ViewLift and the overall Product direction. This position requires meticulous attention to detail, the capability to manage day-to-day operational support, internal communications, and tracking issue resolution. Key responsibilities include gathering and documenting detailed business requirements, ensuring optimal platform performance, and supporting critical initiatives. This position will also be instrumental in supporting wider organizational direct-to-consumer goals, focusing on enhancing user engagement, increasing revenue through platform optimization, platform reliability, and supporting the evolving needs.

Do you have a strong work ethic, are detail driven, creative, have a positive demeanor, and eagerness to learn? Apply today! We'd love to hear from you!

Responsibilities:

• Assist with developing and defining strategic plans by evaluating technological capabilities and business needs, with a focus on strengthening DTC offerings and aligning platform initiatives with broader business goals.
• Create summaries, reports, and presentations that outline project statuses, identify risks, and performance data relevant to DTC.
• Help facilitate meetings with customers and leaders from Marketing, Sales, Programming, Engineering, IT, BI, Content, and other relevant teams to identify and clarify business needs as it relates to ViewLift and other development efforts.
• Translate user, team, and business needs into detailed business requirements, and product requirements, including user stories and acceptance criteria.
• Engage with members of Monumental Sports Network to refine and prioritize the product backlog, ensuring alignment with business goals.
• Maintain comprehensive documentation and clear processess for all initiatives, strategic plans and project phases, from initial requirements gathering to final approved product requirements.
• Stay informed on technological advancements and CMS capabilities that could impact the platform or related initiatives, and champion the adoption of new workflows and tools across the broader team.
• Serve as the primary point of contact for ticket/bug support related to the ViewLift platform and FreshDesk, addressing issues such as system bugs, UX problems, and performance bottlenecks.
• Coordinate daily with the support team at ViewLift to resolve issues in a timely manner.
• Develop documentation to better track and monitor tickets/bugs to more easily identify trends and patterns, enabling faster issue resolution.
• Monitor platform performance metrics and data flows to ensure they meet predefined benchmarks and business needs.
• Analyze data daily to identify trends, anomalies, and areas for improvement in platform functionality and user experience in GA4, GTM, Stripe.
• Prepare and present regular reports on platform health and performance to senior management, emphasizing DTC metrics and performance.
• Handle general project communications, keeping all parties informed about project statuses, updates, and critical changes.
• Conduct workshops and training sessions to help partners understand new features and functionalities of ViewLift.
• Other duties as assigned.

Minimum Qualifications:

• Bachelor’s degree or equivalent professional experience.
• 2+ years of experience in product support, digital operations, technical support, or direct-to-consumer media platforms.
• Familiarity with digital product management, Quality Assurance testing, and web/app performance analytics tools (e.g., Google Analytics 4, Google Tag Manager, Stripe).
• Demonstrated ability to convert customer needs into detailed business/product requirements, user stories, acceptance criteria, and technical process documentation or workflow diagrams.
• Strong verbal and written communication skills.
• Experience serving as a liaison between cross-functional teams (Programming, Marketing, Business Intelligence) and external vendors or video platform partners.
• Ability to monitor platform health metrics, identifying recurring technical anomalies or UX bottlenecks, and turning data into actionable recommendations or executive reports.
• Flexibility to work non-standard hours, including evenings, weekends, and holidays as needed to support urgent platform troubleshooting and live broadcast/event stability.

Pay Range: $64k - $69k USD.

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.