Fictiv Benefits Overview

Owns the Voice of the Customer program by managing Qualtrics survey tickets, categorizing feedback, investigating root causes, and coordinating corrective actions across departments. Analyzes NPS, CSAT, and open-text data to identify trends and prepares reports and dashboards for stakeholders. The role also follows up with customers, improves VOC workflows, and communicates insights that drive customer experience and operational improvements.

Provides Level 1 IT support for hardware, software, networking, account access, and SaaS platforms. Handles ticket triage, troubleshooting, onboarding and offboarding, hardware inventory, desktop deployments, and basic IAM administration. Supports network, facility access, SIEM, SOC 2, documentation, and security initiatives under senior guidance. The role is based onsite in Santa Catarina, Nuevo León, and requires night-shift availability.

Lead product strategy and integrated roadmaps across catalog, search, e-commerce, supply chain, customer experience, and business systems. Manage and develop a multi-layered product organization, align executives and cross-functional teams, resolve dependencies, establish metrics, and drive disciplined product execution and launches. The role requires large-catalog e-commerce expertise, strategic prioritization, talent development, Agile practices, and active use of AI in product management.