New York Blood Center Enterprises

Product Support & Training Specialist

Rye, NY, US

Sponsorship not specified$85k-$95kDetected 5 days ago

AzureDevOpsData VisualizationProduct ManagementAgileCustomer SuccessResearchCommunicationWritingPlain LanguageCertified ScrumMaster

About the role

This role sits at a critical boundary: you are the voice of the user back into the product organization.
Distinguish between training gaps, product defects, and feature requests-routing each through the correct channel and ensuring none fall through the cracks.
Identify recurring usability issues, feature confusion, or adoption barriers and translate them into well-documented backlog items with supporting user evidence.

As the Product Support & Training Specialist at DAPI, you own the post-release product lifecycle censuring that NYBCe users across all divisions can effectively adopt, use, and get value from DAPI's software, analytics, and AI-powered products.
Reporting to the Director, Product Delivery Management, you will build and deliver training programs, manage the product support intake process, produce user documentation, and serve as the primary bridge between end users and the DAPI product teams.
Product support processes-intake triage, issue categorization, resolution tracking, and self-service knowledge base management.
Agile delivery model-how sprint cycles, release planning, and UAT fit together, and where support and training integrate into the lifecycle.
Balance reactive support volume with proactive training and documentation investment in a lean delivery environment.
Build trusted relationships with both business stakeholders and product/engineering teams-operating effectively at the boundary between them.

you are the voice of the user back into the product organization.
3+ years of experience in product support, training, technical writing, or user enablement role within a software or data product organization.
Demonstrated experience designing and delivering end-user training for software or analytics products across audiences with varied technical proficiency.
Familiarity with Agile delivery environments and how product releases are planned, communicated, and supported post-launch.
No certifications are required.
Bachelor's degree in communications, Information Technology, Business, Education, or a related field.
Equivalent practical experience will be considered.

Produce clear, accessible user documentation-guides, release notes, FAQs-maintained in sync with product releases.
Abilities: Empathize with non-technical users and translate their frustrations into actionable, well-structured product feedback.
Work independently across multiple product workstreams and user groups simultaneously without losing quality or responsiveness.
Embrace accountability and take ownership of user adoption outcomes across DAPI's product portfolio.
NYBCe's Lindsley F.
NYBC serves as a vital community lifeline dedicated to helping patients and advancing global public health.
To learn more, visit nybc.org.
Connect with us on Facebook, X, Instagram, and LinkedIn.

For applicants who will perform this position in Westchester County, the proposed annual salary is $85,000.00 to $95,000.00 per year.
For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant's skills, job-related knowledge, and experience.
NYBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually.

Any combination of education, training, and experience equivalent to the requirements above that has supplied the necessary knowledge, skills, and experience to perform the essential functions of the job.
Overview Founded in 1964, New York Blood Center (NYBC) has served the tri-state area for more than 60 years, delivering 500,000 lifesaving blood products annually to 150+ hospitals, EMS and healthcare partners.
NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations.
Instructional design principles-adult learning theory, role-based training design, and multi-format content development (guides, video, quick reference).

This listing is sourced directly from New York Blood Center Enterprises's careers page and normalized into a canonical job model.