Product's Ability: Product Knowledge

Knowing the inner-workings of our product

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to a squad when wielding this ability, and therefore I would put them in situations where they can employ this ability with only a small amount of guidance

Examples of what you can do

• Can create a job
• Can process applicants
• Can create onboarding tasks
• Can manage templates / hiring processes
• Can explain user groupings (Districts, Locations, Departments, etc)

Examples of what you would be trusted with

• Can take 50% of all tier-I support cases (mostly email, no phone)
• Could take notes in a product training/webinar

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to a squad when wielding this ability, and therefore I would put them in situations where they can employ this ability, with no assistance as well as being a trusted active or passive mentor to others

Examples of what you can do

• Can create a new account in an account class
• Can manage account classes
• Can manage aggregators

Examples of what you would be trusted with

• Can take 100% of all tier-I support cases
• Can take 50% of tier-II support cases
• Could take notes in a product training/webinar

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to multiple squads when wielding this ability, and therefore I would put them in situations where they can employ this ability as well as being considered an expert within this discipline

Examples of what you can do

• Can manage all objects within CareerPlug (ATS, Classic::Onboard, CP-Admin, & Partner Portal)
  • The expectation is that you are doing this successfully/understand the impact that the changes you are making may have on other areas of the app

Examples of what you would be trusted with

• Can take 100% of all tier-I support cases... folks come to you for answers
• Can take 100% of tier-II support cases
• Could host a product training/webinar
• Bugs you submit are almost always reproducible

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to a squad when wielding this ability, and therefore I would put them in situations where they can not only employ this ability but where they set the tone for this at the company level

Examples of what you can do

• Can effectively explain and manage APIs, webhooks, and integrations.

Examples of what you would be trusted with

• Can run Product Office Hours and answer any question or escalation about the product
• Product comes to you to understand how the product is supposed to work

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to not just internal teams but the community/industry in general when wielding this ability, and they are recognized by the community/industry as an expert

🛑 At the moment, this is not a milestone attainable. Milestone 4 is as high as you can get on Product knowledge.