Digital Product Manager, Strategy

Role
Summary

Digital Care Strategy is seeking a Digital Product Manager to lead
the definition and execution of digital care multi-channel experiences. The
successful candidate will have a passion for building exceptional digital
products that drive positive customer sentiment across Cox.com, Cox Apps, and customer-facing
support channels such as chat and messenger. The candidate must be a
self-starter who can develop and maintain a strategic product roadmap focused
on improving the customer experience while balancing business and customer
needs. Collaboration is key as the Product Manager will work with a matrix of team
members across CX/design, agile development and key business stakeholders to prioritize
and deliver new features through their lifecycle - from planning through
implementation, maintenance and continuous improvement.

Primary
Responsibilities and Essential Functions

• Define and maintain the Digital Care strategy and associate
  multi-year benefit for Customer-facing care channels including Web, App, and
  Digital Assistance
• Prioritize multiple digital care backlogs to ensure cross-channel
  alignment and assist in determining value and scope; ensure relevance to larger
  experience journey priorities and vision
• Serve as a customer care subject matter expert on Features and
  User Stories with the focus of providing a quality end-to-end customer support
  experience
• Deliver new experiences for Web, App, and Digital Assistance
  channels by working directly with technology, business and operations partners
  to define requirements and assisting in overall feature management
• 
  Perform triage on critical issues, escalating as necessary, and
  communicating consistently and clearly with all concerned parties
• Serve as key resource to Product Owners and development teams to
  answer questions on behalf of the business, provide clarifications, and fulfill
  a quality assurance function, focusing on the Voice of the Customer
• 
  Update leadership on the Epic and Feature delivery schedule
  including dependencies impacting deliverables, along with recommended solutions
• Partner with Process and Product Owners to gather information and
  feedback for new enhancements and improvements to existing capabilities
• 
  Participate in sprint planning with stakeholder groups to drive strategic
  alignment and visibility for which features will be built when, and to ensure
  overall adherence to the product roadmap and enterprise strategic themes
• Ensure the delivery team understands the vision, direction, and
  business value for digital care channels
  
• 
  Work with Care leaders to prepare for and participate in portfolio
  and budget planning sessions to map out the work for the coming quarters
• Participate in sprint demos and provide final acceptance for
  completed User Stories; ensuring that the story meets of the business objective
  and high standards for customer experience
  
• 
  Facilitate communication and problem-solving across multiple teams
  and functional groups.

Minimum

•  5+ or more years of product management experience or equivalently-related
  professional experience in technology/software product development or software
  development, preferably with care or support experiences such as billing,
  account management or technical support
• Experience with processes and tools supporting Agile
  methodologies; 2+ years desired
• Comfort managing concurrent projects in a fast-based,
  results-driven environment
• Ability to translate strategic plans into tactical daily actions
  for execution
• Strong analytical skills, ability to interpret data and trends,
  diagnose problems, and recommend action plans to resolve issues
• Experience driving the development of journey-based programs with
  a focus on customer care solutions
• Problem solver able to define and evaluate alternatives and
  translate goals into specific tasks
• Experience using quantitative skills with the ability to link
  product design and features to strategic objectives while using hard data and
  metrics to substantiate assumptions and recommendations
• Experience partnering with multiple groups (IT, CX, Marketing) to
  define and execute on a roadmap
• Experience in roles which require initiative to drive projects,
  tenacity to delivery results in a complex environment, and the ability to
  manage across many projects
• Strong attention to detail in both technical and non-technical
  capacity.
• Excellent skills in presentation, analytics, communication, and
  negotiation
  
  

Preferred

• 
  
  BS/BA degree in related discipline strongly desired, such as Business, IT, English/Journalism etc.
• 2 or more years of experience in a management role preferred
• Experience in telecommunications industry desired

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.