Digital Product Manager, Strategy

Location
Atlanta, Georgia
Salary
competitive
Posted
Oct 23, 2019
Metro Area
Atlanta
Duration
Full Time

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.
Qualifications:

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.

Similar jobs

Similar jobs