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Product Manager II
2 months ago
Product Manager II
Contract-to-Hire
On site 5 days
Stamford Connecticut
Your Team Overview/ Department:
The team’s role is to identify and remove friction points in the customer experience across all channels (Web, App, IVR, IVA, Digital Communications). The focus is on the end-to-end repair journey which covers outages, troubleshooting of equipment, and appointment management. The process includes journey mapping, call data analysis, call listening, Voice of Customer analysis, and building strong relationships with partners in call centers, field operations, and product development.
Story behind the need/key projects:
To help write requirements for customer commitment projects, etc. This role is to help with writing business requirements for the digital channels as it relates to the journeys of Troubleshooting, Appointments, and Outages. In addition, to design journey maps and create business cases on gaps in customer experience.
Typical day in the role/task breakdown %:
Attending meetings and requirement session. Investigating and writing business use cases.
Value Proposition/resume builders/why work for this team and Client: We are a customer centric focused team that advocates to design a holistic end to end experience to drive first in class customer experience.
Top 3 Must-have hard skills: Strong writing skills, excellent communication skills
Experience required:
Deeply understands industry best practices in product development process specific to the cable or telecommunications space and translate appropriate steps for unique organization and market position. Informs and assists with gathering information to translate high-level process goals into specific sub-processes with appropriate documentation, develop communication plan for stakeholders and process. Supports the development and communication of product strategies dependent on new services/features to drive financial results. Works with different lines of business on implementing new product strategy. Leads product launches and enhancements of products across service and application portfolio. Level II has a minimum 3-5 product development/management experience within cable/telecommunications. *Outage experience is a plus*
