Digital Experience Product Manager

About the Role

Key Responsibilities

• Defining vision, strategy, objectives, and priorities for best-in-class digital and assisted user experiences.
• Leading innovation and simplified experiences for sales and care representatives and customers.
• Listening to the voice of customers and employees, conducting tests, research, and analyzing competitive practices.
• Understanding and documenting current state processes, experiences, and high-level architecture, and analyzing gaps.
• Analyzing usage and funnel metrics to estimate the impact of new features and enhancements on KPIs.
• Defining product requirements, writing user stories, and leading cross-functional team meetings and follow-ups.
• Leading legal and security reviews of new features and conducting user acceptance testing.
• Ensuring on-time delivery and partnering with stakeholders across teams.
• Reporting on product performance with digital analytics tools and recommending ongoing improvements.
• Communicating the impact of features and enhancements to customers, stakeholders, and leadership.
• Developing tools and expertise to gather insights and recommendations using platforms like Quantum Metrics, Adobe Analytics, Medallia, and Verint.

Requirements

• Bachelor's degree or four or more years of relevant work experience.
• Experience writing and grooming user stories and partnering with GTS and Design teams on digital product delivery.
• Experience creating and implementing digital strategies and roadmaps to drive business impact.
• Telecommunications or industry experience.
• Strong analytical skills with the ability to interpret complex data and translate insights into strategies.
• Strong communication and interpersonal skills, capable of delivering succinct executive presentations.
• Action-oriented, results-driven professional with experience operating in a fast-paced environment.

Nice to Have

• Deep understanding of digital technologies, platforms, and best practices for creating exceptional customer experiences.
• Passion for customer-first innovation and digital transformation.

Qualifications

• Educational background including a bachelor's degree or equivalent work experience.
• Relevant experience in digital product management, ideally in telecommunications or related industries.

Benefits & Perks

• Health and wellness benefits including medical, dental, vision, disability, and life insurance.
• Identity theft protection, pet insurance, and group home & auto insurance.
• Matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays, and up to 6 personal days per year.
• Parental leave, adoption assistance, tuition assistance, and other incentives.
• Vacation days starting at up to 15 days per year, increasing with service.
• Compensation varies based on location and experience, with potential for incentive-based earnings.