Senior Product Manager, Passenger Experience

About the Role

Key Responsibilities

• Own the primary passenger interface (portal) for Intelsat's airline customers
• Manage the tactical and strategic roadmap for the product, prioritizing both near-term requests and longer-term outcome-based initiatives that drive revenue and increase customer satisfaction
• Act within an Agile framework, applying established frameworks to assume Epic ownership, write Feature requirements, and assist software development teams to bring capabilities to life
• Engage directly and frequently with airlines to scope their desired passenger experience using features and capabilities that you manage
• Drive commercial objectives including external partnerships, sponsorships, and retail conversion initiatives that drive greater adoption of and satisfaction with the product
• Use market research, direct customer feedback, and Customer Satisfaction surveys to solve complex problems that matter to millions of passengers
• Place an extraordinary focus on customer experience measurement, collecting, analyzing, and synthesizing that data to contribute to a roadmap and culture of continuous improvement
• Serve as a subject-matter expert for internal and external stakeholder questions and opportunities

Requirements

• Four-year college degree in business, economics, or a related field
• 5+ years Product Management and/or Account Management or related experience
• Demonstrated ability or experience with defining requirements in structured frameworks
• Experience with eCommerce, payments, telecommunications, or software development with a focus on the end customer
• Experience with front-end applications and UI (websites / web portals, mobile apps, etc.)
• Structured work ethic and excellent organizational skills including ability to leverage strategy and collaboration tools like Jira, Miro, JAMA, Kanban boards
• Strong interest and capacity to identify and address market needs through a continually evolving understanding of industry trends and journey personas (passenger, crew, airline, sponsor, content provider, etc.)
• Ability to translate market needs into a business hypothesis for commercial evaluation and prioritization
• Ability to own cross-functional initiatives from conception to execution, leading stakeholder groups and Agile teams
• Candidates must be a US Person (US Citizen, Permanent Resident, or Protected Individual such as an asylee or refugee) due to ITAR/EAR regulations

Nice to Have

• Experience or exposure to the airline industry, especially Inflight Connectivity and Entertainment (IFEC) adjacencies
• Understanding of user-centric approaches to product design, including evolving trends in consumer behavior and accessibility
• Exposure to software development / product management tactics such as Behavior Driven Development, Test Driven Development, and Product Needs Analysis
• Formal training or certifications in Lean Product Management and/or Agile practices, such as SAFe for Teams or Leading SAFe

Benefits & Perks

• Hybrid work environment offering up to two days per week work from home (for eligible positions)
• Development opportunities supporting professional growth
• Participation in satellite launch parties, company connect events, charitable activities, team social events, and recognition programs
• Wide range of benefits including paid leave, medical, tuition reimbursement, retirement benefits, employee wellness offerings, and more