Digital Product Manager-Mid
Digital Product Manager-Mid
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Salary Not Disclosed
1 Vacancy
Job Description
In this role the Product Manager (PdM) will be responsible for the consumer facing Help Center experiences PdM will optimize the customer experience to promote selfservice and agent chat/chatbot channels where possible and turn wouldbe brand detractors into promoters.
Responsibilities:
- Develop a deep understanding and empathy for our users including customers support agents and operators and use this knowledge to identify and solve problems.
- Conduct and analyze feedback from stakeholders market research customer research usability testing and UAT to ensure we're designing the correct solutions.
- Work with senior management to create and execute on the product roadmap by working across multiple functions.
- Define project scope and schedule organize and lead project status and working meetings provide status reporting and manage risks and issues.
- Work closely with software engineers to ensure products and releases are launched correctly and on schedule.
- Make creative recommendations to expand the product base and vision and suggest ways to track product use and impact on end users.
- Produce and review product requirements documents wireframes prototypes and write specifications for new features and changes.
- Actively engages in product and business discussions definition of overall roadmaps and architectural product strategy.
- Hold team accountable for commitments remove roadblocks and champion ongoing process improvements for Agile teams.
- A Bachelors degree in a related field or comparable professional experience.
- At least 6 years of product management & UX experience.
- At least 2 years in leading product teams.
- Experience as a team lead working with other disciplines to identify scope and execute critical projects.
- Strong analytical ability and experience making databased decisions that elevate teams members and products.
- Strong communication skills and emotional intelligence.
- A doer who builds trust within teams and creates excitement about the challenges we plan to tackle.
- Experience in developing customer support CRM or customer service platforms is preferred.
Employment Type
Full Time
