Sr. Product Manager, Customer Experience
- Atlanta, United States
Posted 25 days ago
About the role
Position Purpose:
The Sr. Product Manager, Customer Experience is responsible for assessing market needs and inspiring cross-functional product teams to find the fastest way to achieve value around those needs. The role focuses on delivering business value to drive sales, improve efficiency, and improve customer satisfaction through the production of quality products. Within their designated enterprise product line, Sr. Product Managers work closely with teams of developers, designers, and business partners. They support in-depth business reviews, communicate and present across all levels of the organization and support cross-functional product teams. Importantly, the Sr. Product Manager, must be able to work at the strategic level (generating innovative ideas for growth, change management) and at the tactical level (analyzing data, solving problems, being a force multiplier and leader of their teams). The Sr. Product Manager is often responsible for products that are higher-profile and/or that are larger in scope.
Key Responsibilities:
50% Strategy & Planning:
Seeks to empathize with and understand the end user deeply and use that knowledge to determine the fastest path to deliver value
Translates business goals and end user needs into product strategy; communicates direction and product priorities to the development team, other matrixed teams, and third-party partners
Identifies goals, metrics and analytics to determine product value; continually makes recommendations and refinements to the product backlog based on learnings
Manages and grooms the product backlog; makes future decisions based on the value that will be delivered
Partners with Finance to understand financial needs and assist in the creation of business plans for new opportunities
Monitors research as well as the competitive landscape to recommend the best solutions and ensure that products remain or become best in class
Ensures that product directions balance both the user needs and business goals of driving sales, improving efficiency and enhancing customer satisfaction
20% Delivery & Execution:
Formulates, tests and refines assumptions and hypotheses through user research and testing
Documents, reviews and ensures that all quality and change control standards are met
Creates, prioritizes and accepts user stories; incorporate them into release planning
Makes product decisions that drive value on a daily basis
Identifies and considers pros, cons, issues, obstacles, dependencies and value associated with features and enhancements
Participates in standups, iteration planning sessions, product demo, and retrospectives
Condenses complex technical concepts into non-technical language for stakeholders
30% People:
Fosters collaboration with team members (Engineering, UX, etc.) to drive value and identify and resolve impediments
Acts as a proponent of modern software development practices
Advocates for the end user and stakeholder by becoming associated with the product, empathizing with and understanding user needs
Works with the product team to continuously assess progress, disseminate lessons learned, and understand next steps
Manages cross functional team and stakeholder expectations to execute on product strategy and provides education to requestors to determine prioritization based on tangible benefits and/or user experience
Guides more junior team members in strategy, alignment, analysis and execution tasks
Participates in and contributes to learning activities around modern software design and development core practices (communities of practice)
Participates in talent acquisition, development and retention activities in support of team
Direct Manager/Direct Reports:
Typically reports to the Product Management Manager or Sr. Manager.
Travel Requirements:
Typically requires overnight travel less than 10% of the time.
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
3-6 years of relevant work experience
Experience working as a Product Manager in a modern software development based enterprise environment
Experience with modern software development product management practices and agile methodologies, specifically the extreme programming (XP) principles of paired programming, test driven development, and continuous deployment
Proficiency in working in a fast paced, fluid environment where priorities shift on a regular basis
Proficiency in communicating with and influencing functional and technical team members at all levels in the organization
Proficiency in working as part of a collaborative, cross-functional, modern software design and development team
Proficiency in creating, prioritizing and accepting user stories
Proficiency in conducting user research and testing to understand needs
Proficiency in identifying goals, metrics and analytics to measure product value
Proficiency in conducting competitive research and analysis
Experience guiding more junior team members through Product Management fundamentals in a professional setting
Minimum Education:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
No additional education
Minimum Years of Work Experience:
3
Preferred Years of Work Experience:
No additional years of experience
Minimum Leadership Experience:
None
Preferred Leadership Experience:
None
Certifications:
None
Competencies:
Balances Stakeholders: Anticipating and balancing the needs of multiple stakeholders
Business Insight: Applying knowledge of business and the marketplace to advance the organization's goals
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Cultivates Innovation: Creating new and better ways for the organization to be successful
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Drives Vision and Purpose: Painting a compelling picture of the vision and strategy that motivates others to action
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
Manages Complexity: Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems
Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
Organizational Savvy: Maneuvering comfortably through complex policy, process and people-related organizational dynamics
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
Empathy: Understands the needs of multiple stakeholders and is responsive in meeting their needs with the most optimal resolution