Lead Product Manager, Next Best Experience
Purpose:
The Lead Product Manager, Next Best Experience (NBX) is responsible for the development, implementation, and ongoing maintenance of the Next Best Experience (NBX) capabilities at Cox Communications. In this role, you will manage and optimize Agent and customer journeys, ensuring both seamless experiences and productive interactions that align with Cox's objectives. These journeys cover the entire customer lifecycle, from initial engagement to continuous service.
This position will be responsible for the product mgmt, implementation, and ongoing ownership of the Next Best Experience (NBX) capabilities at Cox Communications. This position will be responsible for reviewing the existing Support-specific NBX library and identify/delivering on improvement opportunities. Specifically, this role will be focused on enabling a more robust library of Support-specific NBXs, covering most all support actions Cox would like Customers to complete, like Sign Up for Easy pay, Swap Your Device, Sign Up For Digital Account, etc. This position will partner with their peers to execute the NBX strategy across all Tools channels (e.g., ICE, Solutions Center, .Com, App, IVR, etc.), ensuring these capabilities deliver strategic value, high-quality, and consistent service to all customers, both internal and external through increasing acceptance rates.
Key Responsibilities:
- Defines new NBX features & capabilities through agile delivery and roadmap planning (this includes process documentation, requirements gathering, user story creation, etc.)
- Ensures features & capabilities align from a cross-functional perspective and embed seamlessly from a go-to-market perspective (where applicable)
- Interacts directly with multiple Tools Experience & Enablement (TEE) channels and platforms to provide support and ensure tool capabilities & features meet the needs of the business (this may include driving business cases, cost / savings analysis, etc.)
- Responsible for ensuring the successful implementation of new tool services, data ingestion, process improvement initiatives and/or operational risk mitigation strategies align with overall business drivers
- Responsible for partnering with business and technology resources to document formal business requirements for IT development where needed
- Responsible for conducting root-cause analysis as needed to ensure attainment of key business value targets.
- Communicates company and department goals, strategic vision and information to staff, department leaders, cross functional departments, and stakeholders effectively
- Partners with stakeholders on strategic business planning and initiatives, pilot testing, implementing best practices and optimizing workflow to enhance performance and drive effective resource management to meet or exceed customer and business expectations
- Works with internal business partners to ensure business objectives are met or exceeded
- Monitors and ensures compliance with all company policies.
- Reviews and translates customer escalations, provides solutions and supports team to execute appropriate solutions and/or responses
- Develops processes to improve workflow and department efficiency
- Promotes positive work environment, motivates and coaches others to achieve department and company goals
- Demonstrates enterprise wide thinking by collaborating across channels / applications on special projects and develops, builds and manages relationships with technology and business peers.
Minimum:
- Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year of experience; or 10 years' experience in a related field
- Experience in digital product delivery, digital marketing, web strategy, web development, or equivalent
- Ability to lead product ideation, discovery and delivery in an Agile environment with a strong focus on collaboration between customers, stakeholders and delivery teams
- Ability to manage multiple concurrent objectives, projects or activities that can be impacted by shifting priorities
- Excellent interpersonal, collaborative and communication skills to work effectively with teams throughout organization
- Experience with digital product lifecycle and adherence to digital product development methodologies
- Demonstrate strong technical and market knowledge
Preferred:
- Experience in telecommunications or high-tech environment
- Agile delivery experience - SAFe, Scrum, Kanban, or similar
- Jira Project Tracking Software experience
- Ability to work independently with minimal guidance
USD 108,800.00 - 181,400.00 per year
Compensation:
Compensation includes a base salary of $108,800.00 - $181,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Application Deadline: 02/24/2025
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
