Cox Communication is seeking a Senior Product Manager to lead the definition and execution of back office digital teams on the Digital Assist Platform Enablement Team. The successful candidate will have a passion for building exceptional products that drive positive experience for our business stakeholders.
The candidate must be a self-starter who can develop and maintain a strategic product roadmap focused on improving the customer experience while balancing business and customer needs. Collaboration is key as the Product Manager will work with a matrix of team members across CX/design, agile development and key business stakeholders to prioritize and deliver new features through their lifecycle - from planning through implementation, maintenance and continuous improvement.
Primary Responsibilities and Essential Functions
- Define and maintain the back office digital assist and associate multi-year benefit for agent-facing digital assist platform(s)
- Serve as a subject matter expert on platform features providing a quality end-to-end internal customer support experience
- Deliver new experiences for the digital assistance platform by working directly with technology, business and operations partners to define requirements and assisting in overall platform management
- Perform triage on critical issues, escalating as necessary, and communicating consistently and clearly with all concerned parties
- Serve as key resource to Product Owners and development teams to answer questions on behalf of the business, provide clarifications, and fulfill a quality assurance function, focusing on the needs of our internal customers
- Update leadership on the delivery schedule including dependencies impacting deliverables, along with recommended solutions for our back office digital assist teams.
- Partner with business stakeholders to gather information and feedback for new enhancements and improvements to existing capabilities
- Ensure the delivery team understands the vision, direction, and business value for digital assist partners and business owners
- Participate in sprint demos and provide final acceptance for completed User Stories; ensuring that the story meets of the business objective and high standards for customer experience
- Facilitate communication and problem-solving across multiple teams and functional groups.
Qualifications
Required
- Bachelor's degree in a related discipline and 4 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 2+ years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field
- Experience with processes and tools supporting Agile methodologies
- Comfort managing concurrent projects and partnering with multiple groups in a fast-based, results-driven environment
- Self-starter and problem-solver with ability to define and evaluate alternatives and translate goals into specific tasks
- Strong analytical skills, ability to interpret data and trends, diagnose problems, and recommend action plans to resolve business issues
- Experience using quantitative skills with the ability to link product design and features to strategic objectives while using hard data and metrics to substantiate assumptions and recommendations
- Strong attention to detail in both technical and non-technical capacity.
- Excellent skills in presentation, analytics, communication, and negotiation
Preferred
- Experiences supporting billing, account management or technical teams
- Experience in telecommunications industry desired
- Experience with CCAAS Platforms
- Experience driving the development of journey-based programs with a focus on customer-centered solutions
USD 99,000.00 - 165,000.00 per year
Compensation:
Compensation includes a base salary of $99,000.00 - $165,000.00. 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.
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.
