About the position
The Digital Product Manager assumes a crucial role in creating high-value digital experiences for SGWS customers, Customer Service Agents, & Sales Consultants. The Product Manager role seeks to maximize the value we create for users by working closely with business stakeholders, and lead counterparts in design, software engineering, & agile orchestration. This individual will manage our Customer Service team focused on transforming our Callcenter applications, Field Sales tools, and Proof Commerce into a world class B2B experiences by leveraging omni-channel solutions. This role will make it easier to do business with Souther Glazers, help our users be more efficient, and focus on providing Sales solutions to our customers. This role reports to a Digital Portfolio Lead who is responsible for ultimate alignment across the product teams within the portfolio to the end users' greatest needs and opportunities.
Responsibilities
- Define and communicate the product vision and strategy for customer service and support software, aligning with the company's overall goals and objectives.
- End-to-end implementation of the digital product and managing risks, driving adoption, and reducing reliance on legacy tools over time.
- Running pilots, proving value and viability, and creating buy-in to invest in the products.
- Drive highest possible adoption of digital capabilities by translating the product vision into actionable epics and user stories, with a focus on seamless omni-channel experiences and real-time product/pricing strategies.
- Continuously monitor and analyze the performance of Customer Service, utilizing metrics to measure issue types, channels, resolution times, and customer satisfaction.
- Identify opportunities to automate the support process and improve experiences across various support channels.
- Effectively communicate the Customer Service team's priorities, progress, and changes to internal teams and external stakeholders.
- Continually practice a shift in mindset from 'requirements' to continuous improvement of the problem's solution.
- Accountable for measurable outcomes that ladder up to company objectives and business results.
- Curate and refine the product team's backlog, giving priority to features that enhance omnichannel service, automation, and improved experiences for our end users.
- Establish best practices and standards to engage with Service leaders to gain insights into their evolving needs, challenges, and feedback operational landscape.
- Focus on outcome and seamless user experiences over any specific technology; Driving tech-agnostic solutions.
- Compressing project timelines through Agile ways of working and rigorous prioritization.
- Navigate the organization to remove obstacles for the product teams.
- Critically assess existing capabilities to understand any build vs. buy approach to product development.
- Launching and phasing solutions utilizing agile methodologies to build internal efficiencies and scalable technology development.
- Work with cross-functional teams of designers, full-stack engineers, architects, data scientists, DevSecOps, platform teams, to drive modular service-oriented solutions that leverage and create data assets.
Requirements
- Prior experience with Customer Service and Omnichannel support.
- Experience building best-in-class customer experiences that accommodate varied customer segments while maintaining a level of consistency that is supportable and scalable.
- Prior experience creating new digital products that succeed in satisfying the users' need, and optimizing existing digital products to increase adoption and utilization.
- In-depth knowledge of Agile methodologies.
- Experience with agile development teams and workflows within JIRA or similar systems.
- Strong data-driven decision-making capabilities, particularly in the area of Customer Service and Callcenter operations.
- Experience working in a federated model with product teams use of digital and data platforms across proprietary data, software, and commercially off the shelf software as part of the enterprise architecture standards.
- Effective communication skills, especially in translating complex design ideas to non-design stakeholders.
Benefits
- Comprehensive medical and prescription drug coverage
- Dental and vision plans
- Tax-saving Flexible Spending Accounts
- Disability coverage
- Life insurance plans
- 401(k) plan
- Tuition assistance
- Wellness program
- Parental leave
- Vacation accrual
- Paid sick leave
