Digital Product Specialist

American Consumer Credit Counseling•Newton, MA

7d•Hybrid

About The Position

The Digital Product Specialist is responsible for supporting the design, testing, implementation, and continuous improvement of ACCC's digital products. This position works closely with the Digital Product Manager, the Digital Product Coordinator, developers, business stakeholders, and vendors to ensure digital products meet business objectives while providing a high-quality customer experience. The Digital Product Specialist participates throughout the product lifecycle by validating new functionality, documenting requirements, performing quality assurance testing, researching industry trends, supporting product releases, and identifying opportunities for continuous improvement across ACCC's digital platforms. This position follows ACCC's hybrid work schedule. Employees primarily work remotely and are required to report to the office as directed by management for scheduled in-office days, meetings, training, or other business needs.

Requirements

Strong problem solving, analytic, decision-making skills and solution innovation advancements.
Able to interpret data and trends, diagnose problems.
Excellent time management skills with the ability to prioritize multiple projects, accountability, proactive nature and committed work ethic.
Strong understanding of the credit counseling process.
Strong oral/written communication skills. Detail oriented.
Specialized Knowledge, Licenses, Certifications: Debt Management Programs
Other: Advanced computer knowledge; basic to intermediate mathematical skills; ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, standard operating procedures (S.O.P.s); demonstrate time management and attention to detail; ability to interact and work in a team environment; demonstrate ability to comprehend verbal and written information

Responsibilities

Support the planning, development, testing, implementation, and maintenance of ACCC digital products.
Collaborate with cross-functional teams to ensure product enhancements align with business and customer needs.
Assist with documenting product requirements, user stories, workflows, and feature specifications.
Participate in product planning, backlog refinement, and sprint activities.
Perform manual testing of web applications, mobile applications (CreditU; iOS and Android), and internal platforms.
Develop and execute test plans, test cases, regression tests, smoke tests, exploratory testing, and user acceptance testing.
Identify, document, reproduce, and validate software defects using Jira.
Verify fixes prior to production releases and assist with post-release validation.
Monitor production environments and report issues impacting customers or employees.
Assist with investigating production issues and support tickets.
Work with developers and business stakeholders to troubleshoot and validate software fixes.
Help prioritize defects and enhancements based on business impact.
Conduct competitor research and monitor industry trends to support product strategy.
Assist with analyzing customer feedback, product usage, and business needs to identify opportunities for improvement.
Support product research and vendor evaluations as assigned.
Maintain product documentation, release notes, testing documentation, and SOPs.
Document testing results and product changes within Jira and other project management tools.
Help maintain product roadmaps and project documentation.
Work closely with IT, Counseling, Marketing, Client Services, QA, and external vendors throughout the product development lifecycle.
Perform other duties as assigned.