Lead Product Management and Development - Digital CX
About The Position
Responsible for turning ambiguous business needs into actionable requirements that development teams can build to. Partners across research, design, and analytics to validate customer problems, defines target-state journeys across Manage, Support, and Learn, and ensures acceptance criteria are met before initiatives are declared complete. Drives requirement clarity, journey coherence, and measurable customer outcomes across the digital portfolio. Recognized as the go-to owner for turning ambiguous business needs into shipped customer outcomes. Closes the gap between business intent and delivered experience by owning requirements, journeys, and validation end-to-end.
Requirements
- Bachelor's degree required
- 5+ years in product management, service design, UX research, or business analysis with direct experience authoring user stories and acceptance criteria for software development teams.
- Demonstrated experience partnering with research, design, and analytics functions.
- Journey mapping and Agile/SAFe fluency required.
Nice To Haves
- advanced degree preferred
Responsibilities
- Translates business requests, executive intent, and customer research into problem statements, personas, outcomes, and acceptance criteria.
- Defines and maintains target-state digital journeys across Manage, Support, and Learn, spanning small business, mid-market, and enterprise segments.
- Ensures journeys are coherent across products, channels, and lifecycle stages, and grounded in validated customer insight rather than internal preference.
- Partners with UX research, service design, and product analytics to translate qualitative insight and behavioral data into prioritized, MECE requirements.
- Uses research to validate that requirements address real customer problems; uses analytics to size opportunity and confirm impact after launch.
- Authors user stories, use cases, and acceptance criteria at the level of detail engineering teams can build to without rework.
- Serves as the product-side owner of Definition of Ready — no ambiguous asks enter development.
- Tracks requirements through development, partners with engineering during PI planning, sprint reviews, and demos, and confirms delivered functionality meets acceptance criteria before launch.
- Owns the closed loop between what was asked, what was built, and what customers experience.
- Serves as the single business voice across Product, Digital, Technology, UX, Research, and Analytics.
- Consolidates conflicting stakeholder input into one prioritized requirement set with documented tradeoffs.
- Validates proposed experiences through usability testing, concept validation, and structured research.
- Confirms post-launch that shipped functionality moves the customer and business metrics defined in the original requirements.
- Uses AI tools to accelerate requirements drafting, journey mapping, user-story generation, and requirement-to-delivery traceability.
Benefits
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
- Paid Parental Leave
- Paid Caregiver Leave
- Additional sick leave beyond what state and local law require may be available but is unprotected
- Adoption Reimbursement
- Disability Benefits (short term and long term)
- Life and Accidental Death Insurance
- Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
- Employee Assistance Programs (EAP)
- Extensive employee wellness programs
- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
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What This Job Offers
Job Type
Full-time
Career Level
Senior
