Lead Product Manager, Digital Care

Fanatics•Redwood City, CA

3d•Hybrid

About The Position

Define Product strategy, feature design, and technology approach; Define product strategy and KPIs that reflect progress; Drive progress on end-to-end process/workflow improvement across functions; Identify the root causes of issues and resolve them; Develop and implement self-service features that enable customers to manage their orders; Enhancing the self-service order modification framework and managing the chat and voice bot products; Identify pain points and opportunities in the post-order experience through customer feedback, data analysis, and market research; Collaborate with customer service teams to ensure alignment between automated solutions and human support; Manage multiple stakeholders across the organization; Define and manage the product roadmap, setting of and continuously managing the right expectations with all relevant stakeholders including the senior leadership team; Establish and oversee the requirements definition process to ensure products will achieve desired outcomes of stakeholders and/customers; Proactively identify and resolve strategic issues that may impair the organization’s ability to meet its strategic, financial, and technical goals.

Requirements

Master's degree or U.S. equivalent in Computer Science, Computer Engineering, Electronic Engineering, Business Analytics, Statistics, or a related field
3 years of professional experience as a Senior Product Manager, Product Management Specialist, or any occupation, job title, or position defining vision and strategy for a technical consumer product
3 years of professional experience driving full technical product lifecycle including integrating customer feedback into product requirements, driving prioritization and pre/post-launch execution
3 years of professional experience capturing product requirements including stories, charting roadmap and documenting short and long-term customer use cases in product development workflow management tools
3 years of professional experience utilizing agile development methodologies, including conducting sprint plans to continuously release product updates
3 years of professional experience analyzing customer telemetry data in analytics tools, including Excel, and deriving actionable insights
3 years of professional experience performing root cause analysis to develop machine learning algorithms to optimize the platform
3 years of professional experience creating wireframes, prototypes and mocks using tools, including PowerPoint and Paint
3 years of professional experience performing stakeholder management

Responsibilities

Define Product strategy, feature design, and technology approach
Define product strategy and KPIs that reflect progress
Drive progress on end-to-end process/workflow improvement across functions
Identify the root causes of issues and resolve them
Develop and implement self-service features that enable customers to manage their orders
Enhance the self-service order modification framework and manage the chat and voice bot products
Identify pain points and opportunities in the post-order experience through customer feedback, data analysis, and market research
Collaborate with customer service teams to ensure alignment between automated solutions and human support
Manage multiple stakeholders across the organization
Define and manage the product roadmap, setting of and continuously managing the right expectations with all relevant stakeholders including the senior leadership team
Establish and oversee the requirements definition process to ensure products will achieve desired outcomes of stakeholders and/customers
Proactively identify and resolve strategic issues that may impair the organization’s ability to meet its strategic, financial, and technical goals