Product Manager, Customer Experience

Bozzuto -posted about 1 year ago
$95,000 - $120,000/Yr
Full-time • Mid Level
Greenbelt, MD
Construction of Buildings
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The CX Product Manager at Bozzuto plays a crucial role in enhancing customer experience and operational efficiency through strategic management of technology platforms. This position involves collaboration with various departments, analyzing customer insights, and overseeing product development to ensure a superior customer journey.

  • Develop and execute strategies for optimizing key technology platforms to enhance customer experience and operational efficiency.
  • Collaborate with the Vice President of CX to define the overall vision and strategy for CX platforms and initiatives.
  • Prioritize product enhancements and sprints based on business needs, consumer insights, and cross-functional input.
  • Work closely with operations, digital marketing, data, and training departments to ensure alignment and successful product delivery.
  • Manage relationships with vendor partners, ensuring they meet the strategic goals and timelines based on Bozzuto's strategic priorities.
  • Lead efforts to gather, analyze, and share customer insights to inform strategy and product development.
  • Oversee survey and reputation management strategies to continually improve the customer experience.
  • Plan, execute and report on technology pilots and CX projects.
  • Manage project timelines, budgets, and resources effectively to deliver high-quality outcomes.
  • Develop a deep understanding of our operational platforms and technology ecosystem to ensure a holistic approach to customer experience.
  • Bachelor's degree in Marketing, Business or a related field; MBA or equivalent experience is a plus.
  • 5+ years of experience in product management, preferably in a consumer insights or CX-focused role.
  • Proven track record in voice of customer programs, consumer insights, survey strategy, and reputation management.
  • Strong cross-functional collaboration skills, with experience leading without direct authority.
  • Excellent project management skills, with the ability to manage multiple priorities and deadlines.
  • Working knowledge of multifamily operational platforms like Yardi and CRM IQ is a plus.
  • Exceptional attention to detail, with the ability to both strategize at a high level and dive into technical details as needed.
  • Strong leadership skills, with the ability to influence and align stakeholders across the organization.
  • Critical thinker with strong problem-solving skills and an excellent written and verbal communication style.
  • Experience with Asana and/or Agile project management is a plus.
  • Competitive compensation with a salary range of $95,000 - $120,000.
  • Health & wellness benefits including medical, dental, and vision coverage.
  • 20 days of paid time off plus holidays.
  • 401k program with a company match.
  • Tuition reimbursement and support for career development and growth.
  • Diverse range of employee resource groups for connection and support.
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