Senior Manager, Product Globalization

Coates Group • Chicago, IL

2d

About The Position

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia. Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history. We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

Requirements

• 6+ years of experience in a client-facing Product, Discovery, Technical BA, or Technology Consulting role
• Bachelor’s degree in Information Systems, Computer Science, Business, or Engineering
• Proven experience managing and developing individual contributors
• Proven ability to translate business needs into clear functional and technical outcomes
• Ability to communicate with and translate between Business and Technical resources
• Comfortable leading cross-functional collaboration in fast-paced, evolving environments
• Experience with Agile methodologies and tools such as Jira, Confluence, and Visio/Miro

Nice To Haves

• People Focus: Manages the team with a focus on team member professional development and goal understanding and execution. Delegates outcomes and work in a strategic manner.
• Execution Focus: Executes engagement strategies effectively by managing multiple tasks, coordinating efforts across teams, and delivering tasks and projects on time for the client.
• Collaboration & Communication: Facilitates cross-functional collaboration with Product, Engineering, Delivery, Program, & Account Management. Communicates client priorities clearly to all teams, ensuring alignment.
• Client-Centric Approach: Understands and anticipates client needs, proactively addressing potential challenges and ensuring team initiatives are tailored to their operational requirements.
• Problem-Solving & Initiative: Identifies and resolves issues that could hinder the success of engagement strategies. Proactively suggests improvements based on data insights and client feedback.

Responsibilities

• Lead and develop the Product Globalization team, including a Business Analyst and Product Designer. This role will own the team direction & strategy.
• Own and maintain an effective client Feature Intake and Discovery process, ensuring requests are captured, prioritized, and clearly defined.
• Partner closely with the near shore Engineering squad’s Technical Project Manager and Tech Lead.
• Partner with the client and Account Management to understand and influence business goals, roadmap priorities, and evolving needs across international markets.
• Spearhead process definition and operational excellence for wireframe creation, solution exploration, and feasibility assessments, driving collaboration between Product, Design and Engineering.
• Establish strong quality and completeness standards for Product Requirements Documents(PRD), Functional Specification Documents (FSD) & User Stories.
• Maintain strong expertise in Coates’ product and solution capabilities, serving as a trusted client and internal partner.
• Develop an understanding of the client’s technology ecosystem and applications of Coates’ product stack into that ecosystem.
• Own and maintain an effective client UAT incident management and triage process.
• Provide oversight and escalation support for pre-production (lab/UAT/QA) incident triage and resolution coordination.
• Identify trends and opportunities to improve Discovery practices, intake quality, Incident Management processes, and overall customer experience.
• Support adoption through client-facing demos, training, and documentation as needed

Benefits

• annual market competitive bonus program
• Thrive Program which includes a suite of flexible work options
• dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions)
• Global Wellness paid day off to recharge
• Give Back Day to allow our Crew an opportunity to make an impact in the community

What This Job Offers

• Job Type: Full-time
• Career Level: Senior