Digital Technical Product Manager

Job#: 3034376

Job Description:
Digital Technical Product Manager

Location: Plano, Texas (Onsite)
Employment Type: Contract

Role Overview

This position supports two primary functions within the member onboarding experience. The first role focuses on the Contact Center Member Onboarding UX, involving user journey mapping to understand representative experiences, designing seamless call flows, and integrating tools for user-friendliness. The second role centers on Onboarding Communications, developing and executing communication strategies for new members across various channels like SMS, email, and in-app notifications. Both roles aim to drive data-driven improvements and optimize the member experience.

Key Responsibilities

• Develop and execute multi-channel communication strategies for the first 90 days of membership, including channel selection, messaging sequencing, and content optimization.
• Conduct user journey mapping to understand MSR experiences and pain points.
• Design seamless call flows for efficient member interactions and streamline onboarding processes for new MSRs.
• Drive data-driven improvements through continuous iteration based on feedback and analytics.
• Leverage research, market intelligence, and data to identify opportunities, propose solutions, and maintain roadmaps.
• Translate product opportunities into initiatives and drive the development of the execution strategy.
• Collaborate with stakeholders across Business, UX, and Technology to guide opportunities from idea to validation.
• Prepare presentations to communicate complex concepts to diverse audiences.
• Ensure risks associated with business activities are effectively identified, measured, and controlled.

Required Qualifications

• Experience in contact center operations and MSR experience.
• Proficiency in user journey mapping and cross-channel communication strategy.
• Expertise in multi-channel marketing, content strategy, and CRM.
• Familiarity with email marketing platforms, SMS/push notification best practices, and analytics.
• Knowledge of Agile Methodology.
• Digital/Technology Product Management experience, including strategy, innovation, user experience, and analytics.

Compensation & Benefits

The pay rate for this position is between $55.00 and $62.00 per hour.

We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Apex uses a virtual recruiter as part of the application process. Click for more details.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at or .

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.