Digital Product Manager

digital, product manager, agile, customer service, business acumen, collaborative
Contract W2, 6 Months
$60 - $65
Work from home not available Travel required to 10%.

Job Description


The Digital Team within the Customer Group is looking for a Product Manager to lead the Virtual Assistant/Chat project. This PM will be responsible for partnering with stakeholders to set an ambitious path forward for the project. This individual should be fixated on the customer, business minded, and ready to take on new challenges. The ideal candidate will be comfortable with collaborating with the customer group and IT partners. Will be responsible for setting requirements, driving decisions, developing use cases, leading and participating in user acceptance testing.


- Contribute to product development and implementation for the Virtual Assistant/Chat, with accountability for contributing to attainment of customer satisfaction and call center goals through the product
- Identify, contact, and collaborate with internal and external subject matter experts, including partners, vendors and trade organizations in order to gather, organize and share market trends and best practices
- Work collaboratively with business and support partners to drive cross-functional alignment
- Support the IT development process and project life-cycle end-to-end along with developing test plans, cases and participating in the testing and approval of the new functionality implementations
- Understand technically how self-service web sites work and the account management cycle, with the ability to dig into the results identify issues and develop solutions to fix the gaps
- Translate business problems into project requirements and support the IT process from build to launch
- Identify business requirements and codify into well-defined specifications, stories and supporting artifacts that articulate simple, elegant solutions to consumer problems
- Identify risks which could jeopardize the deliverables and results of the initiatives or objectives of the product
- Develop expert understanding of the customer and product and be able to anticipate their needs and improve their experience
- Work with cross-functional teams to investigate, gather and develop detailed business requirements that effectively translate business problems into innovative and practical solutions
- Assist in the development of user experience goals, stories and requirements that can be used to create self-service support product specifications

- High level of proven business expertise to set clear priorities for product
- Proven experience with both Agile and Waterfall practices and expectations
- Keen awareness of the user experience while seeking opportunities for self-service adoption
- Must have the skills to develop web content, navigation flows and the understanding to create a look and feel that supports the core business objective - driving more transactions online
- Requires understanding of how to optimize and integrate multiple customer touch points (web, mobile, IVR, social media, video) to optimize customer experience and information gathering
- Customer-first orientation and strong passion for delivering quality tools, information and content
- Possess initiative to think several steps ahead in the digital environment and anticipate needs
- Must be technically-oriented with the ability to write and interpret requirements, QA releases and interact effectively with technical resources
- Desire to work collaboratively and experience in leading a team to results
- Excellent communication (verbal and written), strong interpersonal, negotiation and management skills

- Bachelor's degree, Business Management or Technology focus a plus or comparable work experience
- Master s Degree is a plus
- At least 5 years work experience in Product Owner, Product Manager, work experience preferably working within a customer service organization.
- Preference given to individuals that have experience working with digital space or transforming offline to online, have Agile and/or Six Sigma certifications

Posted By

Doreen Gebbia

PO BOX 189 Fairfield, CT, 06824

Dice Id : 10111038
Position Id : 1726
Originally Posted : 4 weeks ago
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