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Product Director, Digital Experience
Sirius XM
New York, NY, United States
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Position Summary:
SiriusXM is looking for a savvy and experienced Director of Product to join our Digital team. This team member will manage the evolution of SiriusXM's digital properties with the goal of improving the feature set and ease at which a customer signs up and manages their online account, reducing reliance on non-digital channels and decreasing churn. This role will be responsible for mapping the existing customer journey around these transactions and then creating the roadmap for short-term wins and longer-term transformation of the experience. The ideal candidate has a background in agile development with experience leading teams, delivering applications and successfully supporting them in a production environment.
The Director will be part of a team to help inform and evaluate the next generation of the digital experience for siriusxm.com to drive innovation and improvements to help digital conversion, engagement, and sales. S/he will be responsible for collecting and utilizing requirements, data, and consumer insights to provide actionable product development recommendations for a team of UX designers, developers, and marketers.
The right candidate will have the ability to interface with senior leadership and stakeholders both internally and externally. Working with the creative and development teams, a successful Director has the ability to drive strategic prioritization exercises to ensure that the solutions align with the customer and business stakeholder needs, timelines and budget. Additionally, this role should be a driver of change, at the center of projects to drive customers to digital. This person is a leader representing both the roadmap and the execution of digital servicing.
Duties and Responsibilities:
• Run requirements gathering workshops.
• Define, prioritize and set the overall roadmap for how a subscriber registers and signs up online, manages their account and preferences, self-service help and interacts with virtual and chat agents.
• Work with cross-functional teams to identify business problems, define product vision, and construct high level product epics, features and user stories features.
• Create, articulate, and manage product backlog.
• Work with team to improve site conversion funnels and ease of use for customer account management.
• Understand how to use current capabilities to improve existing and build new enhancementgs for users. Be able to articulate how site functionality can improve business metrics. Identify opportunities to leverage and integrate data and applications such as marketing automation, CRM, analytics and tracking systems.
• Manage and/or utilize a portfolio of Customer Insight tools including survey tools, analytic platforms, testing tools. Translate insights into short-term process improvements and continuous enhancements that drive business results.
• Help drive business results and improved customer experience through thoughtful data collection, insightful observations, and careful analysis.
• Understand the customer and be able to anticipate and build to their needs and improve their experience on the site, while driving key subscription metrics.
• Partner with other product managers/owners and key stakeholders to formulate, coordinate and evangelize product roadmaps and strategic plans.
• Own development of success metrics (conversion, revenue, customer satisfaction, etc.) to assess enhancements and track and communicate progress accordingly. Build scorecard. Proactively make recommendations based on where the initiatives are meeting, exceeding, or missing key performance indicators (KPIs).
• Proactively manage and prioritize a backlog according to business value, complexity, and expectations.
• Coordinate communication between developers, designers, and stakeholders regarding goals, requirements, and business needs.
Supervisory Responsibilities:
• May manage 1-2 product managers and junior producers.
• Indirectly manages project managers, developers, ux and design.
Minimum Qualifications:
• College degree or equivalent experience.
• 5 to 7 years of product management work experience developing highly scaled, data-driven web destinations with significant conversion/revenue.
Requirements and General Skills:
• Digital product experience with accountability for financial, customer, and other commonly understood industry benchmarks and marketing KPIs.
• Agile product development background. Proven experience and know-how to leverage a multitude of Agile technologies including Scrum, Kanban.
• Ability to work across departments using different project management methodologies, such as Waterfall and act as a catalyst for change in the organization.
• Experience managing and defining complex login, registration and account/profile management flows across mobile and desktop devices, ideally for a paid subscription model.
• A deep passion to learn about the latest trends in digital technology.
• Knowledge of call center operations and their intersection with digital; a plus if prior experience reflects work that led efforts to convert calls to digital interactions.
• Customer-first orientation and strong passion for delivering quality tools, information and content in service to customer needs.
• Outstanding facilitation, negotiation and conflict resolution capabilities across all levels of organization.
• Ability to absorb complex, ambiguous requirements to rapidly organize them into structured requirements.
• Outstanding multi-tasking ability, prioritization and project management skills.
• Must have legal right to work in the U.S.
Technical Skills:
• Experience with digital content management systems, prototyping and testing tools, project management tools (JIRA), survey platforms, personalization and relevancy methodologies, A/B and multivariate tools, Adobe Analytics, Google Analytics or similar analytics platform.
• Knowledgeable about digital marketing solutions and vendor landscape.
• Proficient with Microsoft Office products (Excel, Word, PowerPoint, Visio).
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.