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Sr. Product Mgr, Digital Support
Comcast
Philadelphia, PA, United States
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Summary
Responsible for development of emerging digital support interactions focused on SMS and messaging, including technology requirements for integration across customer-facing platforms and internal employee applications / agent interface. Support and drive enabling of asynchronous messaging adoption, ensuring a seamless omni-channel experience for both customers and agents.
Drive SMS usage relating to Care transactions and digital contacts, and for asynchronous/secure messaging; Input from business users to inform user stories and work with internal development teams for implementation. Work with internal groups to manage both agent experience and customer-facing access points across products; Collaborate with internal teams on integration of SMS experiences both one-way and two-way; Serve as main contact for Care-focused SMS trials and rollout across platforms; Focus on agent experience to ensure quality and context of interactions; Coordinate with internal business users and groups to optimize agent and customer experiences.
Responsibilities
The Sr. Manager, Digital Interaction Solutions, will oversee and drive development efforts across a number of experiences. Specifically, this role will be responsible for driving implementation of Care-related SMS and messaging technologies, ensuring optimal agent and customer experiences. The Sr. Manager's responsibilities will include:
• Driving the development and implementation of Care-focused SMS and asynchronous interactions across products
• Assessing project feasibility; technology analysis
• Defining goals, success metrics and end-to-end agent and customer experiences
• Identifying, evaluating and prioritizing high-impact use cases for trial and rollout
• Working with cross-functional groups and stakeholders to create requirements and related documentation/artifacts; Groups include product and technology, product development, chat operations, external vendors, design, customer experience, digital center of excellence, and business analysts
• Working with internal groups to execute on Care-related SMS and messaging strategies and integrations
• Managing performance and working with chat operations on agent experience and improvements
• Collaborating with internal groups for seamless integration into other systems and services
• Working with data analytics teams to define success metrics and establish reporting standardization and process
• Collaborating with cross-functional teams to ensure alignment of business goals and objectives
• Establishing trial plans and methodologies
• Communicating with leadership on progress
• Developing user acceptance/system testing for enhancements and improvements
• Understanding the financial and customer impact of the product within the larger scope of the company's revenue and cost targets
• Understanding and acting upon customer feedback
• Conducting competitive analysis and identifying areas for differentiation, including features and functionality
• Working with internal owners of agent tool applications to ensure seamless end-to-end agent-customer interactions
Requirements
• Come from a product development organization, either startup or large company
• Have a background and focus on digital and/or internet experiences and an emphasis on innovation
• Show a willingness to see the entire process through to completion
• Ability to work independently with minimal oversight
• Ability to work in a cross-functional organization, to influence and affect change
• Strong communication skills and ability to tell a cohesive story
• Ability to make sound decisions and prioritize based on established strategies
• Consistent exercise of independent judgment and discretion in matters of significance
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary
• Education Level Bachelor's Degree
• Field of Study-Computer Science, Information Sciences/Technology Certifications
• Years Experience-Generally requires 5-7 years related experience in the interactive space
• Compliance Comcast is an EEO/AA/Drug Free Workplace
Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an EOE/Veterans/Disabled/LGBT employer