Sr. Product Manager, Customer Experience

Key Responsibilities

• Strategizes and plans by empathizing with and understanding the end user, translating business goals and user needs into product strategy, and communicating direction and product priorities to the development team, other matrixed teams, and third-party partners.
• Identifies goals, metrics, and analytics to determine product value; continually makes recommendations and refinements to the product backlog based on learnings.
• Manages and grooms the product backlog; makes future decisions based on the value that will be delivered.
• Partners with Finance to understand financial needs and assist in the creation of business plans for new opportunities.
• Maintains awareness of the competitive landscape to recommend the best solutions and ensure that products remain or become best in class.
• Ensures that product directions balance both the user needs and business goals of driving sales, improving efficiency, and enhancing customer satisfaction.

Delivery & Execution

• Formulates, tests, and refines assumptions and hypotheses through user research and testing.
• Documents, reviews, and ensures that all quality and change control standards are met.
• Creates, prioritizes, and accepts user stories; incorporates them into release planning.
• Makes product decisions that drive value on a daily basis.
• Identifies and considers pros, cons, issues, obstacles, dependencies, and value associated with features and enhancements.
• Participates in standups, iteration planning sessions, product demos, and retrospectives.
• Condenses complex technical concepts into non-technical language for stakeholders.

People

• Fosters collaboration with team members (Engineering, UX, etc.) to drive value and identify and resolve impediments.
• Advocates for the end user and stakeholder by becoming associated with the product, empathizing with and understanding user needs.
• Works with the product team to continuously assess progress, disseminate lessons learned, and understand next steps.
• Manages cross-functional team and stakeholder expectations to execute on product strategy and provides education to requestors to determine prioritization based on tangible benefits and/or user experience.
• Guides more junior team members in strategy, alignment, analysis, and execution tasks.
• Contributes to learning activities around modern software design and development core practices (communities of practice).
• Participates in and contributes to talent acquisition, development, and retention activities in support of team Direct Manager/Direct Reports.