Product Manager, Digital Service & Customer Experi
Posted on: May 14, 2022
Job DescriptionCompany Description
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employment ecosystem. Therefore, we have dedicated this job posting
to individuals coming from the following communities: Refugee,
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Company Name: SpectrumJob Description
JOB SUMMARYThe Digital Service Customer Experience organization at
Charter is responsible for defining a holistic service experience
for 31 million Spectrum customers, across all touch points,
especially digital self-service.
The role is responsible for owning customer experience
requirements, process design, system changes, creating and driving
the adoption of industry-leading experiences around how customers
receive their statements, gain bill clarity on what comprises their
charges, and how they can make payments, emerging payment
technologies, including stored payment wallet solutions, driving
Auto Pay and Paperless accounting for over $51 Billion in revenue.
The role will be constantly improving the customer experience
across all digital and non-digital channels, while providing
enticing value propositions to get customers to switch to a digital
self- service solution.
This role, that will impact millions of Charter customers, requires
a unique blend of strategic thinking, creativity, technical
proficiency and operational excellence. The ideal candidate will
have a proven track record in product management, customer
experience, UI/UX and digital self-service.
MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support
all efforts to simplify and enhance the customer experience.
Own the Billing and Payments customer experience across all
channels (Portal, Mobile App, IVR, IVA, Digital Communications,
Agent interactions, 3rd party Digital and Non-Digital interactions,
Mail) via requirements gathering, process design, system changes,
testing, analysis and reporting.
Guide digital channel development initiatives utilizing research,
business case development, scoping, and all phases of the product
Evolve the Billing and Payments experience from a reactive to a
predictive model, by closely working with cross organizational
stakeholders, leveraging data analytics, and evaluating emerging
Define digital channel specifications, establish milestones, and
manage quality assurance activities for a cross-functional
Define success metrics for new projects and track daily performance
for existing products to ensure the team is moving towards defined
Work with the design team to create customer journey maps,
wireframes/prototypes, and designs that articulate the product
Research, troubleshoot, diagnose, and recommend solutions to
complex business and technical problems.
Optimize mobile app experience based on key learnings, industry
research, usability testing, and customer feedback.
Manage the prioritization of new features and bugs.
Contribute to go-to-market plan, working with all departments to
Manage individual contributors.
REQUIRED QUALIFICATIONSRequired Skills/Abilities and
KnowledgeAbility to read, write, speak and understand
EnglishIn-depth knowledge of software development lifecycle and
processesUnderstanding of the quickly-evolving digital media
environmentExtensive knowledge of emerging digital trends and
technologiesProject management skillsAbility to manage multiple
projects while coordinating efforts across a variety of functional
areasIn-depth understanding of software/web/app
technologiesEffective written communications skillsExceptional
verbal communications skillsEffective analytical approach to
presenting recommendations and making decisionsIndependent
Required EducationBA/BS required or equivalent experience
Required Related Work Experience and Number of YearsExperience in
digital self-service/product development - 5+Experience working for
companies with technology or software products - 1+Prior Leadership
Keywords: Humanity, Stamford , Product Manager, Digital Service & Customer Experi, Executive , Stamford, Connecticut
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