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Product Manager, Digital Service & Customer Experience - Billing and Payments

Company: SPECTRUM
Location: Stamford
Posted on: May 13, 2022

Job Description:

JOB SUMMARY
The 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 RESPONSIBILITIES
Actively 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 development lifecycle.

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 technologies.

Define digital channel specifications, establish milestones, and manage quality assurance activities for a cross-functional team.

Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals.

Work with the design team to create customer journey maps, wireframes/prototypes, and designs that articulate the product vision.

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 execute.

Manage individual contributors.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
In-depth knowledge of software development lifecycle and processes
Understanding of the quickly-evolving digital media environment
Extensive knowledge of emerging digital trends and technologies
Project management skills
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
In-depth understanding of software/web/app technologies
Effective written communications skills
Exceptional verbal communications skills
Effective analytical approach to presenting recommendations and making decisions
Independent thinker

Required Education
BA/BS required or equivalent experience

Required Related Work Experience and Number of Years
Experience in digital self-service/product development - 5+
Experience working for companies with technology or software products - 1+
Prior Leadership - 3+ CSU580 302661 302661BR

Keywords: SPECTRUM, Stamford , Product Manager, Digital Service & Customer Experience - Billing and Payments, Hospitality & Tourism , Stamford, Connecticut

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