Product Manager, Digital Service & Customer Experience - Billing and Payments
Company: SPECTRUM
Location: Stamford
Posted on: May 13, 2022
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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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