Brooksource · 2 days ago

Product Manager II

Stamford, CT

Full-time

Onsite

Mid Level

3+ years exp

Wonder how qualified you are to the job?

Maximize your interview chances

EmploymentHuman Resources

Actively Hiring

Growth Opportunities

Insider Connection @Brooksource

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Identify and remove friction points in the customer experience across all channels (Web, App, IVR, IVA, Digital Communications).

Focus on the end-to-end repair journey covering outages, troubleshooting of equipment, and appointment management.

Conduct journey mapping, call data analysis, call listening, Voice of Customer analysis, and build relationships with partners in call centers, field operations, and product development.

Write requirements for customer commitment projects, business requirements for digital channels, and design journey maps.

Create business cases on gaps in customer experience.

Attend meetings and requirement sessions, investigate, and write business use cases.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Product DevelopmentIndustry Best PracticesProcess DocumentationCommunication PlanningStakeholder ManagementProduct Strategy DevelopmentFinancial AnalysisCross-functional CollaborationProduct Launch ManagementOutage Experience