Brooksource ยท 2 days ago
Product Manager II
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EmploymentHuman Resources
Insider Connection @Brooksource
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
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Required
Deeply understands industry best practices in product development process specific to the cable or telecommunications space
Translate appropriate steps for unique organization and market position
Informs and assists with gathering information to translate high-level process goals into specific sub-processes with appropriate documentation
Develop communication plan for stakeholders and process
Supports the development and communication of product strategies dependent on new services/features to drive financial results
Works with different lines of business on implementing new product strategy
Leads product launches and enhancements of products across service and application portfolio
Minimum 3-5 product development/management experience within cable/telecommunications
Preferred
Outage experience is a plus
Company
Brooksource
Brooksource is a single source for project and supplemental support through contract employment, contract-to-hire labor employment.