*Primary Location: *6305 Peachtree Dunwoody Rd, Atlanta, GA, USA
*Division: *Cox Communications Inc
*Job Level: *Manager/Senior Manager
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202100579
Role Summary

Digital Care Strategy is seeking a Digital Product Manager to lead the definition and execution of digital care multi-channel experiences. The successful candidate will have a passion for building exceptional digital products that drive positive customer sentiment across Cox.com, Cox Apps, and customer-facing support channels such as chat and messenger. The candidate must be a self-starter who can develop and maintain a strategic product roadmap focused on improving the customer experience while balancing business and customer needs. Collaboration is key as the Product Manager will work with a matrix of team members across CX/design, agile development and key business stakeholders to prioritize and deliver new features through their lifecycle - from planning through implementation, maintenance and continuous improvement.


Primary Responsibilities and Essential Functions

Define and maintain the Digital Care strategy and associate multi-year benefit for customer-facing care channels including Web, App, and Digital Assistance

Prioritize multiple digital care backlogs to ensure cross-channel alignment and assist in determining value and scope; ensure relevance to larger experience journey priorities and vision

Serve as a customer care subject matter expert on Features and User Stories with the focus of providing a quality end-to-end customer support experience

Deliver new experiences for Web, App, and Digital Assistance channels by working directly with technology, business and operations partners to define requirements and assisting in overall feature management

Perform triage on critical issues, escalating as necessary, and communicating consistently and clearly with all concerned parties

Serve as key resource to Product Owners and development teams to answer questions on behalf of the business, provide clarifications, and fulfill a quality assurance function, focusing on the Voice of the Customer

Update leadership on the Epic and Feature delivery schedule including dependencies impacting deliverables, along with recommended solutions

Partner with Process and Product Owners to gather information and feedback for new enhancements and improvements to existing capabilities

Participate in sprint planning with stakeholder groups to drive strategic alignment and visibility for which features will be built when, and to ensure overall adherence to the product roadmap and enterprise strategic themes

Ensure the delivery team understands the vision, direction, and business value for digital care channels

Work with Care leaders to prepare for and participate in portfolio and budget planning sessions to map out the work for the coming quarters

Participate in sprint demos and provide final acceptance for completed User Stories; ensuring that the story meets of the business objective and high standards for customer experience

Facilitate communication and problem-solving across multiple teams and functional groups.



Qualifications: Minimum


5+ or more years of product management experience or equivalently-related professional experience in technology/software product development or software development, preferably with care or support experiences such as billing, account management or technical support

Experience with processes and tools supporting Agile methodologies; 2+ years desired

Comfort managing concurrent projects in a fast-based, results-driven environment

Ability to translate strategic plans into tactical daily actions for execution

Strong analytical skills, ability to interpret data and trends, diagnose problems, and recommend action plans to resolve issues

Experience driving the development of journey-based programs with a focus on customer care solutions

Problem solver able to define and evaluate alternatives and translate goals into specific tasks

Experience using quantitative skills with the ability to link product design and features to strategic objectives while using hard data and metrics to substantiate assumptions and recommendations

Experience partnering with multiple groups (IT, CX, Marketing) to define and execute on a roadmap

Experience in roles which require initiative to drive projects, tenacity to delivery results in a complex environment, and the ability to manage across many projects

Strong attention to detail in both technical and non-technical capacity.

Excellent skills in presentation, analytics, communication, and negotiation


Preferred



BS/BA degree in related discipline strongly desired, such as Business, IT, English/Journalism etc.

2 or more years of experience in a management role preferred

Experience in telecommunications industry desired




Who We Are
*About Cox Communications*
Cox Communicationsis committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions Cox Communications and Cox Automotive are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.