1+ months

Lead Product Management & Development - Service & Support (Customer Connect)

Dallas, TX 75219
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About the Company


Join AT&T and reimagine the communications and technologies that connect the world. Our team is delivering groundbreaking solutions that provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Were a technology-powered organization and committed to those who seek to discover the undiscoverable and dare to disrupt the norm. When you join our team, youll make bold impacts and create a seamless customer experience. If youre ready to revolutionize the user experience, join our team and propel your career into the future.


About the Team


Our Customer Connect team is looking for a Lead Product Manager who is passionate about the customer experience and has analytical and multi-tasking abilities to thrive in a fast-paced environment. The role is responsible for reviewing the long-term Salesforce enabled business roadmap for the multiple channels, ensuring that cross functional product, delivery and business teams are working in concert to deliver business value. The individual will have an intimate knowledge of the current state of the business and technology and implements the plan to achieve the desired future state.


About the Job


The ideal candidate will be an experienced Product Manager, with an extensive background in delivering scalable and robust enterprise integration projects leveraging the Salesforce platform. He/she be a key contributor on the Salesforce Enterprise product team driving transformation efforts, mission-critical system integrations and automating key business processes. The successful candidate must possess strong analytical, communication, leadership and technical Salesforce expertise specifically in the area of system integrations and APIs and must demonstrate the ability to quickly learn the business and expedite delivery of projects. He/she must possess both the product management and Salesforce skillsets and enjoy working in a dynamic, fast paced and high growth environment.


Responsibilities and Day-to-Day View


Engage with the business team and stakeholder at different levels to understand business needs, analyze, document, evaluate and prioritize the requirements, and make recommendations on the solution and implementation. Deliver the product that meets business requirements, reliability, scalability, and performance goals


This role will drive alignment with the companys cross-channel vision and strategy, supporting Channel KPIs and delivering the highest value capabilities.


Work with the Agile team and create the product strategy roadmap, develop minimal viable product and Agile Epics that drive a highly effective and efficient product development and delivery scrum team.


Launch the vision, product strategy and road map for products and work with key stakeholders in the company to deliver on that vision including sales, partner teams, affiliates and care operations.


Monitor product for all defined KPIs to ensure best-in-class customer experience


Drive, develop and maintain numerous project deliverables that support the program, including functional and non-functional specifications


Serve as a Subject Matter Expert in outbound customer communications, consent and privacy management


Acts as a product evangelist to build awareness and understanding across teams and organization


Understands data mapping/transformation, solution design, process diagram, acceptance criteria, user acceptance testing and other project artifacts.


Partner with various business partners and solution teams to evaluate how to best leverage integration to meet evolving business requirements and information needs.


Ensure solutions promote simplicity, efficiency, and conform to enterprise and architecture standards and guidelines.


Provide functional leadership during technology enhancements upgrades/implementations and work successfully as a liaison with various internal business/technical partners.


Partner with the support organization to provide training, support and technical assistance to operations team and end users.


Participate in Program Increment Planning, write/enhance/research Epics and be responsible as business lead and central subject matter expert.


Lead, guide and support Sr product manager and managers, and help streamline work processes to improve efficiency and consistency.


Develop and communicate the program vision and roadmap


Qualifications


Bachelors degree or equivalent work experience in Marketing, Computer Science, Information Systems, or related field


10+ years of product owner experience with proven track record of managing all aspects of a successful product throughout its lifecycle


o Experience within high tech, software and/or wireless/telecom industry highly desired


Solid technical background with understanding and/or experience in software development, web technologies and customer communications such as email, SMS and push notification


Experience working in or with Centers and/ or Retail channels is a plus.


Strong analytical skills and the ability to convert consumer insights and performance data into high impact product initiatives


Experience in product roadmap assessment and planning.


Experience in driving and gathering business requirements, prioritization, assessments and solutioning


Experience in working with both the business and technical team, coordinating/leading solution design, development/configuration, and deployment across multi-dimensional teams.


Experience in business process analysis and ability to proactively identify, manage, and correct user experience and business process issues.


Experience working within scaled agile development team


Experience with MuleSoft and Salesforce technologies


Experience and knowledge of APIs, Web Services, SOA, ESB, ETL concepts and tools.


Excellent written and verbal communication skills with demonstrated ability to present complex technical information in a clear manner to peers, developers, and senior leaders


Technical skills would include; Salesforce, Adobe Analytics, Oracle Marketing Platform (Responsys), Jira, Scaled Agile Framework, full stack web design, application design


Preferred Qualifications


Bachelors Degree in Marketing, Computer Science, Information Systems or related field


Experience in a Telecom, Retail, Call Center sales or AT&T Consumer


Salesforce certifications


AT&T is leading the way to the future for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, weve built a premier integrated communications company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined.


Ready to #transformdigital with us? Apply now!
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.
Posted: 2022-05-13 Expires: 2022-07-11
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Lead Product Management & Development - Service & Support (Customer Connect)

AT&T
Dallas, TX 75219

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