Previous Job
Digital Product Manager
Ref No.: 18-04840
Location: Westwood, Massachusetts
Position Type:Contract
Start Date: 05/23/2018
  1. Role and Scope of Position:   
The Digital Product Manager is responsible for developing and delivering new digital capabilities and/or enhancements to current digital products (desktop, mobile and interactive voice) that directly impact critical business goals including company targets and customer satisfaction.   This position also serves as a subject matter expert and product owner for assigned areas as well as leading cross-functional teams through the process of defining requirements and features. This position supports the development of the self-service roadmap driving to ideal UI (User Interface) experiences.  
  1. Essential Functions:   
  • Serve as online capabilities expert driving processes improvements, and system enhancements – including the development of business requirements, project plans, use cases/testing, reading out and sharing results.
  • Contribute to product development for existing digital products, with accountability for contributing to attainment of customer satisfaction goals through product enhancements and programs.
  • Support the IT development process and project lifecycle end-to-end along with developing test plans, cases and participating in the testing and approval of new functionality implementations.
  • Understand technically how self-service web sites work and the account management cycle, with the ability to dig into the results identify issues and develop solutions to fix the gaps.
  • Identify business requirements and codify into well-defined specifications, stories and supporting artifacts that articulate simple, elegant solutions to consumer problems.
  • Develop expert understanding of the customer and be able to anticipate and build to their needs and improve their experience on the site.
  • Identify, contact, and collaborate with internal and external subject matter experts, including partners, vendors and trade organizations in order to gather, organize and share market trends and best practices.
  • Collaborate with other product owners and key stakeholders to formulate, coordinate and evangelize product roadmaps and strategic plans.
  • Work with cross-functional teams to investigate, gather and develop detailed business requirements that effectively translate business problems into innovative and practical solutions.
  • Develop new functional flows to improve the online customer experience including developing web designs and wireframes.
  • Translate business problems into project requirements and support the IT process from build to launch.
  • Leverage online tools to support segmented and customized online experiences.
  • Assist in the development of user experience goals, stories and requirements that can be used to create self-service support product specifications.
  • Oversee responsive web properties and be responsible for traffic, conversion rates, special projects and day-to-day site development utilizing 3rd party agencies and consultants.
  • Work collaboratively with business and support partners to drive cross-functional alignment.
  • Identify risks which could jeopardize the deliverables and results of self-service initiatives or objectives.
  1. Technical Knowledge/Skill/Education/Licenses/Certifications:
Technical Knowledge/Skill:  
  • The ideal candidate must demonstrate a keen awareness of the user experience while seeking opportunities for self-service adoption. This person must have the skills to develop web content, navigation flows and the understanding to create a look and feel that supports the core business objective - driving more transactions online.
  • Requires understanding of how to optimize and integrate multiple customer touch points (web, mobile, IVR, social media, video) to optimize customer experience and information gathering.
  • Customer-first orientation and strong passion for delivering quality tools, information and content in service to consumer needs.
  • Possess initiative to think several steps ahead in the digital environment and anticipate needs of customers and employees.
  • Must possess a strong understanding of web site structure/navigation and user experience principals.
  • Must be technically-oriented with the ability to write and interpret requirements, QA releases and interact effectively with technical resources.
  • Must be able to evaluate internal and external resources for development and execution of digital and website initiatives.
  • Ability to prioritize tasks and manage deadlines in a fast-paced environment, with acute attention to detail.
  • Strong organization skills, meticulously thorough and tenacious.
  • Strong analytical skills and ability to translate data into actionable plans and tactics.
  • Advanced knowledge of digital and interactive platforms associated with business models (web, mobile and/or IVR).
  • Desire to work collaboratively and experience in leading a team to results.
  • Excellent communication (verbal and written), strong interpersonal, negotiation and management skills, and strong business acumen.
  • Ability to use PC desktop applications (e.g, Microsoft Word, Excel, PowerPoint and email.

  • Undergraduate degree in Communications, Computer Science, Psychology, Digital Marketing, eCommerce, Business Administration, Marketing or Management
  • At least 8 years work experience preferably working within a customer service organization. Preference given to individuals that have experience working with digital space or transforming offline to online.
Licenses :   n/a