Product Manager, Customer e-Services Job in Irving 75063, Texas US
ADT Security Services, Inc. is the world's largest electronic security and alarm monitoring provider to residential, commercial, industrial and governmental customers.
Product Manager, Customer e-Services
The product manager is a critical member of the ADT eServices team that drives a significant category for self-service within residential and small business. Customers expect companies in today's competitive environment to be easy to work and flexible to communicate with, including a great experience when either calling the IVR or receiving proactive emails and texts about their services. The product manager will lead business efforts through the product development process, ensuring that ADT drives a compelling and engaging experience with their existing customers on each and every interaction. Participates in customer insights via market research; conducts competitive, site traffic, and customer behavior analysis. Create product specification documents based on quantitative analysis, business needs, and financial analysis. We're looking for a passionate innovative entrepreneur with a strong background in ecommerce that loves to solve complex problems. This position will manage several product development efforts in parallel, working closely with Marketing, Sales, Field Operation, Customer Care, Customer Experience and IT.
Duties and Responsibilities:
- Lead ongoing customer web channel initiatives, effective implementation and use of best practices: Develop strategy and product management plan for inbound IVR, outbound phone automation, and proactive email text services
- This is NOT a project management role; rather, this is a highly collaborative environment, requiring multiple teams to realize a final product, and it is the business team that defines the functionality and leads the innovation to improve the customer experience.
- Identify and prioritize issues, obstacles, and opportunities; and develop proactive plans to address
- Manage specific individual product lifecycle, from understanding a concept or the current state, assessing gaps, defining key capabilities, and working across the organization to develop requirements. Work with IT to understand tradeoffs, through product launch and for the ongoing management of the product post launch
- Develop business case scenarios for new product capabilities and site improvement
- Transform complex concepts and opportunities into stories that drive executable plans and customer experiences
- Anticipate industry and product trends, capability prioritization and tradeoffs, balancing business needs versus technical constraints
- Drive implementation of new vendor / product deployments
- Communicate effectively with various audiences, including senior management
- Employ financial concepts as they pertain to product development (ie ROI, NPV, cost/benefit analysis, payback period, IRR, etc.) to quantify size of opportunities
- Represent the desired user experience and align new capabilities with the overall experience to assure a consistent, simple and intuitive experience
- Oversee specific functional areas by monitoring key metrics, including key events, customer satisfaction results, etc in order to identify and drive positive changes within the experience
Education:
- College Degree in ecommerce/Marketing/Management/Information Technology
Experience:
- Minimum 5+ years in ecommerce product management
- Experience with web analytics tools
Skills:
- Must have experience defining and measuring key performance indicators to identify opportunities, as well as ability and communication skills to recommend and implement initiatives
- Must be highly collaborative with other functional groups
- Ability to interact effectively with associates at all levels of the organization
- Must be results oriented and able to execute plans and implement initiatives with sense of urgency
- Must be comfortable working at a fast pace in a dynamic environment
- World's largest electronic security and alarm monitoring provider to residential, commercial, industrial and governmental customers
- Protects more than 5 million American homes and 80% of the world's top 100 retailers
- Secures over 100 of the nation's airports
- Responds to more than 50,000 crimes in progress each year
- Interfaces with approximately 38,000 law enforcement, medical and fire agencies across the country
ADT is an Equal Opportunity Employer
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