About the role
Responsibilities:
- Lead product lifecycle management for digital channels and customer experience solutions.
- Collaborate with cross-functional teams, including design, platform, and operations, to define product requirements and deliver high-quality solutions.
- Champion customer-centricity throughout the organization and drive initiatives to increase customer satisfaction and loyalty.
- Build and maintain relationships with stakeholders to leverage their expertise and drive innovation.
- Work with other Product Managers and businesses to ensure the products and services are always designed with customer-first solutions.
- Help teams with Agile project management and work with project management leads and tech for delivery.
- Create user stories with acceptance criteria, responsible for creating various user flow diagrams, and data flow diagrams.
- Ensure process adherence, testing, and timely release of Products.
Secondary Responsibilities:
- Conduct market research and competitive analysis to identify emerging trends and opportunities for product improvement.
- Support customer support teams by providing product expertise and resolving escalated customer issues.
- Contribute to the development of product documentation, including user manuals, FAQs, and training materials.
Managerial and Leadership Responsibilities:
- Lead cross-functional project teams, ensuring alignment on project goals, timelines, and deliverables.
- Collaborate with senior leadership to establish product strategy and roadmap, advocating for resources and investment as needed.
- Serve as a role model for customer-centricity and product excellence within the organization, inspiring others to prioritize customer needs and satisfaction.
Key Success Metrics:
- Increase in product usage and adoption rates, demonstrating the effectiveness of product lifecycle management efforts.
- Timely delivery of high-quality product releases, measured by adherence to project timelines and release schedules.
- Positive feedback from stakeholders and cross-functional teams indicating strong collaboration, effective communication, and alignment on product requirements and deliverables.