Principle Product Manager - Internet/Online

- Innovation on behalf of our customers who are seeking support for a problem or question by improving the customer experience.

- Defining and leading cross-functional improvement/change initiatives related to the customer experience.

- Defining customer experience product roadmaps and developing workflow scenarios across a number of customer experience scenarios.

- Evangelizing and gaining buy-in for the strategy and roadmap from partner teams by writing narratives that influence peers and senior management.

- Developing user experience goals, stories and requirements that can be used to create notifications product specifications.

- Developing success and service health metrics related to adoption and efficacy of the products.

- Collaborating with design, engineering, usability and program management teams both within customer service and across the company to test and launch features and products accessible anywhere and anytime.

- Driving definition of scope and manage business case development and approval, requirements gathering/creation, prioritization, design review, and launch readiness.

- Delivering results that align to customer needs and business goals.

- Manage a team of product managers that will drive individual components of a product suite.

A successful candidate will have:

- Experience with designing customer-facing products or services.

- A broad perspective on the overall customer retail experience from discovery to post-order to consumption.

- Demonstrated ability to use quantitative and qualitative data to prioritize and influence work prioritization.

- Results that shows creativity and innovation.

- Proven ability to think strategically and execute methodically.

- Proven ability to drive and manage multiple, competing priorities and projects with urgency in a fast-paced environment where continuous innovation is desired.

- Demonstrated strong attention to detail including precise and effective customer communications.

- History of teamwork and willingness to roll up one's sleeves to get the job done

Basic Qualifications:

- Bachelor's degree or higher with a technical discipline.

- Minimum 8+ years of product management experience.

- Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment.

- Experience leading cross-functional teams to deliver products and projects on tight deadlines.

- Experience coordinating complex product development cycles and software development schedules.

- Broad technical breadth and depth including familiarity across mobile and web offerings.

- A distinguished track record of working effectively with people across a complex organization to create and launch innovative, successful solutions.

Preferred Qualifications:

- MBA or equivalent degree from a reputed institution.

- Experience managing consumer-facing products in e-commerce domain.

- Experience with machine learning and support automation tools.

- Experience with multiple demand channels - SEO, PPC, etc.

- Experience with a variety of mobile products and services, especially related to customer service