Customer Experience Product Manager

Overview

This position supports the enterprise by providing customer sentiments to improve the overall customer experience. This role is responsible for the profitability and growth of business products. Reviews customer feedback and market trends to facilitate development of products. Coordinates all functions of development from conception to implementation. Suggests enhancements, monitors customer experience, and ensures compliance with best practices.

*This is a remote opportunity anywhere within the United States*

Responsibilities

• Development - Assists in all stages of development for a business product. This includes but is not limited to planning & design, compiling resources, execution, and monitoring product launch. Tracks and reports progress to appropriate parties.
• Product/Project Management - Ensures products and projects are developed and managed with a coordinated strategy. Collaborates with both internal and external parties to implement enhancements and resolve issues.
• Market Analysis - Conducts analysis of market trends including changing regulations, competitor options, and evolving customer needs. Recommends changes based on analysis results to increase profitability and product appeal.
• Customer Engagement - Tracks customer experience through all stages of a product. Develops strategies to ensure customer satisfaction and acquisition.

The base pay for this position is relative to your experience but the range is generally $94,909 to $130,000 per year. This position is eligible for variable compensation, which may be in the form of incentive, bonus, or commission pay. First Citizens offers a competitive, comprehensive benefits program which you can review here: https://jobs.firstcitizens.com/benefits.

Qualifications

Bachelor's Degree and 6 years of experience in Call Center Leadership or Product and Project Management

-OR-

High School Diploma or GED and 10 years of experience in Call Center Leadership or Product and Project Management

Required Qualifications:

• Exceptional communications skills (written and verbal)
• Knowledge of customer call center applications
• Relationship management experience
• Banking or Contact Center experience