Digital Product Manager

Company Description

Blend360 is an acclaimed, forward-thinking Data, Digital Marketing, & AI Solutions Company, dedicated to fueling remarkable outcomes for our Fortune 500 clients. Our trajectory is one of continuous expansion, emerging at the crossroads of cutting-edge analytics, data proficiency, technology, and digital marketing excellence. 

Job Description

Our Fortune 100 financial services client is seeking a Product Manager to help reinvent how colleagues fulfill their technological needs while modernizing the support experience. The Product Manager will serve as an integral member of a strategy team, helping to provide insights on customer behavior and preferences while executing on organizational-wide global initiatives.

Join a team that is working to create a superior digital experience for colleagues by delivering unparalleled support. The ideal candidate will be able to think strategically while consistently delivering incremental improvements to our client’s global servicing experience.

The Details:

• Location: Phoenix, AZ or NYC (3 days per week onsite required)
• Duration: 12 months with potential for extension or conversion to hire
• Benefits: A comprehensive benefits package will be offered to include Health, Vision, Dental, 401K plan, Life Insurance, and paid sick leave.

What you’ll do:

• Support the product development process with market research and generation of insights to be incorporated into the product and program design.
• Maintain and refine the product backlog, mapping user stories to the needs of the end customer, while prioritizing business value.
• Support the definition and creation of the product vision, roadmap, release plan and overall user experience.
• Closely follow technology trends and industry best practices in the customer service and tech support space to ensure that the team is continuously optimizing its strategy.
• Act as a conduit between users and the engineering team. Collaborate with users to understand their needs and desires, and work with engineers to deliver those requirements. The output of your work is a superior product that end users value. 
• Serve as owner of all core service level, customer sentiment, and quality control metrics. Continuously investigate new and improved ways to measure operational performance.
• Utilize analytical tools to report on and analyze the organization’s global servicing network to identify the performance of all support channels and identify improvement opportunities.
• Use data and strategic perspective to identify trends and recommend solutions to help improve the user experience.
• Lead cross-team collaboration in a dynamic product development environment to gather data requirements and understand emerging trends. Work with experts in big data, analytics, operations, project management, and engineering.
• Support the team in coordination of activities and requests between various business and technology partners to ensure the core team remains on track to meet iteration deliverables.
• Lead sprint retrospectives to ensure lessons learned are carried forward in subsequent development activities.

Qualifications

• Bachelor’s degree in business, computer science, software engineering or a related field
• 5+ years of experience in a product management, business analysis, strategic planning, or related field
• Strategic thinker with a strong passion for understanding and solving customers' needs
• Strong customer orientation and proven experience translating customer insights into action
• Proven experience in data analysis and analytical decision-making
• Proficiency working in Agile software development environment and fluent with Agile tools (Jira or similar tools)
• Superior relationship management and communication skills
• Experience working with rapid and iterative development teams strongly preferred
• Must be a dynamic thought leader with the ability to drive the product through change, evolution, and growth
• Prior experience in end user computing, production support, or customer service is a plus.
• A passion for technology, innovation, and driving a self-help culture.
• Must have a forward looking “growth mindset” with a focus on emerging customer service industry trends and technologies
• Understanding of rapid and iterative development frameworks and familiarity with reporting/analytical applications such as MS Excel, Tableau, and/ or PowerBI
• Basic knowledge or prior experience with scripting languages such as SQL or PowerShell a plus

Additional Information

This role is not eligible for immigration sponsorship.

The estimated pay range for this role is $60-65/hr. Actual compensation within the range will be dependent on several factors including but not limited to relevant experience, skills, certifications, training, and location. It is not typical for an individual to be hired at or near the top of the range and determining factors for compensation are considered for each individual circumstance. BLEND360 also offers a competitive benefits program to meet the health and financial well-being of our team and their families. You can look forward to a range of benefits including medical, dental, vision, 401K, PTO, commuter benefits, spending accounts, life insurance, disability coverage, and EAPs.

A diverse workforce is a strong workforce
To deliver growth at BLEND360 and for our clients, we believe as a Talent Solutions Company, we have a responsibility and unique opportunity to positively impact the workforce. Diversity has played a critical role in our history, our growth, and continues to have a profound impact on our success. We are determined to have equality in the workplace, within our team and as an extension of our clients’ team.

BLEND360 is an equal opportunity employer.