Product Manager, Customer Service Tools

Cox Communications Inc West Warwick , RI 02893

Posted 2 months ago

*Primary Location: *6305 Peachtree Dunwoody Rd, West Warwick, RI, US

  • Division: *Cox Communications

  • Job Level: *Manager/Senior Manager

  • Travel: *No

  • Schedule: *Full-time

  • Shift: *Day Job

  • Requisition Number: *202103316_80591259
    We are seeking a Product Manager of Customer Service Tools to improve the efficiency and effectiveness of Cox Customer Service via delivery of technology solutions, such as Case Management, AI Driven Troubleshooting, and more. The CS Product Manager is a vital role that glues together business and IT to deliver technology solutions. This Product Manager will work with Product Management, Business Owners and IT to devise strategy and sequencing for business initiatives, perform planning/analysis, and manage stakeholder and vendor relationships. As a Product Manager you will lead and secure optimal utilization of the solution, support the business development of IT-related business needs and manage the roadmap of the Solution.

  • Ensure that the users of the solution have a relevant, user friendly and reliable solution that helps them achieve their business goals. The Product Manager has the best knowledge of the solution from a functionality/business perspective with technical knowledge of how the technology works at a high level.

  • Secure competence development and training needs of your solutions.

  • Lead continuous improvement of the solution with an up and running intake process.

  • Be accountable for solution delivery of your solution including business development, release management, life cycle management and transition to the operation of the solution, business continuity and business support.

  • Be responsible to create and maintain a solution roadmap.

  • Manage budget for your solution, provide budget input for the solution area, follow up & review forecasts and accruals.

  • Lead/participate in Solution (e.g. Change Control Board) governance forums.

  • Manage key stakeholder expectations through strong relationships. Interact with super users, process and business functions, Application Maintenance & Support vendors and software suppliers (tactical & operational discussions), Operations & Shared Service, Architecture and other relevant functions.

  • Communicate the solution strategy and roadmap effectively to key stakeholders and team members.

  • Collaborates with product owners, product managers and other stakeholders to drive solution strategy, design, innovation and overall direction.

  • Ensures delivery of scope, partners with delivery teams to ensure features are clear, removes barriers for team members and resolves open issues/questions quickly and efficiently. Acts as the voice of the customer.

  • Analyzes feasibility, cost ramifications, economies, or other aspects of planned or potential programs.

  • Sets the quality standard for delivery. Develops test plans (user story acceptance criteria), accepts each story (as needed) and participates in team demos to validate quality.

  • Partners across functions as needed to coordinate delivery plans, testing, training and support.

  • Leads problem resolution as needed to ensure that internal and external customers receive prompt, efficient service.

  • Incorporates stakeholder input into solution roadmap while effectively negotiating tradeoffs of conflicting priorities based on value to the business and customer.

  • Partners with Production Support to ensure user feedback is integrated into backlog, defects are resolved, and users understand how to utilize the product.
    Qualifications:Minimum:
  • 5+ years of experience in related field (i.e. Operations, Business, etc.) or demonstrated equivalent skills and certifications

  • 2+ years relevant experience in implementing/supporting business systems and processes (Product Manager or Business Analyst)

  • Requires strong knowledge of Microsoft Excel and PowerPoint

  • Requires working knowledge of functional or related processes

  • Demonstrated problem solving and analytical thinking skills

  • Excellent interpersonal, leadership, presentation and collaborative skills to work effectively with teams throughout the organization

  • Strong Communication

  • Experience defining and creating processes

  • Advanced knowledge in Excel and other financial tools

  • Highly Advanced modeling and review

  • Build and present PPT presentation to Organizational Leaders

  • Broad understanding of business

  • Exhibits executive presence

  • Influences others

  • Able to make difficult and quick decisions on a daily basis. Able to influence a diverse group of stakeholders-strong leadership skills.

  • Strong problem solver with ability to lead the team to push the solution and progress. Strong experimental mindset to drive innovation amidst uncertainty.

  • Preferred *

  • BS/BA in related discipline strongly preferred (Operations, Business, Finance, etc.)

  • 2+ years of project management/workflow creation experience

  • 2 or more years of experience in a management role or leading cross functional projects preferred

  • Experience in full software life cycle implementation (requirements gathering, process design, configuration, functional design, testing, conversion, and deployment)

  • Strong understanding of ecommerce and digital applications.

  • Ability to grasp and explain complicated subject matter to others across the
    business that are less connected to the situation and/or are less technically-
    oriented.

  • Exceptional business acumen and story-telling skills - the ability to communicate an insight to be understood easily and to drive action.

  • Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization.

  • Experience in the telecommunications industry

  • Experience with Agile methodologies preferred

  • Experience with Visio and/or iGRAFX preferred

  • Minimum intermediate proficiency in Excel required (Expert proficiency preferred)

  • Experience with Sharepoint (building, administering) preferred

  • Essential Functions*

  • Project Management - Lead cross functional teams to define, assign, monitor and complete project objectives. Leads cross-functional teams by example demonstrating expertise to address non-routine issues, optimize work flows and/or significantly contribute to improvements to internal organization and processes. Partners with project stakeholders, internal customers, external vendors, and cross-functional teams. Facilitates a cross-functional team to execute on defined deliverables and drives key decisions.

  • Monitor and optimize business processes - Evaluate compliance and effectiveness of operational and financial processes, identifying anomalies and making recommendations. Understands upstream and downstream impacts to their department.

  • Change Management & Presentations

  • Contribute to the change management of new standardization efforts to include communicating, training, etc. This will involve presenting to executive leadership, peers and front line.
  • Provide consultative services through collaborative partnerships
  • Analyze and review data and resolve questions and/or problems. Assist in policy development to support change initiatives. Ability to influence with support from their leader.
  • Performs analysis and reporting - Develops and modifies financial and operations-driven reports. Creates advanced visualizations of extracted data as well as business case modeling.
  • *Coaching/Mentoring - *May provide guidance and direction to analysts on team. As well as coach/mentor in conjunction with the leadership teams efforts.

Who We Are

  • About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

  • About Cox

We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions

  • Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
    Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
    Cox is an Equal Employment Opportunity employer

  • All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
    Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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VIEW JOBS 8/20/2021 12:00:00 AM 2021-11-18T00:00 *Primary Location: *6305 Peachtree Dunwoody Rd, West Warwick, RI, US * Division: *Cox Communications * Job Level: *Manager/Senior Manager * Travel: *No * Schedule: *Full-time * Shift: *Day Job * Requisition Number: *202103427_80591259 * Role Summary* Improve the efficiency and effectiveness of Cox Customer Service by managing a team that delivers desktop and self-service tool solutions, such as Case Management, AI Driven Troubleshooting, and other agent desktop and self-service tools. Leads product managers using SAFe agile methodology to deliver solutions from intake to deployment. Accountable for and serves as an authority on all aspects of tool solution development including: intake, epic planning, user story development, operational impact, and capability strategic roadmap development. Recognized as subject leader on a tool or suite of tools; leads innovation and/or improvements to tool performance. 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Ensures Product Owners are experts on platform capabilities, tool evolution and best practices for solution development. * Primary Responsibilities and Essential Functions* * Executes the strategic tool vision which aligns with and/or enhances customer/user needs; aligns with the Care Strategic and Enterprise Horizon roadmaps. * Exhibits leadership with respect to tool development, team interactions and operational performance. * Understands platform capability evolution and knows what each version release delivers. Partners with IT to determine platform version releases and leverage new capabilities and best practices to ensure effective feature deployment. * Accountable for execution of each tool sprint and release to deliver solution features and capabilities to achieve business objectives through successful epic planning, budgeting, resourcing, and oversight of intake though UAT and deployment. * Ensures success through adequate resourcing of initiatives for each sprint and release. * Manages allocated budget and actual spend for tool development and capability lifecycle activities. * Serves as champion for initiatives to obtain necessary cross-functional support and sponsorship. Directly and indirectly influences others to garner needed resources and support. * Gathers user expectations and unmet needs to evolve existing and create new capability/solutions that address gaps and enhance user experience. Directs feature development from ideation through deployment. * Leads team to translate business requirements into functional specifications and technical requirements. * Drives the development of tools and solution to achieve business value. * Direct the prioritization of tool improvements and resource to optimize the customer and agent experience. * Is consulted by associates and others with a high degree of reliance placed on his/her interpretations and advice. * Provides recommendations to Care and Enterprise leadership regarding capabilities, personnel and funding required to execute tool strategy to deliver overall organizational objectives. Qualifications: Minimum * 7+ years of experience required in Operations or Technology or demonstrated equivalent skills and certifications * 5+ years of experience required if candidate possesses a related advanced degree * 2+ years in a management role or cross functional project execution * 2+ years relevant experience in implementing/supporting business systems and processes (Product Manager or Business Analyst) * Excellent interpersonal, collaborative and communication skills to work effectively with teams throughout organization * Requires strong knowledge of Jira, Microsoft Excel and PowerPoint * Requires working knowledge of functional or related processes * Demonstrated problem solving and analytical thinking skills * Excellent interpersonal, leadership, presentation and collaborative skills to work effectively with teams throughout the organization * Strong Communication * Experience defining and creating capability roadmaps * Advanced knowledge of SAFe Agile methodology * Broad understanding of business and related impacts of tool delivery * Demonstrated ability to Influences others * Able to make difficult and quick decisions daily and continuously prioritize and reprioritize Sprints to deliver business value * Strong problem solver with ability to lead the team to push solution evolution; strong experimental mindset to drive innovation Preferred * BS/BA degree in related discipline strongly (e.g. Business Operation, Systems Thinking, Computer Science, etc.) * Experience in telecommunications or high-tech environment Who We Are * About Cox Communications* Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. * About Cox * We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, [visit our benefits page](http://jobs.coxenterprises.com/life-at-cox/benefits/). Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes. Cox Communications Inc West Warwick RI

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