Senior Product Manager - Customer Service Tools

Cox Communications Inc Springdale , AR 72765

Posted 2 months ago

*Primary Location: *6305 Peachtree Dunwoody Rd, Springdale, AR, US

  • Division: *Cox Communications

  • Job Level: *Manager/Senior Manager

  • Travel: *No

  • Schedule: *Full-time

  • Shift: *Day Job

  • Requisition Number: *202103427_99627205

  • 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. Synthesizes information to deliver current and future user needs. Provides budget estimates and ensures budget compliance. Holds Project Managers accountable to accurately translate business needs into platform development requirements and ensures technology partners understand features and capabilities so that developers deliver envisioned solution effectively with minimal rework/waste. Provides coaching and guidance to team members and associates using SAFe methodology and utilizing Jira and other essential intake and tracking tools. 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.
    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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Senior Product Manager - Customer Service Tools

Cox Communications Inc