What are the responsibilities and job description for the Product Manager position at Calculated Hire?
Calculated Hire is immediately seeking an experienced Product Manager in support of our Fortune 70 Telecommunications client based in Stamford, CT.
Summary:
The team's role is to identify and remove friction points in the customer experience across all channels (Web, App, IVR, IVA, Digital Communications). The focus is on the end-to-end repair journey which covers outages, troubleshooting of equipment, and appointment management. The process includes journey mapping, call data analysis, call listening, Voice of Customer analysis, and building strong relationships with partners in call centers, field operations, and product development.
This role is to help with writing business requirements for the digital channels as it relates to the journeys of troubleshooting, appointments, and outages. In addition, the Product Manager will design journey maps and create business cases on gaps in customer experience.
REQUIREMENTS:
* Prior Business Analyst and Product Owner experience- need to know how to write requirements and focus on the customer experience from a product standpoint
* Requirements/documentation and communicating with business and tech teams
* Understanding of QA
* Deep experience with product lifecycle
* JIRA
* Microsoft Office - PowerPoint and Excel
* Ability to identify risk (example: if there is a QA issue this person needs to know how it will impact timelines)
Nice to have:
* Digital, telecom, or outage experience
Salary : $60 - $65
