Product Manager; Customer Care, Design, strategy | Bentonville, AR - hybrid

Staff Product Manager, Customer Care Product – Omnichannel Intelligent Routing Contact Center

The role is hybrid schedule (will be in BV remote and come into the office as needed). Second hub option the manager would be open to Dallas.

Customer Care plays a key role in shaping the future of our customer experience for , Client Stores, and other affiliated brands like Hayneedle, Bonobos, Moosejaw and  by recommending and championing products, processes and solutions to improve Customer Care systems with a focus on Client’s Omnichannel Intelligent Routing Contact Center.

As a Senior member of the Customer Care Product organization, you will help define the strategy, priorities and roadmap of support systems functionality for Customer Service Technology Solutions.

This is a unique opportunity to be part of a “once in a decade” journey as we are transforming customer service and its under laying technology at Client from ground up to enable true omni channel customer care. Client receives millions of contacts from our Customers, Vendors, Suppliers, and Associates through voice and messaging channels. You get to be the creative problem solver for the Products that power this capability, handle volume at a scale only known to the largest retailer, and provide innovative features that care for our Customers.

This is an opportunity for a unique individual with a combination of product sensibility, technical expertise and the ability to build cross-functional partnerships to make a significant difference. This role will be reporting directly into the Director of Customer Care Product.

Define and execute the multi-year Messaging channel strategy roadmap and vision, supporting Client’s current needs and deciding what Client should invest in to position itself for the future.

Drive the product discovery process for large complex, and/or ambiguous projects.

Be the subject matter expert on Omnichannel Contact Center Product & Technology.

Evangelize Client’s Omnichannel Contact Center across the organization, drive integration with customers and partners and ensure desired positive impact is achieved.

Build products with superior user experience, understand how customers interact with the experience & iterate on it. This work may include:
Requirements writing, feature prioritization, user acceptance testing & feedback, and rollout.

Ensure analytical methods, tools and resources are in place to identify areas of opportunity for our customer care, including cost savings, contact reduction and customer satisfaction.

Identify the drivers of critical metrics and KPIs and provide business recommendations accordingly.

Facilitate communication and planning between your 4 In the Box:
Customer Care Operations team, CX Product, Design and Engineering. Ability to lead Customer Care Product direction with these audiences with confidence and authority.

Build strong relationships with stakeholders and end users of our Products. Drive consensus and deliver in a matrixed organization with multiple stakeholders.

You have strong project management skills that will enable to juggle multiple projects and long lists of requirements at the same time.

Promote and support company policies, procedures, mission, values, and standards of ethics and integrity.

We are building a high-performance team and looking for others who will challenge us to become even better. Come join an organization where you’ll have the opportunity to contribute significant impact by solving problems at a scale only available to the largest retailer in the world. At Client, the products you create are only bound by the scope of your imagination.

Minimum Qualifications:

5+ years of relevant work experience in product management, ideally in a in Customer Service related role, owning and driving end-to-end product requirements across multiple technology teams.

Strong understanding of the Customer Service Product domain.

Ability to lead, drive consensus and deliver in a matrix organization with multiple stakeholders. You are an expert in building partnerships.

A high degree of comfort with ambiguity - you are able to quickly develop hypotheses with limited information, test, measure and iterate.

Self-motivated and willing to handle competing priorities in a fast-paced environment

Strong project management skills.

Metrics driven, can draw insights from large data sets to iterate over product quickly.

Ability to prioritize well, communicate clearly and understand how to drive a high level of focus and excellence with a strong, talented, opinionated team.

Experience delivering technology products/services in a high growth environment with a demonstrated ability to translate customer needs into business and product requirements.

Bachelor’s degree in Computer Science, Business Administration, Information Systems, or related field and 5+ years experience in product management, business systems analysis, business consulting, or related field.

Some travel may be required.