1+ months

Sr. Lead Product Manager, Mobile Apps & Self Service Strategy

AT&T
Bothell, WA 98011

At AT&T, were connecting the world
through the latest tech, top-of-the-line communications and the best in
entertainment. Our groundbreaking digital solutions provide intuitive and
integrated experiences for millions of customers across online, retail and care
channels. Join our mission to deliver compelling communication and
entertainment experiences to customers around the world as we continue to
evolve as a technology-powered, human-centered organization. As part of our
team, youll transform the way we deliver a seamless customer experience with
digital at the center of all you do. In our world, digital is much larger than
just an eCommerce channel, we are transforming all channels to digitally
perform as one team to create a better customer experience.  2019 is the
first full year of our digital transformation and your opportunity to
revolutionize the digital space and build a career that will propel your
future.

The Product Manager for
Mobile Apps/self service strategy will be responsible for owning the overall
customer care strategy mobile product experience for the MyATT mobile app. In
order to be a mobile first experience, we are looking for an experienced
Product Manager that lives and breathes mobile apps. The right candidate will
be customer-focused, strategic and analytical, creatively curious, and has
worked in the role of Product Owner on an agile team. In your role, you will
partner with diverse cross-functional teams to lead, execute, monitor, and
deliver experiences that will delight our customers. Your success is dependent
on your ability to collaborate with cross-functional partners in a positive,
productive, and transparent way.

Key areas of focus for
this role include: scoping out self-service tools (Chat/Virtual Assistance/
Diagnostic tools) for AT&T wireless and broadband products and services. In
this role, you will be responsible for the mobile app customer care + service
tools roadmap, with a goal of delivering solutions that help customers understand
and easily solve service issues.

What you will do

  • Be
    the voice of the mobile customer across the organization. Lead product
    development lifecycle from ideation through launch including end-to-end
    customer experience.
  • Prototype
    mobile experiences and bring industry standard best practices to the
    product development cycle.
  • Work
    in an Agile development environment. Adjust requirements based on new data
    or strategy shifts.
  • Influence
    UX designers on front-end experience specifications.
  • Engage
    in cross-functional collaboration Sales, Customer Care, UX and Technology
    teams to support customer lifecycle management activities including
    pilots, betas and full launches, customer experience optimization, and
    product optimization.
  • Partner
    with Sales, Marketing, UX and Technology teams to ensure that the final
    product is delivered in line with consumer focused messaging, defined SLAs
    and NPS targets.
  • Define
    business and customer experience metrics for tracking product performance
    in collaboration with analytics team.
  • Work
    on an agile team in a co-located environment with some overseas
    development resources.

Qualifications

  • 6+ years product management
    experience, most of it on mobile apps that are in the app stores.
  • 3
    or more years working on agile teams and participating in ceremonial
    meetings such as planning, grooming, stand-ups, retrospectives, etc.
  • Track
    record of creating and executing on high-impact apps with proven
    commercial success.
  • Experience
    working on products with multiple product and sales strategies
  • Strong
    grasp of online metrics, tracking performance of KPIs, and the ability to
    integrate analytics into your decision making. Familiarity/expertise on
    Tableau, Quantum Metrics and Google Analytics is desired.
  • Masters
    or Bachelors degree desirable (preferably in business, technology,
    economics, or a related field) or equivalent experience.
  • Excellent
    interpersonal skills, with ability to quickly establish credibility with
    key business partners in product management, sales, customer support, and
    development.
  • Familiarity with management by objectives and/or OKRs as a
    way of measuring performance.
  • Growth hacking /
    experimentation skills are a plus

Qualifications

  • 6+ years product management experience, most of it on mobile apps that are in the app stores.
  • 3 or more years working on agile teams and participating in ceremonial meetings such as planning, grooming, stand-ups, retrospectives, etc.
  • Track record of creating and executing on high-impact apps with proven commercial success.
  • Experience working on products with multiple product and sales strategies
  • Strong grasp of online metrics, tracking performance of KPIs, and the ability to integrate analytics into your decision making. Familiarity/expertise on Tableau, Quantum Metrics and Google Analytics is desired.
  • Masters or Bachelors degree desirable (preferably in business, technology, economics, or a related field) or equivalent experience.
  • Excellent interpersonal skills, with ability to quickly establish credibility with key business partners in product management, sales, customer support, and development.
  • Familiarity with management by objectives and/or OKRs as a way of measuring performance.
  • Growth hacking / experimentation skills are a plus

Categories

Posted: 2019-12-18 Expires: 2020-03-27

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Sr. Lead Product Manager, Mobile Apps & Self Service Strategy

AT&T
Bothell, WA 98011

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