Senior Manager, CBM Product CX

Core Responsibilities 

• Deep understanding of customer needs, behaviors and pain points and translation into robust product requirements.  

• Partner closely with MVNO partner, product, UX, operations, technology, and architecture teams to bring the product vision to life, delivering features in a lean, iterative, and nimble way

• Analyze customer escalations and ticketing data to address customer/agent concerns
• Champion tool strategy/requirements and use cases to adequately support customer experience
• Roadmap customer journeys as they move throughout the product lifecycle and identify areas of opportunity for future enhancements
• Work closely with program management/delivery resources to track program performance, timelines and budget
• Be on-site in Philadelphia or Denver office 4-days per week
• Other duties and responsibilities as assigned.

Preferred Attributes & Qualifications 

We are looking for teammates that have in-depth experience in developing and delivering new products, with a successful track record of end-to-end product development from concept creation to launch, and in close partnership with product designers, engineers, and business partners.

• Strategist: A strategic problem solver and innovator who flourishes with ambiguity, able to develop compelling concepts and cases to drive growth and take them through to delivery.
• Game-changer: Challenges the conventions of today to develop innovative, groundbreaking customer experiences.
• Entrepreneurial: Ability to clearly articulate a vision and strategy, and to communicate it clearly and gain consensus from multiple levels in the organization.
• Champion: Highly motivated and results oriented change agent with strong technology, business, product, and design foresight.
• Manager: Ability to lead sophisticated projects while meeting goals and leading virtual teams to achieve efficient results.
• Leader: “Lead by example” mentality that promotes collaboration, willingness and accountability with their team, peers, other departments and external partners.
• Facilitator: Participative, thoughtful facilitator that can keep others engaged and on track in meeting environments.
• Collaborator: Excels in a culture of partnership, seeks ideas from all viewpoints without bias, and champions safe space to conceptualise, pitch, refine, and debate points of view with positivity and respect.
• Navigator: Strong communication skills – an outstanding ability to establish relationships, influence and navigate within a sophisticated organization.
• Diplomat: Presence and self-confidence to engage with vital team members and handle feedback and forward progress.
• Communicator: Dynamic communication skills with the ability to connect with large and small audiences through powerful, relevant presentations, in person (or virtual) meetings, and via written correspondence.
• Initiator: Understands the importance of finding outcome where everybody wins and engaging others in the cycle of developing new initiatives.
• Student: Passionate about developing new skills and seeks opportunities to learn from authorities in new areas.
• Giver: Accept opportunities to share “super powers” with others and mentor teammates in areas of expertise.

Experience

Validated ability in Product Management in a software engineering environment; wireless experience is a plus. Previous MVNO product experience is beneficial. We would also love to hear your explanation as to why your previous experience would make the team more successful; if you don’t quite fit the mold, apply anyway.