Sr. Manager, Content Delivery - Testing

Core Responsibilities

Definition & Discovery: 

• Experience/ Platform Discovery – Identify new experience and platform opportunities to be explored to support specific Market KPIs. Simultaneously establish long term vision, strategy and KPIs for Experiences and Platforms to support multi-tenant needs. Plan and prioritize product feature backlog for development by product engineering teams. Work closely with Product Management ensure product backlog remains aligned with business value or ROI. 
• Feasibility Assessment For Business Case – Identify experience and platform feasibility and usability. 

Requirements, Common Goals: 

• User Insights – Represent user insights on existing platforms and surface options to solve consumer pain points. 
• Experience and Platform Requirements and Priorities – Extrapolate business requirements into "experience and platform requirements and priorities“ to support Minimum Lovable Products (MLP). Identify user stories, criteria and process for evaluating new functionality that should be added to the core platform. Facilitate build vs. buy decision-making to support core experience and platform strategy. Ensures requirements are documented to reflect our commitment to privacy, security, DEI, accessibility, sustainability, reliability and ethical design. 
• Experience/Platform Engagement Reporting – Establish reporting structure to track “customer behavior” and align on data sources and ownership. Ensure single source for data and transparency (including documentation of data flows within and to / from product). 

Architect, Prototype: 

• Experience Prototype – Create Minimum Lovable Products (MLP), develop working prototypes for Markets inclusive of design features, experiences, and platforms to deliver Market KPIs and common goals. Evaluate prototypes to identify those experience and platform functionality that should be incorporated. 

Design Lovable Products: 

• Finalize Design – Refine prototypes, UI and UX designs based on Minimum Lovable Products (MLP) requirements and intended use case and KPIs. 

Develop and QA: 

• Build Experience – Leverage tech stack to integrate code into existing platforms to deliver against final design. Facilitate usability and experience testing of the experience and platform in support of core KPIs. Have a voice not a vote on content. Take a proactive role in mitigating impediments impacting successful team completion of release/sprint goals. 
• Experience Testing – Facilitate usability and experience testing of the product in support of the Market KPIs. Acceptance testing to ensure the development meets the criteria of the user story. Facilitate remediation of any findings from reviews of partners (e.g., Privacy Legal, Privacy Operations, Security, Accessibility and Sustainability). 
• Experience and Platform Onboarding – Partner with Market Product Managers to facilitate the onboarding to experiences and platforms. 

Product Launch: 

• Final Trials – Conduct final trials and bug fixes. 
• Technology and Employee Trials – Facilitate technology and employee trials and remediation of gaps identified. 
• Release Management – Support Market Product Managers in the implementation of release management plan. Design and support release management for development activities 

Optimization and Support: 

• Refine Experience and Platform to Achieve Market Engagement – Uncover and improve functionality to address product user data and errors for Market product. 
• Design comprehensive test plans; ensure testing is performed to validate performance 
• Conduct daily performance monitoring to ensure KPIs are met and maintained 
• Continuous Experience and Platform Refinement – Accountable for continuous experience and platform refinement. 
• Inquiry Management – Accountable for information requests related to the product from internal and external stakeholders. 
• Consistent exercise of independent judgment and discretion in matters of significance. 
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. 
• Other duties and responsibilities as assigned. 

Minimum Requirements

• Robust operational experience with the ability to identify platform issues and the impact on call center agents and customers
• Expertise with IVR, XA and digital channels
• Proven success leading a team of direct reports
• Strong project management skills and attention to detail

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.