Customer Experience Product Manager

Republic Services, Inc. is a leader in the environmental services industry, seeking a Customer Experience Product Manager to lead the strategic development and execution of their digital customer experience portfolio. This role involves managing a team of product owners to enhance digital products and ensure exceptional customer experiences while driving business growth.

Responsibilities:

• Owns the end-to-end experience for digital customer touchpoints across web, mobile, and customer communications including seamless connectivity with non-digital interactions with customer support, sales and operations
• Leverages inputs from stakeholders, VoC, research and analytics to continuously define and prioritize features to improve the CX and drive business growth
• Develops and maintains a structured approach to evaluating and prioritizing enhancement requests based on customer impact and business value
• Sets the strategic direction for product management and manages a team of digital product owners
• Establishes KPIs and measurement frameworks to evaluate digital product performance and guide optimization efforts
• Ensures seamless connectivity between digital experiences and non-digital interactions with customer support, sales, and operations teams
• Sets methodology based on target audience for obtaining customer input pre, during and post the development lifecycle
• Partners with Brand & User Experience CoE on creating & managing design standards across digital channels
• Brings relevant innovative industry/UX, technology, data opportunities to the forefront
• Owns framework for process and prioritization for organization and field requests based on customer impact and business value
• Partners with IT on holistic roadmap, driving optimal use of technologies, & building strategic partnerships with 3rd party partners
• Performs other job-related duties as assigned or apparent

Requirements:

• Demonstrated experience leading cross-functional teams to deliver successful digital products and experiences
• Strong understanding of digital platforms including Content Management Systems, CRM, marketing automation, analytics tools, and eCommerce solutions
• Process-oriented, mindset of continual improvement; real passion for ingesting and analyzing data, documenting processes with the intent of driving progressive improvements and significant innovation
• Strong communication and presentation skills with ability to articulate complex concepts to both technical and non-technical audiences
• Experience with Agile development methodologies and product management tools (Jira, Confluence, etc.)
• Cross-functional leadership with ability to influence stakeholders and build consensus in a matrixed organization structure
• Excellent project management skills; confident managing upwards and coordinating with cross-functional dispersed teams with a good understanding of project management tools and concepts
• 5+ years building and managing digital products including planning, developing, executing and measuring outcomes