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Product Manager – Digital Help & Support

TORONTO, Ontario
The client is seeking a Product Manager for Help & Support, eager to join their growing team. You will create user experiences that bring their brands to life and solve problems for their customers. This position is a part of the digital product and technology team, which is responsible for the design and development of their websites, mobile apps, and virtual assistants. You have a passion for making products work intuitively and reducing design experiences to the essential.

JOB DESCRIPTION:
•       Help define and implement the Help & Support Strategy and governance model across all Digital Platforms & Brands
•       Identify and lead product portfolio planning (e.g. business case development, operational requirements, cost & pricing analysis, and product scope definition)
•       Engage delivery primes across the organization to ensure the roadmap is achievable
•       Intake, manage and govern change requests from various business units and cross-functional teams
•       Work in collaboration with multiple stakeholders to improve the overall experience and ensure that all digital components deliver a seamless and simple experience across websites, apps & other Digital Channels
•       Lead cross-functional meetings and drive collaboration between stakeholders. Drive to provide leadership and direction towards accomplishing goals and taking ownership and responsibility from strategy to execution
•       Identify potential roadblocks and proactively determine solutions to be implemented
•       Advise, consult and socialize with key stakeholders involved in prioritized initiatives; document business opportunities, recommend digital solutions and provide timelines and budget impacts
•       Track Help & Support performance through qualitative and quantitative KPs and propose action plans for major Digital Help & Support projects
•       Map and optimize complex customer journeys across offline & online channels
•       Consult with Digital team members to ensure re-usability of components across our Digital Eco-system
•       Evangelize the Digital vision

MUST HAVE SKILLS:
•       3+ years of experience in a product management role related to digital experiences
•       Relevant experience in customer journey mapping and basic knowledge in customer care and call driver principals
•       Digital product delivery in agile, bimodal, traditional waterfall & hybrid development environments
•       Knowledge in JIRA and Confluence
•       Knowledge in Contentful
•       Understanding in CDK and Design Systems
•       Knowledge in Virtual Assistants optional and useful

ADDITIONAL SKILLS:
•       Collaboration and team work values
•       Leadership ability to manage both directly and through influence to deliver high quality products to market in a timely manner
•       Effective organizational skills with the ability to bring people together from both business and technology teams to leverage everyone’s contribution and create a sense of inclusion to elevate the program
•       Superb communication skills to engage and manage key stakeholders across the organization
•       Expertise in presenting ideas, business rational and trade-off implications to executive audiences
•       Self-starting and willing to roll up one’s sleeves to get the job done
•       Results-oriented team player who leads by example, holding themselves accountable for performance
•       Passion for Digital
•       Curiosity of how things work and the ability to think outside the box for solutions
•       Ability to solicit alternative ideas & perspectives to understand the "why" and not just the "what"     
 

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