Associate Product Manager, Cx Strategy

Job Description

The Job

As an Associate Product Manager on the CX Program Strategy team, you will drive tangible progress within several key initiatives aimed to deliver a superior end customer experience to our subscribers. Your work will require an optimal balance of structure / organization, critical thinking, and creativity, deftly switching between altitudes of detail and perspectives depending on the needs of each project. This role will require superior stakeholder management skills and the ability to collaborate across the CX team as well as cross-functional teams throughout HBO Max, including Product, Program Management, UX, Engineering, Marketing, Operations, and Research teams.

The Daily
• Support the CX Insights program in consolidating and presenting a holistic view of consumer feedback/expectations/perceptions, as well as performance against existing goals/OKRs
• Measure and track the impact of improvement opportunities, identified through CX Insights, that will enhance the HBO Max experience for our subscribers
• Help cultivate our ongoing engagement model with cross-functional stakeholder teams to drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities
• Contribute to key strategic initiatives reflecting core CX priorities and broader leadership goals, bringing ideas to life from start to finish: from creative concepts to feasible frameworks to roadmapping, executing, and measuring results
• Research and analyze emerging trends in the CX space, keeping abreast of competitive, business, and technology developments within the customer experience, customer support, and product domains and using these findings to drive recommendations for our CX and HBO Max roadmaps

The Essentials
• 1-3 years of experience within Customer Experience, Business Analytics, Consulting, Project/Program Management, or a related field, preferably within a media company
• Excellent project management and organizational skills
• Collaborative problem solver
• Fastidious, detail-oriented approach coupled with ability to synthesize and maintain a vision of the bigger picture
• Highly adaptable working style that thrives in a dynamic, fast-paced environment
• Relentlessly positive, 'can't be stopped' attitude
• Strong interpersonal and communication skills, both written and oral
• Interest in using data to identify opportunities, define goals, measure progress, and inform recommendations
• Constant learner, driven to continuously improve and deepen expertise in customer support and product management methodologies, as well as the streaming media industry

Jobcode: Reference SBJ-gmxby2-18-220-11-34-42 in your application.