Job Description
We won't chase the market, we will define it. We will bring audiences a product that doesn't exist today. We will do it because no other company can deliver our brands to consumers the way we can. We have the passion, the commitment and the support to be the best. Join our HBO Max team and show us your best.
The Job
As a Product Manager, CX Tools & Technology, you will be a key member of the Customer Experience (CX) team within HBO Max. You will have a leading role in defining and delivering the best possible customer experience for HBO Max with a focus on crafting a best-in-class customer support program.
You will work closely with the larger CX Product Management Team to leverage customer support feedback, research findings, and data analytics to continuously identify ways to enrich and improve upon the customer support experience. This individual will champion new initiatives and releases as they relate to our self-service technology products. Continuously finding ways to help customers help themselves effectively and efficiently.
The Daily
• Responsible for the planning and execution throughout the product life cycle, including gathering and prioritizing customer requirements, defining the vision and ensuring delivery of high-quality features on time to achieve defined customer satisfaction and business goals
• Expand upon customer use cases that can benefit from self-service solutions
• Scope, quantify and effectively communicate the impact of opportunities to inform prioritization
• Ideate, and drive data-driven decisions using various input sources to create clear stories
• Collaborate with regional CX stakeholders to understand and evaluate how regional differences may impact global product solutions
• Visualize and document solutions that can be easily digested by both internal and external stakeholders
• Lead project kick offs and ongoing check-ins with Content, Product Design and Development teams providing comprehensive goals, requirements and updated timelines.
• Partner closely with analytics and content teams to create frameworks and processes to ensure proper measurement, instrumentation, monitoring and reporting of product success post launch
• Create and document test cases to allow for proper QA and UAT and ensure smooth and successful releases
• Build and maintain strong working relationships with cross-departmental teams, including 3rd Party Vendors, Engineering, Marketing, Research, Analytics, Program Management and Operations.
• Research and analyze emerging trends in the CX and support marketplace, keeping abreast of competitive, business, and technology developments within the CX/support product domains and using these findings to drive recommendations for product requirements and CX product roadmap.
• Promote and refine intake and planning processes agreed upon within the Tools & Technology team and supported across all users and stakeholders.
The Essentials
• 1-3 years of experience working in a service oriented job
• 4-7 years experience within Product Management, Customer Success, or Technology administration/configuration
• Bachelor's degree in Business, Analytics, Economics, Computer Science, Information Systems, or related field or demonstrated strength in such disciplines
• Domain expertise and experience with global customer support operations, digital communities, front end design, contact center technologies, and channel strategies
• Experience successfully leading multiple projects through product life cycle from concept to delivery
• Works in a planned and strategic manner when juggling competing priorities and pressures
• Execution oriented approach with phenomenal communication (both written and oral) & interpersonal skills
• Comfortable with Lean/Agile methodologies and JIRA or other feature development or project management software
• Highly adaptable and able to thrive in a dynamic, fast-paced environment
• Self-starter, creative problem solver, proactive, collaborative and resourceful
• Detail oriented and thorough in every aspect of work output
• Analytically driven, with a high degree of comfort independently evaluating, manipulating and acting on data
• Passionate about leveraging technology to build and cultivate a best-in-class customer experience
• Familiar with building global product solutions while honoring localization features
• Positive attitude with a determination to move forward regardless of unexpected blockers
• Constant learner, driven to continuously improve and develop expertise in customer support and product management methodologies, as well as the streaming media industry.
• Experience working with Tableau, Salesforce, and Figma preferred
Jobcode: Reference SBJ-gkq154-54-210-85-205-42 in your application.