We are an online platform connecting families that are looking for senior care services with a team of experienced advisors providing insight-driven and personalized solutions. We are a quickly growing organization with over 500 advisors connecting more than 300,000 families every year to one of our community customers.

THE POSITION

We are looking for a seasoned Product Manager who will focus on driving the design, development, and implementation of our custom solution for the Contact Center. This position will work closely with our Marketing, Telephony, Workforce Management, and Sales Team in understanding the various channels, both digital and non-digital, that families use to contact us and develop tools and processes that enable a seamless customer experience for our families as well as for the agents. You will also use your data expertise to generate operational metrics to drive decision making. This Product Manager will be instrumental in defining and delivering on the new product vision for the organization.

Who you are:

The ideal candidate is a true Product Manager and acts as the CEO of their Product. They will have proven, passionate, and outcome-oriented product manager with extensive hands-on experience in understanding business objectives to drive product vision, strategy, and execution around building solutions in the Call Center, Telephony, and Workforce Management space.

Responsibilities

What you will do:

• Work with our account teams and advisors to understand the sales process, pipeline, and opportunities to ensure they have the required tools to facilitate the sales process, manage leads, and follow-up with leads
• Partner with regional, national, and leadership teams to understand data needs to provide real-time data insights from the sales cycle to drive decision making.
• Conduct process mapping and system analysis to understand integration needs to ensure proper data flow.
• Constantly review the sales process and systems to uncover opportunities to maximize sales opportunities and conversion.
• Create a product vision about a longer-term outcome that has an impact on the lives of our customers. Develop a product strategy to achieve product vision.
• Evangelize product vision, strategy, and motivate the team to deliver on a shared vision.
• Define Objectives & Key Results to be achieved for your product area. Develop key customer metrics for optimizing products for the desired outcome.
• Establish a culture of testing and learning within your team to improve customer experience.
• Define Minimal Viable Product (MVP) and develop A/B tests to test and evolve.
• Lead product team(s) made up of cross-functional team members from Design, Development, Product, and Analytics functions to deliver the product objectives.
• Conduct product and user segmentation and funnel analysis to understand the user journey. Work with user experience and design teams to develop customer personas, prototype products, and test ideas with existing and new customers.
• Conduct product discovery using story mapping or other techniques to define the work that will create the most delightful user experience and to prioritize feature set.
• Partner with business stakeholders and customers to ensure the product we are creating can solve customer needs and create business value.
• Present business case, and product strategy to peers and senior leadership to solicit buy-in for products and features.
• Work in product teams using Agile (Scrum) product delivery principles to help increase team performance and improve customer satisfaction.
• Implement business and product analytics to measure the desired outcome of product features.

Qualifications

Skills and Competencies:

• 5+ years of product management experience.
• 3+ years of experience in consumer-facing, acquisition focused web, and mobile experiences.
• Experience in building a web site or business system to enable business process to drive specific business outcomes
• Experience in changing current business workflow or process with new process and technology and migrating users to the new workflow and tools
• Experience in using product and business data to drive decision making or driving product improvements
• Experience in building real-time data dashboards to enable real-time decision making.
• Ability to think holistically about the customer journey, from our website to our contact centers, our community partners, and beyond.
• Ability to work hand in hand with user experience and engineering teams to deliver the desired business outcome.
• Ability to think big picture, but you can roll up your sleeves to solve what is in front of you.
• Excellent communication skills.
• A collaborator at heart with a firm belief that it takes multiple points of feedback and perspective to develop the right strategy.
• Ability to analyze product performance data and generate actionable insights.
• Experienced in working using Agile (Scrum) methodology.
• Experienced in implementing and understanding business and product analytics using tools like Google Analytics, Omniture, or Amplitude.
• Experienced in designing and implementing A/B tests.
• Use of heat map tools and prototyping.
• Expert in product discovery techniques like story/journey mapping, process mapping.