Product Manager, Customer Experience
Core
Define, design, and optimize end-to-end global processes for Customer Experience, acting as an 'Experience Architect' to ensure intuitive and scalable workflows.
Role type
Product Manager (Process & Customer Experience)
Builds
Global process flows and user experience manifests for core platforms like SAP, Salesforce, ServiceNow, and Planview.
Domain
Mission-critical communications and analytics
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Process design and mapping, User research and stakeholder engagement, Requirements gathering and user story creation, Experience architecture and prototyping, Data analysis and insight generation, Change management documentation
Preferred skills
Problem deconstruction and flow optimization, Bridging technical and non-technical teams, Agile methodologies, Global adaptability across time zones and cultures
Technologies
Visio, Lucidchart, SAP, Salesforce, ServiceNow, Planview
Responsibilities
Document 'As-Is' and 'To-Be' global processes to identify bottlenecks, conduct workshops with regional stakeholders, translate business needs into user stories, visualize process changes via wireframes, analyze diverse data sources for decision-making, develop training materials and adoption guides
Seniority
Experienced