Product Manager, Salesforce Contact Lifecycle Management

About the Company

At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, you’ll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.

About the Job

We are looking for a Product Manager to help lead our Salesforce Contact Lifecycle Management transformation. This product manager will develop and implement product strategy, roadmaps, and capabilities for digital experiences and communications that span email, SMS, and push notifications. The Sr. Product Manager is responsible for working with a variety of stakeholders and product managers to define and prioritize high impact epics and features related to customer communications. Additionally, this leader will work with application and enterprise architects to collaborate on technical solutions. The role will focus on transactional communications for all AT&T products including order management, onboarding, account and service, billing, and support communications. This product leader will have a thorough understanding of customer needs and ensure the delivery of compelling customer experiences.

Responsibilities and Day-to-Day View

• Establishes and communicates the CLM product vision up, down, and across the organization

• Collaborates with diverse business stakeholder teams to develop product roadmaps

• Works with marketing, CX, and vendor partner teams to understand the business strategy and then translates that into features/requirements

• Works with architects to develop solution designs

• Ongoing management, grooming, and prioritization of the EPIC backlog

• Leads feature refinement with stakeholders and product managers

• Identifies dependencies and associated commitments with internal and external product teams

• Works hand-in-hand with product delivery counterparts to seamlessly pass work into the delivery team

• Actively learns the domain and ultimately becomes a resident expert

• Owns and drives achievement of domain specific KPIs

Required Qualifications

• 5+ years of product management experience (or equivalent) with proven track record of managing all aspects of a successful product throughout its lifecycle

o Strategy development, particularly in the digital arena (.com, app, comms, agent tools)

o Delivering software capabilities via agile methodologies

o Data and system integrations

o Customer lifecycle management, customer journeys, and CX design

o Product roadmap assessment and planning

o Gathering and authoring business features/requirements

o Experience in working with both the business and technical teams, coordinating/leading solution design, development/configuration, and deployment across multi-dimensional teams

• 3+ years of leading cross-functional or matrix teams

• Solid technical background with understanding and/or experience in software development, web technologies and customer communications such as email, SMS and push notification

• Experience working within agile development methodologies

• Strong analytical skills and the ability to convert consumer insights and performance data into high impact product initiatives

• Excellent written and verbal communication skills with demonstrated ability to present complex information in a clear manner to peers, developers, and senior leaders

• Adaptable and resilient with experience operating in a fast paced, high pressure environment

• Bachelor’s degree or equivalent work experience in Marketing, Computer Science, Information Systems, or related field

Preferred Qualifications

• Experience with Salesforce Marketing Cloud (ExactTarget), Oracle Responsys, or other similar customer communication platforms

• Strong knowledge of the wireless and broadband customer lifecycle

• Salesforce certifications

• Experience in a retail, Call Centers, or AT&T consumer business operations

• Master’s Degree in Marketing, Computer Science, Information Systems or related field

AT&T is leading the way to the future – for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!