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Product Manager in Poway, CA at Vaco

Date Posted: 10/13/2018

Job Snapshot

Job Description

Duties:

Looking for a company that inspires passion, courage and imagination, where you can be part of the team that is powering prosperity around the world by enabling millions to find their financial freedom?

If you are interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, then join a company you can be proud to be a part of.

Consumer Group (TurboTax, Turbo and Mint) Workforce Tools and Operations team is responsible for creating, supporting and testing the customer service infrastructure for our Agents and Experts to ensure a scalable and world class customer service delivery experience.

We are on a journey to enable hyper scale in our services business and are making fundamental technological shifts that will enable this journey. As a product manager in this group, you will have the opportunity to solve business critical problems via leading edge products.

We are looking for candidates who have extensive business systems analyst and or product management experience building internal tools specific to workforce at scale and require deep technical understanding of call center and customer service industry - balanced with customer empathy, strong execution capability, and a track of record of building strong business partnerships and delivering impactful business results.

Responsibilities:

Define and lead the vision and strategy for the Operational Excellence in conjunction with business owners, provide product thought leadership in identifying critical customer requirements, understanding business goals, defining product end state and roadmaps.

As a product owner, working with development teams and dependent teams, driving execution towards product goals.

Effectively managing dependencies, priorities and plans across different groups towards consistent product delivery aligned towards common goals.

Take a data driven approach in defining success metrics, prioritizing requirements, and communicating plans, progress and success.

Demonstrate customer obsession by being the champion for the user experience, deep customer empathy by leading voice of the customer sessions.

Have experience partnering with offshore development teams and proven track record of delivering outcomes with those teams

Skills:

2 - 5 years designing and delivering world-class customer service products that solve big customer needs, specifically in large scale call center or customer service environments.

Demonstrated success in taking data driven approaches and delivering impactful business results.

Prior hands on development or data experience, development and presentation of technical demos.

Ability to develop and execute a successful product roadmap.

Experience with Agile development and methodologies being the product owner.

Proven experience in defining product visions and inspiring teams to deliver innovations and impactful products.

Record of accomplishment of working closely with customers, partners, listening and taking a customer-focused approach to strategy and priorities - demonstrating a passion for the customer.

Excellent collaboration skills - leading execution across teams, influencing across organizations.

Good communication skills - in small teams and larger group presentation formats