The Consumer Video Retention Team is looking for a talented, highly motivated candidate with strong project management skills to join its Retention Operations Team.
This individual will identify process improvements and system enhancements, and coordinate with diverse partners to ensure the best experience for our customers.
This position is primarily responsible for working cross functionally to implement offer and program changes that support our retention strategy.
They will provide continuing product surveillance and management of established product and programs to attain key performance indicators and objectives.
Projects may include management of customer communications and email campaigns.
This position must deliver projects on time, within budget, and free of defects.
Time management, ability to proactively take ownership and prioritize, and ability to handle stress are required.
Relationship management, exceptional communication skills, and extensive knowledge of product strategy and marketing are required.
Analytical skills are required to drive continuous monitoring of results and data-informed recommendations for future planning and projects.
Must succinctly explain complex situations, turn ideas into action, and inherently understand strategic tradeoffs required for decision-making.
Must modify communication styles for different cross functional partners, including technical managers/application developers, as well as non-technical stakeholders and senior level executives.
Responsibilities: Work closely with Managers and Project Managers to support the launch of projects within our call centers and across other lines of business Use of effective time and project management to consistently meet deadlines and ensure preparedness for project launches Develop and maintain standard project documentation such as process and procedures, project plans (as needed), agendas, action items lists, business rules/requirements, process flows, test cases, etc.
Provide accurate and timely updates on projects, production issues, and manual processes to Management and all impacted cross-functional departments Manage and serve as the point of contact for production issues related to Call Centers Work to resolve all production issues impacting the business and call centers Champion and lead continuous process improvement strategies for retention programs Work closely with all levels of the organization to determine process improvements related to our offer prioritization platform and governance process Have the ability to articulate complex concepts and requirements through clear and concise documentation Review company initiatives and understand how they impact customers; work with Customer Careto ensure that Customer Service Representatives are prepared and educated Participate in testing of system changes for departmental and company-wide changes Work collaboratively with all levels of management and provide ongoing status reports to cross functional business partners Demonstrate cross-functional expertise for retention offer strategies and offer constructs Manage offer development and implementation for retention offers that may not be within their core responsibility Qualifications Bachelors Degree and 5-7 years relevant experience Excellent communication skills including an ability to communicate and work effectively with business and technical managers and diverse cross-functional groups Leadership qualities, including meeting facilitation, time management, organization and influence Experience with call center systems and technology preferred Proficiency in learning new systems and applications (customer care, ordering, billing, etc) Must be self-directed, organized and detail oriented as well as have the ability to multitask and work effectively in a fast-paced environment Strong problem solving and analytical skills, including a qualitative and quantitative skill-set Ability to champion ideas and execute in an expedited timeframe Demonstrated ability to analyze complex issues Ability to accommodate change and adapt accordingly Proficiency in standard MS Office applications such as Word, Excel, Visio, Access, and PowerPoint Our Lead Product Marketing Managers earn between $95,500.
$190,900 yearly.
Not to mention all of the other amazing rewards that working at DTV offers.
From health insurance to tuition reimbursement and paid time off to discounts on products and services just to name a few.
There is a lot to be excited about around here.
#virtualwork #virtualjob Job Posting: Oct 29, 2021, 5:05:51 PMOther Locations: Georgia-Atlanta, Colorado-Denver, Oregon-Portland, Texas-Dallas, California-San Diego, Illinois-Chicago, Washington-SEATTLESchedule: Full-timeJob Level: Senior Associate/Second Level Manager