Senior Digital/CX Product Manager

| San Francisco | Hybrid
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Ahead of the Curve.

No one knows the road like Agero. We are an industry leader providing Insuretechs and digitally transforming legacy carriers, connected vehicle manufacturers, mobile startups, car sharing and mobility services, fleet and disruptive online and legacy brick and mortar car dealers with privately labeled state-of-the-art 7x24x365 roadside assistance, accident management, and emergency services powered by the Swoop multi-sided platform.

Headquartered in Medford, MA operations throughout North America, and technology development in both the Bay and Boston area, we are trusted by more than 100 leading corporations and used by 75% of the new passenger vehicles sold in the U.S. As a result, we have more information about cars and drivers than any other company in our industry.

Our team is passionate about addressing real-world problems with digital solutions. We’re looking for enthusiastic problem solvers and leaders who are ready to join a fast paced organization and make a big impact at scale in a job that really matters – creating outstanding experiences that deliver exceptional outcomes to millions of stranded motorists and passengers every year.
ABOUT THE ROLE

We’re looking for a Senior Digital/CX Product Manager to drive our digital transformation to the next level. Your job will be to define, deliver, and optimize omni-channel customer journeys working with our clients and geographically diverse design, platform engineering, operations, marketing and sales teams.  You’ll have a tremendous impact on the way that 30,000 people every day interact with us to get them back on the road and be able to see the impact of your ideas in the market quickly. We’re looking for a passionate, strategic thinker who can understand the big picture, but also obsesses about the details and outcomes.
RESPONSIBILITIES:

  • Create an awesome experience for every step of our client’s customer journey
  • Partner with multiple internal and external stakeholders to bring that journey to life consistent with our clients and Agero’s brand promise.
  • Drive multiple releases per week from conception to completion with a cross-functional team
  • Own and measure core success metrics of the CX and the business
  • Communicate roadmaps, priorities, experiments, and decisions across a wide spectrum of stakeholders from partner teams to executive levels to our board
  • Continuously prioritize and manage the backlog and upcoming sprints
  • Communicate regularly with key internal and external constituents

SKILLS AND EXPERIENCE:

  • Experience working at an organization that puts a high value on a digital customer experience
  • Metrics obsessed; comfortable defining and analyzing metrics that showcase the success of our customer experience efforts
  • Strong communication and intuition for customer experience strategy at every level - within teams, across the company, to users, to the media, and executive leadership
  • Ability to make things happen; ability to manage project ambiguity, complexity, and interdependencies in an organized and disciplined manner
  • 5+ years full-time product management experience
  • Expertise in digital customer products: Mobile, Intelligent Voice Assistants, Chat Bot, SMS and other forms of digital automation
  • Have shipped something that people use regularly
  • Strong UX and workflow design skills
  • User-centric product philosophy and methodology
  • Design thinking methodology a plus
  • Can develop deep empathy for a variety of demographic segments and client experience outcomes
  • Analytical ability to unpack complex problems, synthesize data, and identify root issues
  • Can manage multiple projects simultaneously, handle a fast-paced startup environment, meet deadlines, and manage changing priorities
  • Excellent communication and collaboration skills
  • Fluent in agile development methodologies and tools (e.g JIRA)



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Location

San Francisco, CA

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