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Associate Product Manager Inbound Customer Engagement

Address: 200 WILMOT ROAD,DEERFIELD,IL,60015-00001-Y

Job ID 897694BR
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Job Summary:

The Associate Product Manager Inbound Customer Engagement is instrumental in driving product feature delivery for our automated phone system, chatbot, and agent desktop. Focused on creating the best user experiences and increasing self-service opportunities by leveraging natural language technology, the role will partner with business SMEs, UX designers, speech scientists, and development teams.

  • Develops strategies that meet department goals within budget and established timelines.
  • Works to improve technology delivery, intake consistency, and increase alignment.
  • Participate in both long- and short-range strategic planning and the development and implementation of programs.
  • Maintains a thorough understanding of business processes pertaining to all aspects of Pharmacy & Retail Operations.
  • Manages complex ad-hoc projects and analyses, as needed.

Job Responsibilities:

  • Responsible for supporting product management activities for one or more products. May have full product management accountability for smaller products or product enhancements. Conducts technical and market research to support product managers.
  • Identifies and resolves issues for assigned product area that may impair the team’s ability to meet goals.
  • Works closely with the engineering technology team and user interface designers to define detailed key product requirements.
  • Identifies and quantifies the customer segments with strong growth potential, creating the business case for targeting. Coordinates the work of cross-functional teams. Manages the ROI to ensure benefits outweigh costs to move forward into execution.
  • Measures and analyzes impact of existing pricing and functionality. Identifies opportunities to innovate and improve, providing additional benefits to the customer. Builds strong internal cross-functional relationships to drive implementation and goals.
  • Conducts business and financial analysis, including forecasting, monitoring, and reporting.
  • Identifies industry best practices in eCommerce and builds vendor relationships. Understands how technology advancements drive sales and increase customer satisfaction. Keeps up to speed on all new product launches in the online space.

Basic Qualifications

  • Bachelor’s degree and at least 2 years of product management experience in on-line technology OR High School/GED and at least 4 years of product management experience in on-line technology.
  • At least 1 year of experience in consumer-facing online commerce
  • At least 1 year of experience in product marketing, product/program management, business development, and/or management consulting
  • Experience working with product development lifecycle.
  • Experience developing and delivering presentations to various audience levels within an organization.
  • Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
  • Willing to travel up to 10% of the time for business purposes (within state and out of state).

Preferred Qualifications

  • ∙ Retail pharmacy, contact center operations, and call routing experience
    ∙ Experience with large-scale, technology-heavy, voice channel systems (IVR, CTI, ACD/PBX, CRM)
    ∙ Experience with prototyping, user experience, and usability research, and analytics
    ∙ Flexible to work independently with minimal supervision, and collaborate on multi-disciplinary teams
    ∙ Experience implementing projects using Agile methodology
    ∙ Be able to fit into a fast-paced environment working on multiple projects simultaneously
    ∙ Experience with speech recognition, voice biometrics, speech synthesis software, and chatbot design

    ∙ Fluency or near-fluency in Spanish

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