AT&T Digital Care Product Manager - DIRECTV Latin America in Dallas, Texas
The Digital Care Product Manager will oversee the implementation, adoption and operation of the digital care framework consisting on FAQs, Virtual Assistant, Live chat and other interrelated tools for the operation in different countries. This role involves coordination among interdisciplinary teams and vendors towards the successful implementation of each component. Beyond the technical components, it requires definition and follow up of methods and procedures to handle support, resolution and escalation scenarios. The ideal candidate is someone with strong background in project management skills, interpersonal abilities with a successful track record and deep passion for project implementation and understanding of digital technologies centered in the customer.
#Implementation of the Care Framework
●Collaborate and develop trusted relationships with all stakeholders across requirement gathering, process definition and implementation of the digital care components.
●Coordinate all activities across development, internal and vendor teams located in different geographic areas.
●Define, document and prioritize functional requirements (user stories, use cases, etc.) to capture and communicate user needs across product and technical teams
●Continuously improvement of the digital care framework based on key performance indicators while having the local and global consistency.
●Define, prioritize, align and own the strategic and functional roadmap for the development of all DTV care framework
●Coordinate all related activities including training and communication.
●Maintain artifacts (responses, scripts) current, aligned and consistent across all the countries and product features.
#Process Management and Adoption
●Work with vendors in optimizing the tools generated for Care support.
●Define, document and establish procedures covering the operation of customer care on the digital platforms.
●Continuously measure and improve the process based on the defined metrics.
●Define and implement new initiatives toward the improvement of customer care.
#KPIs on Customer Success
●Analyze and review periodic KPIs on customer satisfaction and support.
●Improve the defined Care framework based on observed results.
●Create new KPIs that can provide better insights about our customer base, the way we are caring for them and customer satisfaction.
●Work with the insights team to create dashboards that can improve the analysis of multiple views on customer care.
SKILLS AND EXPERIENCE NEEDED
●5+ years of experience owning the implementation of projects in multi country and multi-vendor environment.
●Ability to work on a low supervisor environment
●Understanding on the current and trending digital media landscape and the way the ecosystem participants serve its customers.
●Direct knowledge of performance reporting standards and processes related to customer satisfaction and engagement
●Ability to define, drive and effectively communicate programming vision and roadmap across cross functional stakeholder and executive level teams
●Seasoned team and vendor management skills with ability to drive planning, timelines, resourcing plans, budgets and status reporting
●Exceptional verbal and written communication skills with ability to document or present complex insights related concepts to business, technical and executive teams
Bachelor’s Degree or equivalent in related discipline; Master's Degree in related discipline preferred
English, proficiency in Spanish and Portuguese preferred
Ability to travel as needed (approx. 25%) and work flexible hours/days of the week