Digital Workplace Engineering – Product Management – Associate

Digital Workplace Engineering – Product Management – Associate

Requirements

• 4 to 6 years of experience in a Technical Customer Success position, Technical Account Management, Technical Service Delivery, Project or Program Management
• Bachelor’s or Master’s degree in business or technical field
• High level technical and workflow understanding of modern collaboration platforms like Slack, Teams, Symphony and consumer tools like WhatsApp, Telegram, Discord
• Comfortable in technical conversations and understands Agile Principles, software development lifecycle
• Experience with Agile scrum and service management processes i.e., running Agile ceremonies
• Experience in a customer/client facing engagement role
• Exceptional communication skills with a hint of marketing enthusiasm! Well-rounded interpersonal skill set with the capacity to build strong relationships with colleagues, stakeholders, leadership and customers. Strong communication (written/verbal), presentation and facilitation skills
• Ability to work independently, prioritize work, resources while maintaining collaboration with other team members. Comfortable leveraging technology to effectively work with both in-person and virtual teams
• Comfortable with ambiguity and excels at creating order out of chaos. Able to advance progress in gray areas and work through resistance or setbacks
• Thinks both strategically and tactically–eye on bigger picture, while ensuring near-term concreteness
• Able and willing to both lead and support. Will “go the extra mile” for stakeholders
• Passion for excellence and the desire to have a significant impact on the business
• Ability to context switch, manage multiple projects, tasks, activities simultaneously in a fast-paced and evolving environment with changing priorities
• Candidates should be creative, innovative, and self-motivated with a history of high-quality execution and problem-solving
• Passion for growing one’s skills, producing solutions to interesting problems
• Exceptional editing, organizational and project management skills
• Well-rounded interpersonal skill set with the capacity to build strong relationships with individual contributors and senior executives. Strong communication (written/verbal), presentation and facilitation skills
• Bias for action and speed. Clears obstacles and navigates situations with a resourceful and creative approach.

Responsibilities

• Manage the program delivery operating rhythm and milestones, ensuring that stakeholders are working towards common outcomes and clear timelines
• Proactively identify and manage key risks, issues, and dependencies. Ensure that stakeholders who need to collaborate are connected. Escalate as needed to facilitate removal of roadblocks
• Responsible for oversight and readiness of the product lifecycle and implementation plan to ensure execution timelines associated with rollout are in alignment with success criteria and business expectations
• Manage the completion of all enablement documentation for both technical support teams and end-users
• Responsible for overall product/service communication strategy, to include coordination and validation of all end-user communications for accuracy, transparency, and relatable information. Communications are inclusive of new products rollouts, enhancements, updates, migrations and maintenance schedules. Goal is to create a seamless, simple and pleasant experience
• Facilitate process of gaining shared vision and developing work plans by partnering with stakeholders across business units and functional groups. Guide teams through structured and principled approaches to solving problems. Surface tradeoffs and make recommendations
• Work with core Product & Delivery Stakeholders to facilitate framework activities, hygiene, execution, and a great customer experience
• Set foundational best practices for standardization activities that are encompassing, measurable and complementary to the product life cycle, customer experience and end-to-end delivery program
• Establish and evolve muscle memory that promote building, improving and maintaining process, driving complementary tool innovation, transparency, accountability, and rigor in execution. Maintain key work plans and action items
• Work with Service Manager and Product Manager to Ensure product SLAs are met and own end-user product communications in the event of an outage or incident
• Collaborate with business leaders to help recommend solutions and corresponding action plans for the business problems their work streams are solving. Provide quantitative and qualitative analytical support to support recommendations and identify new areas of opportunity
• Work in partnership with Product Managers, Service Managers and automation teams to collect product/service, support, customer experience and feedback metrics. Manage the overall health of the customers. Develop metric muscle.

Preferred Qualifications

• Familiarity with financial services workflows (sales, trading, investing, advisory, etc.)
• 3+ yrs experience in a customer/client facing engagement role
• 5+ yrs experience applying Six Sigma principles and project management