Product Manager

Product Manager (Customer Experience/Service Design)

The candidate will report to the Customer Experience Management Director within the CEC. The candidate will act as the lead Product Manager for one or more customer experience, service delivery or service request systems. System examples might include service ticketing, customer surveying, knowledge management, chat, or customer relationship management (CRM). The candidate will work closely with the technologists who are system owners, as well as service providers across the CAO. The candidate will work on other Customer Experience projects as applicable.

Candidate Minimum Requirements:

• Bachelor’s degree plus 3 years of relevant work experience in product ownership or product management, or 4-5 years of relevant work experience.
• Experience in multiple project management methodologies from waterfall to agile/scrum.
• Experience working on product development teams with developers, designers, stakeholders, and business owners.
• Experience with project management and agile development software (e.g., Jira, ClickUp, MS Project).
• Proficiency with the Microsoft Office 365 suite, including Teams and SharePoint.

Job Expectations:

• Excellent time and task management skills; Flexible and adaptable to new technologies, changing priorities and processes.

• Strong problem-solving and analytical abilities.

• Ability to operate effectively in team environments or autonomously, both remotely and in-person.

• Excellent communication skills (written and verbal); Ability to communicate effectively with both technical and non-technical colleagues and leaders.

• Must be able to secure and maintain Federal Government security clearances as deemed appropriate by senior management.

• Experience in front-end design, information architecture, user experience design, user interface design, or similar field.

• Experience with large enterprise ITSM, CRM, CMS, or LMS systems.

Description of Work:

• The Product Manager will be responsible for supporting the Customer Experience Management team’s work to improve and standardize CAO customer service experiences and digital service delivery platforms.

• The candidate will work in a collaborative multi-team environment with various CAO service providers, our technology partners, system owners, and other business units. This person may act in the role of Product Manager for one or more systems.

• Manage collaborative product plans and roadmaps for the systems being managed.

• Help craft a customer-centric product vision for the system and its integration into other existing or new systems (e.g., Intranet, CRM).

• Coordinate product backlog meetings with the technical team and manage issue tracking.

• Assist with prioritization of product updates for development cycles.

• Assist with user testing (UAT) of new features.

• Coordinate product plans and features to customers, peers, and leadership.

• Operate as the Product Owner role in an Agile development team in cooperation with designers, developers, testers, and other project roles.

• Perform as a Project Manager for major initiatives and feature development when necessary.

• Perform other official duties and special projects as assigned in support of CAO Service Design or Customer Experience initiatives. of other applications within Microsoft Office 365 and Adobe Creative Cloud is desired.