Product Manager- Customer Care Digital Guest Experience

JOB DESCRIPTION The Product Manager for Customer Care at Inspire Brands is responsible for creating a unified customer care experience tailored to e-commerce guests.

As a member of the centralized Product Management team within the Commercial organization, this role collaborates with stakeholders across diverse brand portfolios including Sonic, Buffalo Wild Wings, and Arby’s.

This position will play a critical role in the strategic execution of a 12 18-month roadmap, aimed at enhancing and streamlining customer care protocols to ensure guest satisfaction and foster brand loyalty.

Key responsibilities include articulating business requirements, assessing business cases for capital investment, reviewing competitive landscape and business trends, gathering customer feedback from our brand digital ordering channels, effectively communicating to key stakeholders and product management teams, creating a roadmap of business / strategic opportunities through prioritization, and overseeing the seamless implementation in partnership with UI / UX and engineering teams.

In our fast-paced environment, we often must switch gears at a moment’s notice and take effective action without having to know the total picture.

They will react with appropriate urgency to situations that require a quick turnaround. The successful candidate has a strategic outlook and a proven track record of efficiently executing tasks and projects.

They will possess a diverse background in product management, program management, and ideally prior involvement in customer care support.

This position sits in our Atlanta Support Center, with the expectation to be onsite 80% of the time.

RESPONSIBILITIES :

• Lead and manage the development of technology products, through the entire product life cycle, from roadmaps to end-of-life and deprecation.
• Discover opportunities by monitoring customer feedback to identify pain points and improve technology products that provide customer care support for digital orders that include phone, email, chat, social media, self-service portals, and in-person support.
• Proactively lead x-functional business teams within Inspire (including Engineering Product Management, Solutions Architecture, Finance, Legal, and Brand teams), to assess and define robust solution requirements.
• Manage customer care product roadmap and prioritize opportunities for technology, customer service process enablement, UX optimization, and platform consistency using data and evidence gathered from varying parts of the business.
• Define and manage KPIs to evaluate product effectiveness and propose adjustments to improve performance and ensure objectives are met.
• Define and create detailed product requirements for use internally and externally.
• Own the administrative user-experience for all services within your domain.
• Stay up to date on industry trends, best practices, and emerging technologies in customer experience management and support.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4 Year Degree
• 3-5 years of experience of product management practices, agile methodologies, and test-driven development experience.
• Demonstrated thought leadership in solving customer-facing digital experience opportunities.

REQUIRED KNOWLEDGE, SKILLS, or ABILITIES

• Deep understanding of e-commerce business, consumer mindset, digital user experience, digital design frameworks, and processes.
• Strong analytical skills and an ability to lead data-driven discussions to drive alignment around prioritization and impact.
• Equipped with digital technical fluency to be capable of understanding technical constraints and prioritizing and discussing tradeoffs between development and business teams.
• Knowledge of the range of activities related to the product development lifecycle (e.g. opportunity identification, product discovery, project execution, and post-launch performance measurement and management).
• Deep knowledge of agile delivery principles.
• Ability to translate data-driven insights, business intent, customer needs, and / or technical direction into clear, concise, well-documented product requirements.
• Excellent oral and written communication skills capable of communicating in a way that conveys a clear understanding of the unique needs of widely varying audiences.
• Excellent problem-solving skills ability to adapt quickly to changing business priorities and overcome unexpected challenges.
• Strong project / workflow management, prioritization, and negotiating skills.
• Ability to influence cross-functional teams and deliver results, conscientious about meeting project deadlines.
• Passion for the restaurant industry and a strong desire to help shape the future at Inspire Brands with entrepreneurial spirit.
• Self-starter personality who can operate with minimal supervision.
• The level of authority to make decisions is high when it comes to engaging the brand technology teams and providing roadmap recommendations in alignment with the overall direction of Inspire Brand’s goals and objectives.
30+ days ago