Define product vision and roadmap for digital customer support experiences, including use of machine learning and artificial intelligence to provide modern and scalable experiences
Identify new areas for product development by analyzing customer requirements, market trends and competitive gaps. Champion and present opportunities to management and key stakeholders for consideration.
Develop product requirements based on input from stakeholders across the business (e.g., executives, customer support agents, service delivery managers, other product teams), integrate requirements into the product roadmap and provide accurate timelines and status back to stakeholders
Partner with Information Technology (IT) partners to coordinate development, implementation, and roll-out of new customer experiences and agent tools.
Work closely with self-service, community, and social teams to establish a seamless experience for our customers across all channels.
Advocate for support agents experience and end customer experience, enabled by Adobe’s CRM capabilities. Anticipate agents and customers’ needs.
Develop metrics, systems, and processes to measure the effectiveness of the experiences we’re delivering, and be able to identify opportunities for further optimization.
7 to 9 years experience in product management, (experience with service design and/or customer support is a plus.)
Proven ability to develop, communicate and gain consensus on a product roadmap or feature set for a platform product supporting a consumer facing product portfolio
Demonstrated success in working with digital product teams – leading collaboration between external and internal engineering, UX, project management & product teams; shipping products that deliver results.
Strong analytical skills and a drive to experiment; demonstrated ability to use data to drive decision making in product development
Ability to manage complex builds through thoughtful prioritization and disciplines that drive towards delivery
Demonstrated ability to evaluate vendor products to meet current or future needs.
Bachelor’s degree in CS or related technical field, or relevant work experience.