About the job
Join Us in Delivering Exceptional Customer Experiences!
As the Product Manager for our Telecom Customer Experience, you will take charge of the entire digital product lifecycle for our telecommunications clients, ensuring they enjoy a superior, digital-first experience.
Your Key Responsibilities Include:
- Strategic Planning: Develop and execute comprehensive quarterly product plans for your team, while overseeing crucial product KPIs and OKRs. Utilize product metrics and experimentation to prioritize and validate your product decisions.
- Journey Optimization: Identify and address friction points throughout the customer lifecycle, prioritizing enhancements that streamline service management. Continuously refine the journeys for both customers and advisors to guarantee seamless, high-quality experiences.
- Self-Service Development: Create and enhance self-service functionalities that empower customers to manage their connectivity services effortlessly.
- Digital Adoption Enhancement: Foster increased digital adoption and customer independence, minimizing reliance on assisted support channels.
- Backlog Management: Efficiently manage feature backlogs through frameworks like RICE or MoSCoW, balancing business impact with delivery dependencies.
- Cross-Functional Collaboration: Work collaboratively within Agile teams to deliver iterative, high-quality improvements. Partner closely with Engineering and UX to transform complex service capabilities into clear, user-friendly product experiences.
- Market and Customer Insights: Keep abreast of market trends and the competitive landscape to validate solutions through detailed customer research. Analyze customer behavior, feedback, and operational data to uncover opportunities for enhancement.
Your Team Collaboration:
As a vital member of our Technology & Product division, you will collaborate within a cross-functional squad, acting as the key liaison between UX designers, Engineering, Data, and Commercial teams. Your mission is to champion digital adoption through the creation of seamless customer experiences.

