Product Manager - York Enterprise Solutions
Minneapolis, MN
About the Job
Team:
• The Subscriptions Product team within DAT is responsible for building and maintaining complex software systems that cater to the needs of s membership subscriptions services including . Subscriptions are a vital part of business model and its strategy for growing meaningful customer relationships. Our team supports a substantial existing line of contracts and subscriptions and is moving toward a modular, modern, platform to support new opportunities such as recurring paid membership, service contracts, streaming and software subscriptions.
• We develop new subscription partnerships and offers that support all sales channels, contract lifecycle, activation, and one-time or recurring billing. Subscriptions within our domain are defined by: software services, streaming, protection plans, and membership where has a contract with the customer to provide the subscription and/or manage the recurring billing of the subscription.
Responsibilities:
• Define Customer Workflows: Develop and optimize end-to-end customer experience workflows for Subscriptions, ensuring a smooth and intuitive user journey from sign-up to renewal.
• Customer Insights: Gather and analyze customer feedback, conduct user research, and utilize data analytics to identify pain points and opportunities for improvement.
• Collaboration: Work with UX/UI designers, engineers, marketing, and customer support teams to implement and refine workflows. Facilitate workshops and brainstorming sessions to foster innovation and collaboration.
• Product Roadmap: Create and maintain a product roadmap that aligns with business goals and customer needs. Prioritize features and enhancements based on customer impact and business value.
• Performance Metrics: Establish and track key performance indicators (KPIs) to measure the success of customer experience initiatives. Use metrics to drive continuous improvement and report on progress to stakeholders.
• Retention Strategies: Develop and implement strategies to improve customer retention, including personalized engagement tactics, loyalty programs, and proactive customer support.
• Engagement Initiatives: Design and execute initiatives to boost customer engagement, such as targeted communications, in-app experiences, and community-building activities.
• Innovation: Stay updated on industry trends, competitor offerings, and best practices to continuously improve the subscription experience. Experiment with new technologies and approaches to enhance customer engagement.
• Stakeholder Communication: Communicate product vision, strategy, and progress to stakeholders at all levels. Prepare and deliver presentations to senior management and other key stakeholders.
• Customer Advocacy: Act as the voice of the customer within the organization, ensuring that customer needs and preferences are considered in all decision-making processes.
• Project Management: Manage multiple projects simultaneously, ensuring timely delivery of high-quality solutions. Coordinate with internal and external teams to meet project deadlines and objectives.
• Risk Management: Identify potential risks and develop mitigation strategies to ensure the successful implementation of customer experience initiatives.
Top 5 Skills:
- Atleast 5 years of experience is required in the following PM skills:
- Ability to write technical specifications and product requirement docs.
- Past Product Manager experience involving UX/UI
- Proficiency in market research and asking the right questions to better understand customers’ needs and wants
- Ownership and ability to take charge and lead initiatives end to end
- Ruthlessly prioritize and focus on product features that can drive maximum impact with minimal resources
Nice to have:
- Technical background; past experience as a software engineer, solutions architect or a Technical Program Manager
- Subscriptions background
- Experience with A/B or multi-variate testing, AI/ML testing experience
Source : York Enterprise Solutions