Product Experience Manager

San Jose (Hybrid 3 days a week in office)

We are partnered with a company that provides consulting services specializing in statistical analysis and risk management who are looking for a Business Systems Analyst to join their growing team.  

As the Product Experience Manager – Next Gen Automation, you will be responsible for overseeing and facilitating the creation and execution of product vision, strategy, and roadmap for Automation and Optimization initiatives within Customer Service Operations, in collaboration with key stakeholders for the business area. You will drive growth and business success for the clients through innovation, while collaborating closely with cross-functional teams to optimize existing products and services, and develop new ones.

Responsibilities:

Product Development & Delivery

• Define the strategic vision for the Product, MLPs, objectives, key results and success metrics in partnership with key teams and in alignment with broader business objectives.
• Own & drive a Product portfolio solving problems that target high business impact for the organization and product area.
• Socialize strategic plans, roadmaps, and ongoing progress to stakeholders and executives in product review forums, quarterly OKR check-ins, etc.
• Ensure Product success throughout the entire lifecycle of strategically important initiatives, from ideation to full launch and ongoing support.
• Develop & maintain a Test & Learn approach to analyze product impact, continuously iterating and building on learnings 
• Be a subject matter expert for the internal toolset, documenting and ensuring teams are trained on standard operating procedures and workflows.
• Drive a deeper understanding of the customer problems that your Product aims to solve and relentlessly develop solutions to address.
• Utilize agile methodologies for sprint planning and development management, in order to drive the roadmap and release schedule.
• Anticipate roadblocks, provide escalation management, and make conciliations to balance business needs versus constraints.
• Regularly update stakeholders on progress, risks & business impact. 

Product Leadership

• Provide strategic direction and guidance to development and project teams as a thought leader, championing the needs of the customer and internal users.
• Collaborate with internal and external teams including Commercial, Marketing, as well as with Finance, Tech, BI, Product, Customer Service and outsourced vendors/partners.
• Effectively manage priorities across multiple products, technical teams, and business stakeholders.
• Leverage strong meeting and workshop facilitation skills and conflict resolution.

Qualifications:

• 2+ years of experience in a product or programme management related field with a focus on development and technology, or equivalent experience in a senior leadership level role.
• Understanding of LLM & ML training and modeling, Natural Language Processing (NLP), Retrieval Augmented Generation (RAG), Robotic Process Automation (RPA) capabilities and others.
• Leadership, and people management skills. Ability to influence unpopular decisions while maintaining strong working relationships. Must be able to interact effectively across functions and cultures.
• Proven experience implementing and scaling new solutions, as well as monitoring and refining existing solutions to meet the company’s objectives, strategies, and forecasts.
• Client services mentality, flexibility and willingness to collaborate openly with other functions.
• Exceptional analytical skills and the ability to promptly establish priorities and communicate expectations.
• Able to build deep client and industry knowledge, and identify trends, gaps and opportunities from data and client/industry information.
• Experience of direct operation with agile / scrum methodologies.
• Strong communication skills, strong sense of commitment, troubleshooting skills and ability to deliver in a fast-paced global environment.
• Comfortable with ambiguity and able to change direction quickly when required by client or project needs.

This is a fantastic opportunity to join a growing team. The company offers life & health insurance coverage, additional annual time off, and training sponsorship program.

If this sounds like the ideal position for you apply today with an English version of your CV!