Digital Technical Product Manager

Digital Technical Product Manager

This position supports two primary functions within the member onboarding experience. The first role focuses on the Contact Center Member Onboarding UX, involving user journey mapping to understand representative experiences, designing seamless call flows, and integrating tools for user-friendliness. The second role centers on Onboarding Communications, developing and executing communication strategies for new members across various channels like SMS, email, and in-app notifications. Both roles aim to drive data-driven improvements and optimize the member experience.

Key Responsibilities

• Develop and execute multi-channel communication strategies for the first 90 days of membership, including channel selection, messaging sequencing, and content optimization.
• Conduct user journey mapping to understand MSR experiences and pain points.
• Design seamless call flows for efficient member interactions and streamline onboarding processes for new MSRs.
• Drive data-driven improvements through continuous iteration based on feedback and analytics.
• Leverage research, market intelligence, and data to identify opportunities, propose solutions, and maintain roadmaps.
• Translate product opportunities into initiatives and drive the development of the execution strategy.
• Collaborate with stakeholders across Business, UX, and Technology to guide opportunities from idea to validation.
• Prepare presentations to communicate complex concepts to diverse audiences.
• Ensure risks associated with business activities are effectively identified, measured, and controlled.

Required Qualifications

• Experience in contact center operations and MSR experience.
• Proficiency in user journey mapping and cross-channel communication strategy.
• Expertise in multi-channel marketing, content strategy, and CRM.
• Familiarity with email marketing platforms, SMS/push notification best practices, and analytics.
• Knowledge of Agile Methodology.
• Digital/Technology Product Management experience, including strategy, innovation, user experience, and analytics.

The pay rate for this position is between $55.00 and $62.00 per hour.

We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.