[New Job Opening] AVP Product Management & Development (CLM) job Vacancy in Dallas, TX

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Job Details:
Position Name :
AVP Product Management & Development (CLM)
Location:
Dallas, TX
Job ID :
49969bd24b200af5
Description : About the Company
At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, you’ll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.
About the Team
In 2020 AT&T Communications & Salesforce CEOs forged a strategic partnership with Salesforce, the industry leader in Customer Relationship Management licensing their cloud-based platform to solve several agent problems: introduce new capabilities (such as capturing prospective sales leads), standardize, and simplify transactions across products and channels, and “stop the swivel” to multiple systems and associated slow system response intervals. This will give customers a more consistent experience and will retire dozens of highly customized, product and channel specific systems and tools leading to complexities, confusion, and cost. The Salesforce Platform powered agent interface is known as AT&T Customer Connect (ACC).
In conjunction with the platform licensing agreement, Salesforce is also providing the professional services associated with the foundational development activities to support both BSSe enabled, fully native experiences in AT&T Customer Connect, as well as “Launch-in-context” access to legacy systems for our current customer base for both wireless and fiber sales, service, support, and marketing activities, known as the Salesforce PMP (Project Management Plan). The PMP also include the foundational analytics, platform and integration activities. AT&T has the responsibility to create the epics, decompose into features, validate successful delivery of the PMP capabilities, and perform the sustaining development activities and platform production support.
Massive investment…big expectations…accelerated timelines and channels, product owners and customer advocacy counting on a monumental experience change over the next few quarters.
About the Job
Our Strategic Platforms team is looking for an experienced leader who is passionate about powering intuitive customer interactions and intelligent data and analytics solutions. This individual will lead diverse teams that delivers simply exceptional customer lifecycle management journeys that meet business requirements, reliability, scalability, and performance goals. This AVP will be at the helm of an organization responsible for the business engagement and product management and development required to deliver Customer Lifecycle Management/ communication- and data & analytics functionality on the Salesforce platform- and across the human assist channels. This leader will be responsible for collaborating across leadership and stakeholder audiences to represent the objectives of the program and ensure flawless execution when delivering our committed to experiences and functionality. As AVP, this person will be on point to drive a clearly recognized and executed approach, scope, and culture across their team. This individual will be expected to communicate comfortably and effectively with the executive levels and be counted on to clearly articulate purpose and objective. This role requires a leader that can think outside the box, pivot quickly, and create structure and consistency across their team’s operating practices.
This role’s success is hinged on the AVP’s ability to work exceptionally within/ across groups, and lead a team focused on delivering seamless and timely results. The goal is to execute on the work needed, put the organization and program on the path to success, drive and empower your teams, receive a wealth of coaching and exposure to leaders across organizations, and become firsthand familiar with the power of the Salesforce Platform and our agile development processes. Done correctly, this is an opportunity will make an imprint on the rest of your professional career.
Responsibilities and Day-to-Day View
The AVP, Product Management & Development, will lead work with our marketing and CX teams to define the experiences we need to build to improve the effectiveness of customer communications (email, SMS, push notifications) across the entire customer lifecycle for all AT&T products.
Builds a high performing leadership team to produce high performing product delivery teams that execute all aspects of product delivery including Product, Engineering, QA, Architecture, & Design.
Collaborates with diverse business stakeholder teams and leaders to develop dashboards and reports to serve the Sales, service and support, and contact lifecycle management teams within the program.
Establishes and manages to team objectives & key results.
Maintains a firm knowledge of business outcomes and team productivity metrics and champions efficiency improvements by aligning Product, Engineering, QA, Architecture.
Works hand-in-hand with product planning counterparts to seamlessly take work into the delivery team.
Owns and drives achievement of domain specific KPIs.
Leads a team that drives, develops, and maintains numerous project deliverables that support the program, including functional and non-functional specifications.
Works effectively with the technical/development team and help them understand the specifications/requirements for data and reports.
Partners with various business partners and solutions teams to evaluate how to best leverage analytics to meet evolving business requirements and information needs.
Contributes to and collaborates on strategic program and organizational efforts spanning beyond their direct team.
Qualifications
10+ years of product or program management experience (or equivalent) with proven track record of managing all aspects of product development throughout its lifecycle
o Strategy development, particularly in the digital arena (.com, app, comms, agent tools)
o Delivering software capabilities via agile methodologies
o Data and system integrations
o Customer lifecycle management, customer journeys, and CX design
o Product roadmap assessment and planning
o Gathering and authoring business features/requirements
o Experience in working with both the business and technical teams, coordinating/leading solution design, development/configuration, and deployment across multi-dimensional teams
5+ years supervisory experience
Bachelor’s degree+ in Computer Science, Technology or another quantitively-oriented degree
Experience working with extremely large datasets in a fast-paced, entrepreneurial and fluid environment
Experience in client engagements, interpreting client’s business challenges, and recommendations for business stakeholders.
Experience developing visualization such as reports, charts, tables, and other visual aids in support of findings
Strong analytical and problem-solving skills with a demonstrable passion to dig into terabytes of data and quickly construct tools
Adaptable and resilient with experience operating in a fast paced, high pressure environment
Proven excellence at formulating, understanding, and solving complex, non-routine problems
Outstanding organization and presentation skills
Strong written and verbal communication skills
AT&T is leading the way to the future – for customers, businesses and the industry. We’re developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!
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