Customer Success Product Manager - Contractor

The Senior Customer Service Product Manager is responsible for the overall management of multiple technology solutions for Digital Products & Solutions (DPS). In particular, the Senior Customer Service Product Manager manages the solutions in line with the Global Markets and/or Service Line strategy, ensures that solutions fit consistently within the integrated suite of technology enablers as appropriate, and ensures that the solutions operate as designed and are of high quality.RESPONSIBILITIESResponsible for the successful deployment of these solutionsProvide consultative guidance on technology for the application sponsorInitiates, plans, and executes projects (simple to complex), leading project teams (virtual, matrix) to success and applying effective project management processes, including management of stakeholder expectations, communications, and scope managementKnowledge of technologies in the marketplaceStrong working knowledge of EY IT infrastructureHas a strong understanding of the product''s full range of functionality and a working familiarity with technology tools and servicesAbility to develop a strong understanding of the business drivers that determine successUnderstand user-centered design, user experience, and usabilityExperience with mobile applications and responsive design principlesStrong knowledge of data privacy, data residency, and information security requirementsExceptional project management skillsDemonstrates strong understanding of scope, schedule and planning, time management, resource management and cost managementAbility to learn new things quickly, to thrive on change, navigate ambiguity, and to strive for continuous improvementResults driven, with a strong attention to detailAbility to foster and model strong teamworkStrong sense of operational efficiency, judgment, tact, and decision-making abilityStrong executive presence to influence senior level executives throughout EYPossesses good business writing and presentation skills. Communicates clearly, tactfully and effectivelyWe want the person to have experience running a Customer Service centerExperience around dealing with customer service reps, collecting metrics on how well they are doing, and understanding the bigger picture of Customer Service for the larger organization is keyThey need to have experience in implementing Self-Help as part of their duties. For instance, setting up bots, web forms, Knowledgebases, etc that help reduce the strain on a customer service team is key. Also, being able to show the value of these self-help things via metrics and reportingStrong ServiceNow and PowerBI experience as a userUnderstanding of enterprise software in general and how to track support tickets through various development teams in an organization and being able to report on it using PowerBI or similar Data Visualization toolsDesire to help streamline support processes in an enterprise - Six Sigma or LEAN experience would be great

Created: 2021-11-29