AT&T-Lead Online Marketing Mgr-eComm-Product Management

What do we do in eServices? Think about all of the steps needed to create a best in class on-line self-service experience, and you will start to understand what the eService team does on a daily basis.

The primary goals of the team are to:

·Increase customer satisfaction

·Increase the number of customers that manage their services on-line

·Increase revenue (ARPU)

·Improve retention and willingness to recommend AT&T.

You will do this by creating on-line self-service solutions that customers want to use because they are easy to understand and provide value.

This is not a project manager role. While this is a highly collaborative environment, requiring multiple teams to realize a final product, it is the business team that defines the functionality and leads the innovation to improve the on-line experience. To help achieve your goals, you and your team will work with business analysts, IT, information architects, design, usability, web analytics, support, care, sales, marketing, operations, and legal, and have oversight of assigned projects.

Once projects are implemented, you will monitor them for effectiveness, by analyzing data from customer satisfaction surveys, click stream data, and web analytics, and report your findings, as well as suggestions for additional improvements based on the data acquired. Performance is measured by customer satisfaction results and realization of benefits associated with your projects.

Responsibilities

·Lead and manage a team of product managers responsible for driving the direction, implementation and roll-out of new capabilities on the digital experience roadmap

·Lead a cross functional team of Business Analysis, IT, Information Architects, Design, usability, and web analytics, teams to define project functionality that realizes expected benefits

·Work with cross functional teams to align on processes, work models and deliverables

·Represent the desired user experience and align new capabilities with the overall experience to assure a consistent, simple and intuitive online experience

·Oversee specific functional areas of the site by monitoring key metrics, including click-stream data, key events, customer satisfaction results,

etc in order to identify and drive positive changes within the site.

·Work with the Online Roadmap team to on-board approved projects

·Communicate project functionality and status to impacted groups e.g. care, support, and stakeholders

·Work with operations and adoption teams on customer and company readiness in support of product capability and launch.

·Work with the PMO and IT teams, help implement an AGILE based realization process for your team.

·Once objectives have been agreed, lead your team autonomously to realized stated objectives.

·Work with various Project Manage teams to eliminate road blocks, correctly identify risks and define mitigation strategy.

Required Experience

·3+ years in leading a team(s) that implemented customer facing solutions

·3+ years experience providing oversight for complex projects that touch multiple business areas

·3+ years of managing 2-5 direct reports

·Managing projects through a software development lifecycle using AGILE, or other rapid deployment process, in addition to the waterfall process.

·Working in a highly collaborative environment with multiple teams, including Business Analysis, IT, Information Architects, Design, usability, and web analytics.

·Experience using data/metrics in problem solving and analysis of issues and driving decisions and results. Experience defining key metrics and reporting needs.

·Ability to communicate across multiple business groups and at all levels of the organization

·A good working knowledge of Microsoft Project and Microsoft Office

·Strong written communication and presentation skills needed. Ability to prepare concise presentations suitable for consumption by senior leadership

Desired Qualifications:

·Bachelors or MBA preferred

·Project or program management experience

·Experience writing business requirements and business cases for web based, on-line, applications

·Previous industry experience in Telecom

·6-Sigma green belt