Lead Product Manager, Digital Care

Define Product strategy, feature design, and technology approach; Define product strategy and KPIs that reflect progress; Drive progress on end-to-end process/workflow improvement across functions; Identify the root causes of issues and resolve them; Develop and implement self-service features that enable customers to manage their orders; Enhancing the self-service order modification framework and managing the chat and voice bot products; Identify pain points and opportunities in the post-order experience through customer feedback, data analysis, and market research; Collaborate with customer service teams to ensure alignment between automated solutions and human support; Manage multiple stakeholders across the organization; Define and manage the product roadmap, setting of and continuously managing the right expectations with all relevant stakeholders including the senior leadership team; Establish and oversee the requirements definition process to ensure products will achieve desired outcomes of stakeholders and/customers; Proactively identify and resolve strategic issues that may impair the organization’s ability to meet its strategic, financial, and technical goals. Partial telecommuting permitted; on-site at 900 Middlefield Rd, 4th Floor, Redwood City, CA 94063 when not telecommuting. Salary: $227,760 - $237,760 per year. MINIMUM REQUIREMENTS: Master's degree or U.S. equivalent in Computer Science, Computer Engineering, Electronic Engineering, Business Analytics, Statistics, or a related field, plus 3 years of professional experience as a Senior Product Manager, Product Management Specialist, or any occupation, job title, or position defining vision and strategy for a technical consumer product. Must also have experience in the following: 3 years of professional experience driving full technical product lifecycle including integrating customer feedback into product requirements, driving prioritization and pre/post-launch execution; 3 years of professional experience capturing product requirements including stories, charting roadmap and documenting short and long-term customer use cases in product development workflow management tools; 3 years of professional experience utilizing agile development methodologies, including conducting sprint plans to continuously release product updates; 3 years of professional experience analyzing customer telemetry data in analytics tools, including Excel, and deriving actionable insights; 3 years of professional experience performing root cause analysis to develop machine learning algorithms to optimize the platform; 3 years of professional experience creating wireframes, prototypes and mocks using tools, including PowerPoint and Paint; 3 years of professional experience performing stakeholder management. CONTACT: Apply online at fanaticsinc.com/careers or email resume to: [email protected]. Must specify Ad Code ASKM in subject line. #LI-DNI #LI-DNP