Product Manager - Digital CX

Lancesoft; Boston (MA); Remote; USD 120,000 - 170,000; Full time

Job summary

Lancesoft is seeking a results-driven Product Manager for Digital CX to own end-to-end product strategy across digital customer journeys. You will translate business goals into high-impact initiatives, lead cross-functional teams in an Agile environment, and shape the roadmap for enterprise-level digital products delivered globally.

Responsibilities include defining a customer-centric vision, prioritizing the backlog, collaborating with product marketing and engineering, and guiding releases

Qualifications

• Bachelor's degree and 5+ years of relevant work experience.
• 5+ years using Agile methodologies in Product Owner/Manager roles.
• Knowledgeable of IT systems development preferred.
• Familiarity with Web and CRM platforms preferred.
• Strong communication across audiences with varying technical backgrounds.

Responsibilities

• Understand customer needs, market opportunities, and competitive dynamics.
• Develop and articulate a clear product vision and integrated roadmap.
• Define release targets, scope, value proposition and delivery to drive growth.
• Prioritize the feature backlog with stakeholders and manage trade-offs.
• Collaborate with other product managers and marketing on launch strategies.
• Guide cross-functional teams through the product lifecycle and ensure execution.

Skills

Customer focus

Business acumen

Cross-functional leadership

Influence without authority

Roadmap development

Strong communication

Education

Bachelor's degree

Tools

Web & CRM platforms

Job description

Product Manager - Digital CX

Location: Remote

Position Overview

We are looking for a self-motivated, experienced Product Manager to join our Digital CX Product Management Customer Experience team responsible for developing new products and optimizing existing capabilities throughout the customer journey. This successful leader will have experience leading end-to-end product management for global digital products, with the ability to translate business goals into high-impact product initiatives. Working in an Agile environment, in collaboration with a cross-functional team, this person will be responsible for defining and executing the Product roadmap for our digital customer experience offerings and ensuring the Backlog is properly prioritized, defined and executed for the team. They ll achieve this by cultivating empowered, high-impact teams, and guiding teams through the full product development lifecycle, providing strong cross-functional leadership.

Responsibilities

• Cultivate deep understanding of customer needs, competitive dynamics, and market opportunities.
• Develop and articulate a clear vision for products and lead execution of the integrated roadmap to achieve enterprise and franchise level goals
• Define integrated release targets & scope, value proposition & delivery to drive growth, provide customers with cadence of new innovations, and maximize return on investment
• Collaborate with other product managers to establish processes and best practices for Product Management and Product Owners at ***
• Collaborate on franchise roadmap and priorities in relation to enterprise-wide strategies
• Works closely with the Sr. Product Manager and business stakeholders to define and prioritize the team s feature backlog
• Works closely with the Product Marketing Manager to understand the customer journey and product launch strategies that will impact business processes across the customer journey
• Develops process flows to illustrate the impact on operations because of the new or improved capabilities
• Defines features with acceptance criteria, dependencies, assumptions, risks, and success metrics
• Works closely with technical architects to obtain high-level work estimation (t-shirt size) and solution designs for release planning, ensuring consistency across all work within delivery teams
• Maintains the conceptual and technical integrity of the features for the team
• Provides input into release timelines and investigates alternate paths forward on potential timing options
• Drives scope tradeoff evaluations on feature implementation
• Participates in usability studies to bring voice of the customer on a feature to the team
• Supports the Sr. Product Manager with business case development (both cost and value) for new opportunities and product improvements
• Serves as 1st escalation point for Product Owners of delivery teams (questions on feature refinement, solution options, and/or in sprint tradeoffs)

Required Leadership Skills & Behaviors

• A passionate, inspirational leader who leads with an enterprise mindset, challenges the status quo, and can align the organization behind a clear vision and strategy
• Has strong emotional intelligence and ability to engage and lead others through change to advance new ways of working
• Experience guiding high performance teams, driving accountability, empowerment, customer centricity and collaboration across functions and teams.

Required Skills and Competencies

• Customer-obsessed mindset with ability to translate customer insight into product vision and lead execution to achieve franchise goals
• Strong business acumen and passion for delivering impact by executing world-changing technologies
• Strong ability to influence, interact, and lead globally
• Strong cross-functional leader, able to bring out the best in cross-functional colleagues to guide swift, effective trade-offs and decision-making
• Ability to translate business cases into a roadmap informed by technical constraints, balancing technical with desired business outcomes
• Enterprise mindset (understands impact of their decision on other functions and products)
• Ability to Lead without Authority
• Ability to guide difficult cross functional decisions and achieve value-maximizing outcomes
• Detail oriented, with effective verbal and written communication skills
• Able to work independently with minimum supervision
• Able to organize and judge multiple priorities
• Experience in the Medical Device industry is a plus
• Familiarity with Scaled Agile Framework (SAFe) is a plus

Education and Experience

• Education and Experience Bachelor's degree and 5+ years of relevant work experience.
• 5+ years of experience using Agile methodologies, related to Product Owner & Product Manager roles.
• Knowledgeable of IT systems development strongly preferred
• Familiarity with Web and CRM platforms strongly preferred
• Demonstrates strong communication skills with audiences with various levels of technical background.
• Experience in digital customer experience/success is preferred
• Demonstrated flexibility and ability to function in a fast-paced, growth industry and work environment
• Strong problem-solving skills for complex business challenges.
• Passion to continuously improve processes and practices.
• Diabetes experience or knowledge a plus

Additional Information

The position is eligible to be 100% remote, or hybrid if desired. The preferred location is near San Diego, CA or Acton, MA. Travel is estimated at <25% but will flex depending on business need.