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Product Experience Lead

Requisition Number:  16898
Contract Type:  Permanent
Location(s): 

Manassas, VA, US Betzdorf, LU

Product Experience Lead

Manassas, VA, USA or Betzdorf, Luxembourg, EU

 

ROLE DESCRIPTION 

As our Product Experience Lead you will be working closely with the engineering team and the Head of Product to provide ‘user story’ details for requirements to execute and deliver prioritized and approved features. You will be critical to driving projects and initiatives to maximize the external and internal customer experience as it relates to product and services, so your focus would be on supporting business integration, performance improvement (internal and external customer experience) and (commercial) operational efficiency and effectiveness. 


You will be responsible for (this is not an exhaustive list):

  • Cooperate with the functional Business Leads and Subject Matter Experts using or depending on CRM, CRM users, Unified Portal, Unified API and our Service Lifecyle Process.
  • Suggest, define and/or manage innovative ideas for SES improving overall customer facing business systems, processes and performance related to Product Experience via our systems and analytics (e.g., Self Service, Product Catalogue, Unified API, Unified Customer Portal, etc.)
  • Ensure that Product Experience projects are documented, communicated, and coordinated with initiatives in other areas of SES, by working closely with our Technical Program Management Team
  • Develop and maintain strong and productive relationships with all IT, Global Services, CX, and business stakeholders.
  • Provide project leadership for projects executed by the Product Experience team, including documenting requirements, analysis, definition, development, testing, training, and documentation


YOUR PROFILE

Must Haves:

  • Bachelor’s degree
  • 5-7 years’ experience in extensive expertise working in a cross-functional international project management environment with proven track record of successfully handling multiple simultaneous complex projects involving substantial operational and financial risks as well as budgets
  • Knowledge of product, marketing, sales, service delivery and reporting processes in a telecommunications or media company
  • Fluency in English, verbal and written 

 

Nice to Haves:

  • CRM application knowledge and experience on developing and integrating new process and functionality
  • Strong background/experience with IT related matters
  • Strong Microsoft Suite competency MS Project, Excel, PowerPoint, Teams
  • Experience with Human Centered Design

 

HIRING PROCESS

  • Phone Screen w/ Hiring Manager
  • Video Interview w/ Hiring Manager plus Team
  • Phone Interview w/ Talent Acquisition Specialist
  • Offer Discussion (references and education verification)
  • Employment Offer Extended
  • Welcome to SES!

 

What’s in it for you:

  • Flexible working policy
  • Bonus and equity plans
  • Comprehensive and competitive benefits plans
  • A range of wellness activities and employee assistance programmes (varies by location)
  • An employer that values all aspects of Diversity and respects every individual’s story

 

Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a “protected individual” as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.


Nearest Major Market: Washington DC

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