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Senior Manager, Platform Solutions

Senior Manager, Platform Solutions

Location 
US-SD-Sioux Falls
US-FL-Tampa
US-GA-Alpharetta
US-SC-Greenville
US-NY-Hauppauge
US-UT-Ogden
US-NJ-Bridgewater
US-CO-Lone Tree
US-TX-Richardson
US-AZ-Mesa
US-CA-Rocklin
...
Job ID 
34144

More information about this job

Summary

The Digital Platform Solutions team is part of the Product Management Group at Esurance, which is a critical group within the Customer Experience Department. Leveraging input from the executive team and aligned with Esurance’s overall Experience Strategy, the Platform Solutions team is responsible for defining, delivering, and managing the lifecycle of Esurance internal and external platforms. The Sr. Manager works extensively with multiple areas of the business to identify and prioritize opportunities, while managing product management teams responsible for root cause problem solving customer pain points, gathering business and functional requirements, and delivering experience outcomes that produce expected KPIs, while enhancing the customer experience.

Responsibilities

  • Leads Product Management teams in developing, maintaining, and integrating product definition, vision, strategy, and roadmap (initiatives and backlog) for multiple associate and customer facing technology products
  • Leads the team(s) responsible for driving software development product management activities informed by a strong product vision, well-groomed backlog (aka prioritized roadmap), and expertly defined stories (aka new features, enhancements, projects)
  • Oversees implementation of self-service initiatives on Esurance customer and associate facing servicing platforms, including developing business cases, and tracking, analyzing, and reporting out on product KPIs
  • Aligns product strategy and roadmap with company strategy including experience strategy and target financial outcomes
  • Applies customer-centric thinking, discovery and research, rapid iteration, and lean practices to quickly validate backlog concepts
  • Serves as key liaison between Customer Experience Platform Product Management teams and IT department to prioritize and implement technology projects
  • Partners with Customer Experience leadership to secure funding or strategic buy-in to build, buy and/or partner to advance product strategy and maximize KPIs
  • Responsible for the staffing and development of assigned teams, while also building strong relationships with peers and key stakeholders that will support execution, based on mutual alignment of strategic objectives and demonstrated focus on our customers’ and internal users’ needs and customer value proposition
  • Ensures definition of roadmap and vision represents a plan for increasing customer value over time through market differentiation and the delivery of great customer experiences across channels and touchpoints
  • Coaches and mentors associates of the team as well as members of the cross-functional development organization, inspiring team members and business partners to adopt new methodologies and mindsets to enhance product outcomes
  • Responsible for the employment, promotion, associate performance evaluation, training, motivation, counseling, and discipline of assigned associates

Qualifications

  • Proven ability to lead and unify teams with multiple layers towards action and in strategic alignment with company objectives
  • Demonstrated success in directing and executing new digital product development activities (including managing/partnering for what it takes beyond software development: research, operations, and communications)
  • Ability to communicate complex and innovative concepts to stakeholders to drive decision making and buy-in
  • Unique balance of skills in strategic thinking with high-volume successful implementations
  • Track record developing and managing a successful product roadmap
  • Familiarity with both waterfall and agile development methodologies, preferably experience with both
  • Successful history of delivering customer-driven products designed to create a great customer experience
  • Proven expertise leading cross-functional teams that together launch on-time and on-budget desktop, web or mobile software product offerings, for both end users and internal users
  • Strong project management skills, including the ability to think and lead complex projects simultaneously
  • A strong sense of urgency to help customers and the ability to identify insights and deliver a quality, innovative experience quickly
  • Strong business acumen, with particular ability to align business strategies to technology capabilities
  • An attitude that includes being self-motivated, inspiring, learning, teaching, and dead-set on optimizing
  • Willingness to learn new things and teach others what you know

 

Experience / Education:

  • Bachelor’s degree in engineering, computer science, marketing or related business degree preferred
  • MBA/MIS/MS desired
  • 7+ years relevant product management or product development experience working in a fast-paced, digitally-oriented environment related to consumer services, preferably in a regulated industry
  • Experience operating in an environment driven by KPIs where you had the accountability to determine the best course of action to meet your numbers.
  • Experience working with remote teams across multiple locations

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