• Digital Product Manager II

    Location US-CA-San Francisco
    Job ID
    36073
  • Summary

    Esurance is looking for a Digital Product Manager II with experience in chat to join a dynamic and award-winning team of individuals who are committed to making insurance smarter, easier, and dare we say- cooler. As part of a growing company that is focused on providing an outstanding customer experience, you’ll have the opportunity to expand your skills and discover your potential.

     

    If you’re looking for a career at a socially conscious company that offers great benefits — including matching 401k and tuition reimbursement — then you may have just found your new home. 

     

    Esurance combines the spunk of a startup company with the backing of Allstate (the largest publicly held personal lines insurer in the U.S.) to create a unique, energized, and exciting place to work. 

    Responsibilities

    Esurance is seeking a Digital Project Manager II with experience developing and delivering live chat and virtual assistant strategies. The Chat/VA Digital Product Management team is part of the Customer Experience Strategy Group at Esurance, which is a critical group within the Customer Experience Department. The Digital Product Management team is responsible for defining, delivering, and managing the lifecycle of Esurance experience products. The Digital Product Manager II drives product development and management of one or more of Esurance?s experience products, defining, delivering, and managing the lifecycle of the product(s) in alignment with the Customer Experience strategy and delivering customer and company KPIs. The Digital Product Manager delivers the strategic product vision, leads product discovery, and manages product roadmaps to maximize the customer and enterprise value provided by their product(s).

    Job Responsibilities:

    • Experience product strategy
    • Analyzing product opportunities, advocating for great omni-channel experiences
    • Aligning product strategy and roadmap with company strategy including experience strategy, target financial outcomes, and understanding the economic return
    • Incorporating customer, market, and competitive analysis into strategic recommendations by tracking and integrating customer and company success metrics
    • Partnering closely with different business teams representing user and company needs, presenting to internal stakeholders as the ?product expert? with in depth understanding of the business
    • Collaborating with leadership and internal stakeholders to determine product priorities and secure funding or strategic buy-in to build, buy and/or partner to advance product strategy
    • Contributing to overall product vision, strategy, development and execution including product definition, vision, strategy, and initiative/roadmap development
    • Continually assessing technology, experience, and methodology developments to ensure best-in-class but highly-efficient experiences and product development processes
    • Ensuring product backlog represents a plan for increasing customer value over time through market differentiation and the delivery of great customer experiences across channels and touchpoints
    • Experience product development and management
    • Driving product development and enhancement of one or more omni-channel experience products that maximize customer and company value
    • Partnering closely with engineering, user experience, customer experience strategy, and design to ensure quality and consistency of experience
    • Deeply utilizing customer-centric thinking, discovery and research, rapid iteration, and lean practices to quickly validate backlog concepts
    • Driving software development product management activities aligned with experience and product vision by constantly grooming product backlog (aka prioritized roadmap)
    • Managing product management activities by developing expertly defined requirements, identifying and managing dependencies, ensuring research and design, following and enhancing processes, defining acceptance criteria and quality measures
    • Generating all product, project, and platform artifacts for product development (business cases, cost-benefit analyses, product overviews) and product management (platform requirements, project briefs, detailed business requirements, flow documents, epics, stories etc),
    • Acting as product owner in agile/scrum product development or project owner in conventional product development, as needed
    • Defining and track product-specific analytics

      Qualifications:
    • Entrepreneurial with a strong inclination towards action, preferably with experience at a startup
    • Demonstrated success in product development activities (including integrating with what it takes beyond software development: research, operations, and communications)
    • Ability to communicate product concepts to stakeholders to support decision making and buy-in
    • Familiarity with both waterfall and agile development methodologies; preferably experience with both
    • Successful history of delivering products designed to create a great omni-channel customer experience
    • Proven expertise in cross-functional teams that together launch on-time and on-budget desktop, web or mobile software product offerings, for either end users or internal users
    • Strong project management skills, including the ability to manage multiple projects simultaneously
    • A strong sense of urgency to help customers and the ability to identify insights and deliver a quality experience quickly
    • Strong business acumen, with particular ability to align business strategies to product development
    • An attitude that includes being self-motivated, learning, collaborating, and dead-set on optimizing
    • Willingness to learn new things and share with others what you know

      Experience / Education:
    • Bachelor?s degree in engineering, computer science, marketing or related business degree, MBA/MIS/MS desired
    • 5+ 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

      Physical Demands and Work Environment: Representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to operate a PC and sit for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Qualifications

    Benefits

    At Esurance, being committed to our employees is not just something we say, it’s something we do. Our benefits package is designed to help our associates stay healthy, meet their long-term financial goals, and balance the demands of work and personal life. Esurance rewards hard work, dedication, and creativity with competitive salaries and a generous bonus system. We are committed to our employees and we are dedicated to creating a diverse, positive, innovative and team-oriented work environment.

    Health & wellness

    • Medical, vision, and dental insurance
    • Life insurance (company-paid and supplemental)
    • Accidental death and dismemberment coverage
    • Wellness coaching and incentives
    • Group critical illness coverage
    • Accident indemnity and hospital indemnity plans
    • Group legal

    Savings

    • 401(k) plan with annual matching contribution
    • Referral bonuses
    • Performance-rewarding bonus system
    • Tuition assistance program (up to $5,250 per year)
    • Health savings and flexible spending accounts
    • Commuter benefits

    Family & Community

    • Adoption assistance
    • Maternity leave
    • Buckle Up Baby program
    • Pet insurance discount
    • Charitable gift matching
    • Give Time, Get Time volunteer program
    • Employee Assistance Program

    Time off

    • Short-term disability
    • Long-term disability (employee-paid option)
    • Paid time off (holidays, vacation, personal choice days)

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