"At L.L.Bean, we believe the outdoors brings out the best in all of us. We are committed to fostering a culture of diversity and creating safe, inclusive spaces where everyone feels welcome—both here and Outside. We value individual differences and are dedicated to maintaining an inclusive work environment where everyone can bring the best of their experience and talents and truly thrive."
Position Purpose: The Customer Satisfaction Product Manager is responsible for driving the vision, development and measurement of exceptional customer experiences and service. This role will develop the business strategy for critical parts of the customer service journey.
This role is designed for a developed product manager with a deep analytical background and a passion for customer experience. Works individually and as part of a team to analyze financial considerations, volume forecasts, estimate costs, prepare pricing and manage budgets. Ambitious team player who can interpret customer experience and business data to develop action plans at the project and/or program level.
We offer:
- Extraordinary employee experience
- Flexible schedule
- Working from home
- Fitness subsidy
- Education subsidy
- 3 paid days to enjoy outdoor activities
- 5 Personal/sick days
- L.L.Bean employee discount
- Asociación solidarista
- Life and medical insurance
- Company doctor
About the role:
Translate business needs into innovative solutions
- Working collaboratively in CS and across the organization, create product vision, understand or identify business value, develop use cases and capabilities, and translate into initial product requirements and user stories.
- Play a critical role in creating alignment between the development team and business stakeholders.
- Support CS and IS efforts in defining specific requirements, executing on development tasks, and evaluating implementation options.
Create a market-leading customer experience
- Drive the definition, development and deployment of best-in-class experiences and capabilities that substantially enhance the consumer experience and support L.L.Bean’s strategic and financial objectives.
- Establish, prioritize, and drive a comprehensive product strategy roadmap, based on research and analytics.
Develop, monitor, and communicate the effectiveness of key customer journeys
- Establish and monitor success metrics to enable data-driven prioritization and identify improvements.
- Build testing pipeline aligned with product and business strategy to inform prioritization and future enhancements
Build and communicate product vision
- This role will have exposure to senior leadership and requires excellent communication skills to evangelize product vision and to deliver insights and results to stakeholders.
Help drive our CS strategy
- Conduct product and competitive research to help shape long and short-term strategy while providing quick and clear value add to the business.
Collaborate across the organization to drive execution
- Partner with project teams, vendors, analytics, ecommerce, marketing, IS, and other groups in this hands-on role driving products from inception to implementation.
Manage assigned personnel
- Make/review employment decisions. Establish performance objectives, assign work, monitor workload and appraise performance.
- Coach and develop employees in job related skills through work assignment, direct training and regular feedback, both positive and negative. Administer wages and salaries.
- Communicate and monitor adherence to company policies, procedures and programs. Resolve personnel problems following company policies and procedures.
- Assist employees in identifying personal development and career needs. Provide guidance and support on these issues.
- Review and update job descriptions, organization structure and staffing levels. Oversee the maintenance and updating of related records.
About you:
Education Level: Bachelor's Degree required
English Level: C1 (Advanced)
Years of Experience: 3-5 years product management experience, 5+ years of experience in Contact Center or other customer-facing industry
Skills and Qualifications:
- Contact Center experience required
- Experience with CCaaS (Contact Center as a Service) platform implementation preferred
- Advanced analytical skills with the ability to interpret data and develop action plans at the project and/or program level
- Strong leadership, strategic thinking, and practical planning skills
- Familiarity with developing a long-term plan
- Excellent communication skills and ability to partner with business and technical teams in addition to vendors
- An ability to synthesize different data to identify and articulate opportunities
- Flexible with regards to changing priorities & business needs
- Self-sufficient
- Experience with Agile methodologies and use of JIRA
Nice to have:
- Experience with Tableau and SQL
"If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals. Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan.
If your experience looks a little different from what we've identified and you think you'd be great at this role, we'd love to learn more about you! At L.L.Bean, we believe the outdoors brings out the best in all of us. We strive to reflect this every day in our commitments to employees and partners and in our efforts to promote diversity, equity, inclusion, and sustainability."
