IT Product Manager II

Robert Half - Minneapolis, MN

Full-time - Mid Level

Minneapolis, MN

Administrative and Support Services

About the position

The IT Product Manager II role at Robert Half involves enhancing customer experiences and driving growth within subscription services. This position requires defining customer experience workflows, collaborating with cross-functional teams, and utilizing data to implement improvements. The role is integral to ensuring a smooth customer journey and fostering innovation within the team.

Responsibilities

• Design and implement customer experience workflows for subscription services, ensuring a smooth customer journey from sign-up to renewal.
• Analyze customer feedback and conduct user research to identify opportunities for improvement.
• Collaborate with UX/UI designers, engineers, marketing, and customer support teams to implement and refine workflows.
• Develop and manage a product roadmap that aligns with business objectives and customer needs.
• Establish key performance indicators to measure the success of customer experience initiatives and use these metrics to drive continuous improvement.
• Develop strategies to improve customer retention, including personalized engagement tactics, loyalty programs, and proactive customer support.
• Design initiatives to boost customer engagement, such as targeted communications and in-app experiences.
• Stay updated on industry trends and competitor offerings to foster innovation and best practices within the team.
• Handle project management tasks such as planning processes, reviewing quality, and tracking progress.
• Oversee customer service management, ensuring high levels of customer satisfaction.
• Work on contract management and billing processes to support subscription services.

Requirements

• Demonstrated proficiency in Customer Service
• Strong Communication skills, both written and verbal
• Proven experience in Management
• Knowledge and understanding of Marketing principles
• Experience in Research and Planning Processes
• Commitment to Quality and Review procedures
• Proven ability in Design and Project Management
• Familiarity with Contracts and their execution
• Ability to Implement Strategies effectively
• Experience with Hiring Processes
• Knowledge of Billing procedures
• Track record of driving Progress
• Experience with Implementation of IT products
• Background in Engineering
• Proficiency in Metric Reporting
• Experience in Optimization techniques
• Proven track record in enhancing Customer Satisfaction
• Ability to work with Stakeholders at all levels
• Ability to Execute tasks efficiently
• Experience in Collaboration in a team environment
• Adherence to Best Practices in the IT industry.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) plan