Manager, Technical Product Management - Customer Experience

Capital Metro - Austin, TX

Full-time - Manager

Austin, TX

Transit and Ground Passenger Transportation

About the position

As the Manager of Technical Product Management for Customer Experience at CapMetro, you will oversee the product strategy, development, and performance of the organization's technology systems. This role involves collaborating with stakeholders to understand customer needs and ensuring that technology solutions deliver exceptional experiences. Your leadership will drive innovation and continuous improvement to enhance customer satisfaction.

Responsibilities

• Manage the end-to-end product strategy, design, development, product marketing, launch, and lifecycle management.
• Oversee the development of product capabilities including customer experience and user experience.
• Develop the vision, strategy, and capability for analytics and products to improve user experience.
• Create business cases and prioritize new features and tools based on deliverables and timing.
• Lead the product development review team for functional and technical requirements.
• Ensure timely and high-quality iterative launches according to plans and customer expectations.
• Create performance tracking measurements to generate insights and document customer feedback.
• Manage budget, financial tracking, reconciliation, and invoicing of technology systems and projects.
• Motivate and ensure accountability within the team, adhering to schedules and timelines.
• Monitor compliance with IT incident tracking systems and communicate resolutions to users.
• Train and grow the team to ensure cross-functional knowledge of all systems.
• Partner with departments to develop and implement technology solutions that meet business requirements.
• Provide technical management of products and projects.

Requirements

• Bachelor's degree in Computer Science or related field.
• Six years of progressively responsible experience in information technology as a technical product lead.
• Four years of direct supervisory experience managing an IT team.
• Three years of experience as a project manager or technical lead in customer experience systems implementation.
• Experience in driving development and strategy for applications and tools.
• Engagement with cross-functional groups at an executive level.
• Direct end user support experience in a customer service role.
• Excellent organization, analytical, and communication skills.

Nice-to-haves

• Advanced training in product and project management certification (PMP) and Agile certifications.
• Proficiency using Project Management software tools.
• Proficiency using Microsoft Office Suite.

Benefits

• On-site gym access
• Flexible work options
• Free and reduced fare transit service