Product Owner (Sr. Analyst), Digital Customer Experience

Republic Services - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

10,001+ employees

Waste Management and Remediation Services

About the position

The Product Owner (Sr. Analyst) for Digital Customer Experience at Republic Services is responsible for enhancing the omni-channel customer experience by collaborating with various departments to gather requirements and implement scalable solutions. This role requires a strong understanding of Salesforce products and a strategic mindset to optimize user experiences and customer lifecycles.

Responsibilities

• Defines and manages the interconnectivity of online and offline experiences to ensure a seamless customer experience across channels.
• Shapes the product roadmap to optimize user experience and customer lifecycle.
• Leverages stakeholder inputs, Voice of Customer (VoC), product roadmap, and analytics to prioritize features that improve customer and employee experience.
• Designs and measures reporting to track objectives and key results of product development.
• Maintains strong relationships with architects and engineers to deliver and iterate on the product roadmap.
• Evaluates AppExchange products to address technology or data gaps.
• Manages and maintains day-to-day relationships with third parties in partnership with Sales and IT.
• Conducts updates and analysis for key performance indicators and dashboards, using information to drive results.
• Communicates with internal and external customers to gather input for successful project implementation.
• Makes recommendations to support and influence business goals and objectives.

Requirements

• 3 years of experience working with digital marketing technologies.
• Minimum of 2 years of product management experience.
• Solid functional and working knowledge of Salesforce products such as Sales Cloud, Service Cloud, and Marketing Cloud.
• Ability to think strategically and analyze problems from various angles while paying attention to detail.
• Process-oriented mindset with a passion for data analysis and process documentation.
• Cross-functional leadership experience with the ability to influence stakeholders in a matrixed organization.
• Excellent project management skills and understanding of project management tools.

Nice-to-haves

• Experience with ERP and digital data platforms.
• A good balance of technical knowledge and business acumen with a customer-first mindset.

Benefits

• Comprehensive medical benefits coverage, dental plans, and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).